Hospitality Customer Experience Manager

About the role

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 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 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 Lead 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 �- Create and bring new ideas for firm team buildings events �- 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 �- Support Executive Level client facing staff �- Vendor procurement and coordination for special projects �- 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. �- 1-3 years in Hospitality and Service industry related field preferred. �- Required proficient PC skills, utilizing standard business software applications, and Microsoft suite-Outlook, Outlook Calendar, Word, Excel, PPT. KNOWLEDGE, Skills And Abilities �- Needs to have excellent written as well as verbal communication skills �- Excellent customer service skills �- Ability to work under pressure is a must �- Ability to set goals by defining and prioritizing specific, realistic objectives. �- Ability to remain updated on current technology and trends in the marketplace by reading relevant journals, magazines and newspapers. �- Expert 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, planning events �- Proficient in the use of workplace productivity services example; visual communication services, meeting room services and facilities/workplace manag

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