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 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 validatio