Supervisor I, Hospitality Customer Experience

 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. 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 Ricoh culture and the customer's culture.

 

Job Duties and 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 SOPs 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 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, validate vendor invoices and submit 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/team member Assist 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; 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 that each conference room has the necessary supplies and set-up prior to meeting times Where/when appropriate, assist with other departmental/non-client business activities May assist with daily management of facilities Create proposals in customer systems as well as in print production environment Support Executive Level client-facing staff Vendor procurement and coordination for special projects Self-motivated customer brand ambassador Invoice accounts and interact with customers; assist in maintaining acceptable profit levels and ensure that customer expectations are met Represent the culture of both Ricoh and the customer as required Perform other duties as assigned  

QUALIFICATIONS (Education, Experience, and Certifications)

High School diploma or equivalent required; college is a plus 2–3 years in Hospitality and Service industry-related field preferred Previous management experience required 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 Strong 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 Expertise with MRM meeting room management software and reporting Knowledge of Skype Client and Bridge Operator Console Knowledge of iVisitor guest check-in software Ability to create and bring new ideas for events Proficient in coordinating, organizing, and planning events Proficient in workplace productivity services including visual communication, meeting room services, and facilities/workplace management  

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 required; work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects typically less than 10 lbs. (e.g., papers, books, files, small parts) Moderate dexterity; regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination) Typically requires flexible schedule

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job.