Sr Hosp Cust Exp Mgr.Managed Services Ops.Us

Ricoh Americas Corporation Seattle , WA 98113

Posted 4 weeks ago

POSITION PROFILE

Provides exceptional service-related support to Service Delivery customers in hospitality, concierge, and Ricoh Workplace Services. The Hospitality, Customer Experience Manager supervises day-to day operations of Managed Services staff. Approximately 80% of time should be spent in delivery of hospitality, concierge, and Ricoh Workplace Services and approximately 20% of the time should be spent in administrative duties, developing and implementing related procedures. High degree of customer interface. This position serves as a representative of both Ricoh culture and the customers culture.

JOB DUTIES AND RESPONSIBILITIES

  • Responsible for managing employees in Workplace productivity (meeting room services, visual communication), concierge services, hospitality and customer experience services

  • Prepare and deliver performance reviews (or assist in preparation and delivering)

  • Organize team meetings and define action plans

  • Able to step into any of the hospitality and customer service type roles: Lobby, Client Experience, agency Guest Relations

  • 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

  • Manages staffing matrix, finds backfills for scheduled and unscheduled absences

  • Interviews and assesses candidates

  • 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 RICOH 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 SOP's are consistently followed (i.e. mail procedures, visitor access, new hire procedures, office seating)

  • Holds Client Communication 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. Along with providing 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/team member

  • Assisting 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 with support staff and caterers

  • Maintain and update company phone & speed dial lists

  • Schedule meeting rooms, ensuring that each conference room has the necessary supplies and set-up prior to meeting times

  • Where/when appropriate, the individual will also be asked to help with other departmental/non- client business activities

  • May assist with daily management of facilities

  • Creation of proposals in customer systems and well as print production environment

  • Support Executive Level client facing staff

  • Vendor procurement and coordination for special projects

  • Self-motivated customer brand ambassador

  • Invoices accounts and interacts with customer; assists in maintaining acceptable profit levels and ensures that customer expectations are met

  • Represents the culture of both Ricoh and the customer as required

  • Perform other duties as assigned

QUALIFICATIONS (Education, Experience, and Certifications)

  • Requires High School diploma or equivalent; college is a plus.

  • 2-3 years in Hospitality and Service industry related field preferred.

  • Previous management experience required.

  • Required proficient PC skills, utilizing standard business software applications, and Microsoft suite-Outlook, Outlook Calendar, Word, Excel, PPT.

Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.


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Sr Hosp Cust Exp Mgr.Managed Services Ops.Us

Ricoh Americas Corporation