Hospitality Customer Experience Manager

Overview Job Description: Hospitality Customer Experience Manager. Provides exceptional service-related support to Service Delivery customers in hospitality, concierge, and Ricoh Workplace Services. Supervises day-to-day operations of Managed Services staff. Spends time delivering hospitality, concierge, and Ricoh Workplace Services with a high degree of customer interface. Represents the culture of Ricoh and the customer. 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 SOPs 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 assists 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. Provide 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; coordinate 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-building events Assist with cleaning kitchens, stocking supplies, and tracking inventory Greet visitors/guests, validate against guest list, provide badge, and parking validation as necessary Serve as company concierge for guests, clients, and staff; provide tours of facilities Coordinate catering for meetings with support staff and caterers Maintain and update company phone & speed dial lists Schedule meeting rooms, ensuring each conference room has the necessary supplies and setup prior to meeting times When appropriate, assist with other departmental/non-client business activities May assist with daily management of facilities Creation of proposals in customer systems Support Executive Level client-facing staff Vendor procurement and coordination for special projects Invoicing accounts and interacting with customers Assist in maintaining acceptable profit levels and ensure customer expectations are met Represents the culture of both Ricoh and the customer as required Perform other duties as assigned Qualifications (Education, Experience, and Certifications) Requires High School diploma or equivalent College is a plus 1-3 years in Hospitality and Service industry related field preferred Proficient PC skills, utilizing standard business software applications, and Microsoft Suite (Outlook, Outlook Calendar, Word, Excel, PowerPoint) Knowledge, Skills and Abilities Excellent written and verbal communication skills Excellent customer service skills Ability to work under pressure Ability to set goals by defining and prioritizing specific, realistic objectives Ability to stay updated on current technology and trends in the marketplace Expert with MRM meeting room management software and reporting Knowledge of Skype Client and Bridge Operator Console Knowledge of iVisitor guest check-in software Proficient in coordinating, organizing, and planning events Proficient in the use of workplace productivity services (example: visual communication services, meeting room services and facilities/workplace management services) Working Conditions, Mental and Physical Demands Typically, an office environment with adequate lighting and ventilation, and a normal temperature range and noise level Work assignments are diversified; interpret, comprehend, and apply complex material, data and instruction; prepare, provide and convey diversified information Minimal physical effort; mostly sedentary but may require walking, standing, bending, reaching, lifting or carrying objects up to 10 lbs Moderate dexterity; regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination) Typically requires a flexible schedule #J-18808-Ljbffr Ricoh Colombia