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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 delivering hospitality, concierge, and Ricoh Workplace Services. This role involves a high degree of customer interaction and serves as a representative of both Ricoh’s culture and the customer’s culture.

Job Duties and Responsibilities

+ Responsible for conference room booking, conflict resolution, travel arrangements, 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)

+ Ensure appearance and maintenance of all hospitality and facilities areas

+ Provide excellent communication and professional support to clients and team members

+ Prepare for key client visits and liaise with building security staff

+ Convert monthly volumes into Ricoh Monthly Management Reports and create customized client reports

+ Oversee catering programs and ensure quality standards are met

+ Collaborate with Facilities Management to maintain meeting space functionality

+ Develop and maintain Standard Operating Procedures (SOPs) for visitor access and special requests

+ Ensure consistent adherence to SOPs (e.g., mail procedures, visitor access, new hire onboarding, office seating)

+ Lead daily Client Communication Meetings with internal and external stakeholders

+ Maintain communication with Site Managers and assist with employee relations and performance issues

+ Coordinate catering and beverage orders with Hospitality Manager, reception, office support, and building management

+ Process and follow up on all catering orders; provide daily guidance to Hospitality Specialists on workflow, logistics, and events

+ Manage vendor relationships, validate invoices, and submit for processing

+ Provide advanced administrative support including typing, proofreading, editing, and project coordination

+ Assist with internal and external events and coordinate office-wide special projects with the client

+ Generate creative ideas for team-building events

+ Assist with kitchen cleanliness, supply stocking, and inventory tracking

+ Greet visitors and guests, validate against guest list, issue badges, and provide parking validation

+ Serve as company concierge for guests, clients, and staff; provide facility tours

+ Coordinate meeting catering with support staff and caterers

+ Maintain and update company phone and speed dial lists

+ Schedule meeting rooms and ensure proper setup and supplies

+ Support other departmental or non-client business activities as needed

+ Assist with daily facilities management

+ Create proposals in customer systems

+ Support executive-level client-facing staff

+ Procure vendors and coordinate special projects

+ Invoice accounts and interact with customers; maintain acceptable profit levels and meet customer expectations

+ Represent the culture of Ricoh and the customer

+ Perform other duties as assigned

QUALIFICATIONS (Education, Experience, and Certifications)

+ High School diploma or equivalent required; college degree preferred

+ 1–3 years of experience in hospitality or service-related fields preferred

+ Proficient in PC skills and Microsoft Office Suite (Outlook, Calendar, Word, Excel, PowerPoint)

KNOWLEDGE, SKILLS AND ABILITIES

+ Excellent written and verbal communication skills

+ Strong customer service orientation

+ Ability to work under pressure

+ Goal-setting and prioritization skills

+ Awareness of current technology and market trends

+ Expertise in MRM meeting room management software and reporting

+ Familiarity with Skype Client and Bridge Operator Console

+ Knowledge of iVisitor guest check-in software

+ Skilled in event coordination and planning

+ Proficient in workplace productivity services (visual communication, meeting room services, facilities/workplace management)

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

+ Typical office environment with adequate lighting, ventilation, and normal temperature and noise levels

+ Diverse work assignments requiring interpretation and application of complex information

+ Minimal physical effort; mostly sedentary with occasional walking, standing, bending, and lifting (under 10 lbs.)

+ Moderate dexterity required for basic tools and equipment

+ Flexible schedule typically required

Come Create at Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in Yourself:

At Ricoh, you can:

+ Choose from a broad selection of medical, dental, life, and disability insurance options.

+ Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.

+ Augment your education with team member tuition assistance programs.

+ Enjoy paid vacation time and paid holidays annually

+ Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.