Hospitality Customer Experience Manager

About the role

The Hospitality Customer Experience Manager provides exceptional service-related support to Service Delivery customers in hospitality, concierge, and Ricoh Workplace Services. This position supervises day-to-day operations of Managed Services staff and serves as a representative of both Ricoh culture and the customers' culture.

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
• 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
• 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
• Provides advanced administrative skills in typing, proofreading, and editing various documents, coordinates projects, events, firm meetings and other initiatives requiring the ability to work independently
• Create and bring new ideas for firm team buildings events
• Aiding 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
• 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
• Manage and/or assist with various internal and external events and coordinate all office wide special events and projects with identified client
• Create proposals in customer systems
• Vendor procurement and coordination for special projects
• Invoices accounts and interacts with customer
• Aids 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

• 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
• 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
• Knowledgeable about Skype Client and Bridge Operator Console
• Proficient in coordinating, organizing, planning events
• Proficient in the use of workplace productivity services examplevisual communication services, meeting room services and facilities/workplace management services