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.
Ricoh Americas Corporation