Office Services and Hospitality Manager

Ricoh Electronics - Seattle, WA

Full-time

Seattle, WA

Machinery Manufacturing

About the position

The Office Services and Hospitality Manager is responsible for providing exceptional service-related support to Service Delivery customers in hospitality, concierge, and Ricoh Workplace Services. This role involves supervising day-to-day operations of Managed Services staff, with a focus on delivering hospitality and customer experience services while also handling administrative duties. The position requires a high degree of customer interaction and serves as a representative of both Ricoh culture and the customer's culture.

Responsibilities

• Manage employees in workplace productivity, concierge services, hospitality, and customer experience services.
• Prepare and deliver performance reviews or assist in their preparation.
• Organize team meetings and define action plans.
• Step into various hospitality and customer service roles as needed.
• Handle conference room booking and conflict resolution, including travel booking and expense reporting.
• Manage conflict resolution for conference room bookings.
• Coordinate events and client meetings with cross-functional teams (AV, IT, Facilities, Concierge).
• Manage staffing matrix and find backfills for absences; interview and assess candidates.
• Oversee the appearance and maintenance of all hospitality and facilities areas.
• Support clients and team through excellent communication and professional skills.
• Prepare for key client visits and liaise with Building Security staff.
• Convert monthly volumes into RICOH Monthly Management report and create customized reporting for clients.
• Oversee catering program for sites and ensure quality.
• Work closely with Facilities Management to ensure function and maintenance of meeting spaces.
• Develop and maintain Standard Operating Procedures for visitor access and special requests.
• Ensure SOPs are consistently followed, including mail procedures and office seating.
• Hold Client Communication Meetings and maintain communication with Site Managers regarding employee relations or performance issues.
• Manage catering and beverage orders, coordinating details with relevant staff and management.
• Process and follow up on all catering orders, providing guidance to Hospitality Specialists.
• Manage client vendor relationships, validate vendor invoices, and submit for processing.
• Provide advanced administrative skills in typing, proofreading, and editing documents, and coordinate projects and events.
• Assist with cleaning kitchens, stocking supplies, and tracking inventory.
• Greet visitors/guests, validate against guest list, and provide necessary badges and parking validation.
• Serve as company concierge, providing tours of facilities and coordinating catering for meetings.
• Maintain and update company phone and speed dial lists.
• Schedule meeting rooms, ensuring necessary supplies and setup prior to meetings.
• Assist with other departmental or non-client business activities as needed.
• Support Executive Level client-facing staff and manage vendor procurement for special projects.
• Represent the culture of both Ricoh and the customer.

Requirements

• High School diploma or equivalent; college education is a plus.
• 2-3 years in the hospitality and service industry preferred.
• Previous management experience required.
• Proficient PC skills, utilizing standard business software applications, and Microsoft suite (Outlook, Word, Excel, PPT).
• Excellent written and verbal communication skills.
• Strong customer service skills.
• Ability to work under pressure and set realistic objectives.
• Knowledge of current technology and trends in the marketplace.
• Expertise with MRM meeting room management software and reporting.
• Knowledge of Skype Client and Bridge Operator Console.
• Familiarity with iVisitor guest check-in software.

Nice-to-haves

• Experience in event planning and coordination.
• Ability to create and bring new ideas for events.
• Proficient in workplace productivity services, including visual communication services.

Benefits

• Full-time employment with a focus on service delivery.
• Opportunities for professional development and training.