Hospitality Customer Experience Manager

Provides exceptional service-related support to Service Delivery customers in hospitality, concierge, and Ricoh Workplace Services. The Hospitality, Customer Experience Manager supervises the day-to-day operations of Managed Services staff, with a primary focus on the delivery of hospitality, concierge, and workplace services. This role requires a high degree of customer interaction and serves as a representative of both Ricoh’s culture and the customer’s culture.

• Responsible for conference room booking, room conflict resolution, travel arrangements, and expense reporting.


• Manage and resolve conference room scheduling conflicts.


• Collaborate with cross-functional teams, including AV, IT, Facilities, and Concierge teams, to coordinate events and client meetings.


• Responsible for the appearance and maintenance of all hospitality and facilities areas.


• Support clients and team members through excellent communication and professional customer service.


• Prepare for key client visits and coordinate with Building Security staff.


• Convert monthly operational volumes into the Ricoh Monthly Management Report and create customized reports for clients.


• Oversee catering programs and ensure quality standards are maintained.


• 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, including mail procedures, visitor access, new hire processes, and office seating arrangements.


• Conduct Client Lead Communication Meetings and maintain daily communication with internal and external clients.


• Maintain communication with Site Managers and provide guidance regarding employee relations and performance issues.


• Coordinate catering and beverage orders and collaborate with Hospitality Managers, staff, reception teams, office support, and building management as needed.


• Process and follow up on all catering orders, while providing daily guidance to Hospitality Specialists regarding workflow, catering logistics, events, and service delivery.


• Manage vendor relationships, validate vendor invoices, and submit invoices for processing.


• Provide advanced administrative support, including typing, proofreading, editing documents, coordinating projects, planning events, organizing meetings, and supporting firm initiatives.


• Manage and/or assist with internal and external events, office-wide projects, and special events for client organizations.


• Develop and introduce new ideas for team-building activities and employee engagement events.


• Assist with kitchen maintenance, supply stocking, and inventory tracking.


• Greet visitors and guests, verify attendance against guest lists, issue visitor badges, and provide parking validation when necessary.


• Serve as a company concierge for guests, clients, and staff, including providing facility tours.


• Coordinate meeting catering with support staff and external catering vendors.


• Maintain and update company phone directories and speed-dial lists.


• Schedule meeting rooms and ensure proper room setup, supplies, and readiness prior to meetings.


• Support additional departmental and non-client-related business activities as required.


• Assist with day-to-day facilities management activities as needed.


• Create proposals within customer systems.


• Provide support to executive-level, client-facing personnel.


• Coordinate vendor procurement and support special projects.


• Process invoicing, interact with customers, assist in maintaining acceptable profit levels, and ensure customer expectations are met.


• Represent the cultures and values of both Ricoh and the customer organization.


• Perform other duties as assigned.

• High School Diploma or equivalent required; college education is a plus.


• One (1) to three (3) years of experience in the hospitality, customer service, or service industry preferred.


• Proficient computer skills, including Microsoft Office applications:
  
  
  
  • Outlook
  
  
  • Outlook Calendar
  
  
  • Word
  
  
  • Excel
  
  
  • PowerPoint
  
  

• Excellent written and verbal communication skills.


• Outstanding customer service and interpersonal skills.


• Ability to work effectively under pressure in a fast-paced environment.


• Ability to establish goals by defining and prioritizing realistic objectives.


• Ability to stay current with emerging technologies and industry trends.


• Advanced knowledge of MRM (Meeting Room Management) software and reporting.


• Knowledge of Skype Client and Bridge Operator Console.


• Knowledge of iVisitor guest check-in software.


• Strong event planning, coordination, and organizational skills.


• Proficiency in workplace productivity services, including:
  
  
  
  • Visual communication services
  
  
  • Meeting room services
  
  
  • Facilities and workplace management services
  
  

• Typically works in an office environment with adequate lighting, ventilation, and normal temperature and noise levels.


• Work assignments are diverse and require the ability to interpret, comprehend, and apply complex information, data, and instructions, as well as prepare, provide, and communicate a wide range of information.


• Minimal physical effort is required. The position is primarily sedentary but may involve walking, standing, bending, reaching, and lifting or carrying items typically weighing less than 10 pounds (e.g., papers, files, books, and office supplies).


• Requires moderate manual dexterity and the regular use of office equipment, including keyboards, calculators, and other basic tools requiring hand-eye coordination.


• Typically requires a flexible work schedule.