Hospitality Customer Experience Manager

$41,600 - $41,600/Yr

Paladin Consulting - Cleveland, OH

Full-time - Entry Level

Cleveland, OH

Professional, Scientific, and Technical Services

About the position

The Hospitality Customer Experience Manager at Paladin Consulting is responsible for providing exceptional service-related support to Service Delivery customers in hospitality, concierge, and Workplace Services. This role involves supervising day-to-day operations of Managed Services staff and ensuring a high degree of customer interface, representing both client and customer cultures.

Responsibilities

• Responsible for conference room booking and room conflict resolution, book travel, expense reporting.
• Conflict management and resolution of conference room bookings.
• Work with cross-functional teams (AV, IT, Facilities, Concierge) to coordinate events and client meetings.
• Responsible for appearance/maintenance of all hospitality/facilities areas.
• Support clients and team through excellent communication and professional level skills.
• Prepare for key client visits/liaise with Building Security staff.
• Convert monthly volumes into client monthly management report along with creating customized reporting for client.
• Oversees catering program for sites and ensures quality.
• Works closely with Facilities Management to ensure function and maintenance of meeting space.
• Develops and maintains Standard Operating Procedures for visitor access as well as special requests.
• Ensures SOPs are consistently followed (i.e. mail procedures, visitor access, new hire procedures, office seating).
• Holds Client Led Communications Meetings: Communicate daily with internal and external clients.
• Maintains communication with Site Managers and guides and assist with any employee relations or performance issues.
• Responsible for catering and beverage orders as well as coordinating details with the Hospitality Manager, staff, reception, office support and building management when necessary.
• Process and follow up on all catering orders.
• Provide daily guidance and direction to Hospitality Specialists regarding workflow, catering issues, logistics, events, etc.
• Manage client vendor relationships/validating vendor invoices and submitting for processing.
• Provide advanced administrative skills in typing, proofreading, and editing various documents, coordinates projects, events, firm meetings and other initiatives requiring the ability to work independently.
• Manage and/or assist with various internal and external events and coordinate all office wide special events and projects with identified client.
• Create and bring new ideas for firm team building events.
• Assist with cleaning kitchens, stocking supplies and tracking inventory.
• Greet visitors/guests - validate against guest list, provide badge, parking validation as necessary.
• Serve as company concierge in regard to guests, clients, staff, providing tours of facilities.
• Coordinate catering for meetings and support staff and caterers.
• Maintain and update company phone and speed dial lists.
• Schedule meetings rooms, ensuring that each conference room has the necessary supplies and set-up prior to meeting times.
• Assist with other departmental/non-client business activities as needed.

Requirements

• Requires high school diploma or GED.
• 1-2 years of related hospitality and office experience is required.
• Ability to communicate clearly both verbally and in writing.
• Capable of working in a fast-paced environment.
• Excellent customer service skills and organization skills.
• Basic computer and office equipment skills.
• Ability to meet/exceed customer expectations.
• Ability to follow directions.
• Maintain a clean and safe work area.
• Ability to work as a team or individually.

Benefits

• Long-term contract with option to hire
• Full-time hours
• Competitive pay of $20.00 per hour