Hospitality Customer Experience Services Supervisor (Omaha, NE)

Hospitality Customer Experience Services Supervisor

Paladin Consulting is currently hiring a Hospitality Customer Experience Services Supervisor to join our team working onsite at our client's office located in Omaha, NE. We work with companies that offer environments for our employees to contribute, learn, and advance their career. We treat you like you are part of the family.

Job Title: Hospitality Customer Experience Services Supervisor

Work Location: Omaha, NE

Duration: Long-term contract with option to hire

Hours: Monday-Friday 7:30am-4:30pm

Education/Experience Required: High school or equivalent

Job Description:

• Provides exceptional service-related support to Service Delivery customers in hospitality, concierge, and client Workplace Services.
• The Hospitality, Customer Experience Manager supervises day-to day operations of Managed Services staff.
• Approximately 80% of time should be spent in delivery of hospitality, concierge, and Ricoh Workplace Services and approximately 20% of the time should be spent in administrative duties, developing and implementing related procedures.
• High degree of customer interface.
• This position serves as a representative of both client culture and the customers culture.

Responsibilities:

• Responsible for managing employees in Workplace productivity (meeting room services, visual communication), concierge services, hospitality and customer experience services
• Prepare and deliver performance reviews (or assist in preparation and delivering)
• Organize team meetings and define action plans
• Able to step into any of the hospitality and customer service type roles: Lobby, Client Experience, agency Guest Relations
• 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
• Manages staffing matrix, finds backfills for scheduled and unscheduled absences
• Interviews and assesses candidates
• 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 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/team member
• 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/nonclient business activities
• May assist with daily management of facilities
• Creation of proposals in customer systems and well as print production environment
• Support Executive Level client facing staff
• Vendor procurement and coordination for special projects
• Self-motivated customer brand ambassador
• 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

Skills & Qualifications:

• Requires High School diploma or equivalent; college is a plus.
• 2-3 years in Hospitality and Service industry related field preferred.
• Previous management experience required.
• 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
• Knowledge of Skype Client and Bridge Operator Console Knowledge of iVisitor guest check-in software
• Create and bring new ideas for events
• Proficient in coordinating, organizing, planning events
• Proficient in the use of workplace productivity services example; visual communication services, meeting room services and facilities/workplace management services

Paladin is an EEOC employer.