Hospitality Customer Experience Manager

Hospitality Customer Experience Manager

 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. Time should be spent in delivery of hospitality, concierge, and Ricoh Workplace Services. 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 conference room booking, conflict resolution, travel booking, and expense reporting.
• Manage and resolve conflicts related to conference room bookings.
• Coordinate events and client meetings with cross-functional teams (AV, IT, Facilities, Concierge).
• Maintain the appearance and upkeep of all hospitality and facilities areas.
• Support clients and team with excellent communication and professional skills.
• Prepare for key client visits and liaise with Building Security staff.
• Convert monthly volumes into RICOH Monthly Management reports and create customized reporting for clients.
• Oversee the catering program for sites and ensure quality.
• Work closely with Facilities Management to ensure the functionality and maintenance of meeting spaces.
• Develop and maintain Standard Operating Procedures (SOPs) for visitor access and special requests.
• Ensure SOPs are consistently followed (e.g., mail procedures, visitor access, new hire procedures, office seating).
• Hold Client Lead Communication Meetings and communicate daily with internal and external clients.
• Maintain communication with Site Managers and assist with employee relations or performance issues.
• Manage catering and beverage orders, coordinating details with the Hospitality Manager, staff, reception, office support, and building management.
• Process and follow up on all catering orders, providing daily guidance and direction to Hospitality Specialists regarding workflow, catering issues, logistics, events, etc.
• Manage client vendor relationships, validate vendor invoices, and submit them for processing.
• Provide advanced administrative skills in typing, proofreading, and editing various documents, and coordinate projects, events, firm meetings, and other initiatives independently.
• Manage and/or assist with various internal and external events and coordinate all office-wide special events and projects with identified clients.
• 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 lists, provide badges, and parking validation as necessary.
• Serve as company concierge for guests, clients, and staff, providing tours of facilities.
• Coordinate catering for meetings with support staff and caterers.
• Maintain and update company phone and speed dial lists.
• Schedule meeting rooms, ensuring each conference room has the necessary supplies and setup prior to meeting times.
• Assist with other departmental or non-client business activities as appropriate.
• May assist with daily management of facilities.
• Create proposals in customer systems.
• Support Executive Level client-facing staff.
• Procure and coordinate vendors for special projects.
• Invoice accounts and interact with customers, assist in maintaining acceptable profit levels, and ensure customer expectations are met.
• Represent the culture of both Ricoh and the customer as required.
• Perform other duties as assigned.

Qualifications (Education, Experience, and Certifications)

• High School diploma or equivalent required; college is a plus.
• 1-3 years in the Hospitality and Service industry preferred.
• Proficient PC skills, utilizing standard business software applications, and Microsoft suite (Outlook, Outlook Calendar, Word, Excel, PPT).

Knowledge, Skills, and Abilities

• Excellent written and verbal communication skills.
• Excellent customer service skills.
• Ability to work under pressure.
• Ability to set goals by defining and prioritizing specific, realistic objectives.
• Ability to stay updated on current technology and trends in the marketplace by reading relevant journals, magazines, and newspapers.
• Expertise with MRM meeting room management software and reporting.
• Knowledge of Skype Client and Bridge Operator Console.
• Knowledge of iVisitor guest check-in software.
• Proficient in coordinating, organizing, and planning events.
• Proficient in the use of workplace productivity services (e.g., visual communication services, meeting room services, and facilities/workplace management services).

Working Conditions, Mental and Physical Demands

• Typically an office environment with adequate lighting and ventilation, and a normal temperature range and noise level.
• Work assignments are diversified. Interpret, comprehend, and apply complex material, data, and instructions. Prepare, provide, and convey diversified information.
• Minimal physical effort required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting, or carrying objects typically weighing less than 10 lbs. (e.g., papers, books, files, and small parts).
• Moderate dexterity; regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).
• Typically requires a flexible schedule.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with a job.