Senior Specialist, Hospitality, Ent Customer Experience

POSITION PROFILE This position is directly responsible for the execution and management of the hospitality operations and strategy for the entire enterprise account. Maintain contractual compliance to ensure consistency in site level performance and service excellence standards. Focus will be on hospitality operations, employee selection, development, succession planning, account-level customer experience, and meeting profit objectives for the customer across all locations. This position is a key member of the EAO team.

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 oversee hospitality and customer service type roles: Lobby, Client Experience, agency Guest Relations. Work with cross-functional teams (AV, IT, Facilities, Concierge, Catering or food service vendors) to coordinate events and client meetings. Manages staffing matrix, finds backfills for scheduled and unscheduled absences. Interviews and assesses candidates. Support clients and team through excellent communication and professional-level skills. Convert monthly volumes into RICOH Monthly Management report along with creating customized reporting for clients. Oversees catering program for multiple sites and ensures quality. Works closely with Facilities Management to ensure function and maintenance of meeting space. Develops and maintains Standard Operating Procedures (SOPs). Ensures SOPs are consistently followed across multiple locations (i.e. mail procedures, visitor access, new hire procedures, office seating, and all hospitality-related functions). Maintains communication with Site Managers and guides and assists with any employee relations or performance issues. Manage client vendor relationships at a high level, validating vendor invoices and submitting them 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. Coordinate catering for meetings with support staff and caterers. Where/when appropriate, the individual will also be asked to help with other departmental/non-client business activities. May assist with daily management of facilities. Creation of proposals in customer systems as well as print production environment. Support Executive Level client-facing staff. Vendor procurement, relationship management, and coordination for special projects. Self-motivated customer brand ambassador. Invoices accounts and interacts with customers; assists in maintaining acceptable profit levels and ensures that customer expectations are met. Represents the culture of both Ricoh and the customer as required. Creates and implements via direct training, standards, and operating procedures ensuring consistent execution across the entire account. Promotes effective use of internal recruiting and selection process to attract and hire talent. Identify employee training and development expectations through formal competency assessments and Ricoh training offerings to achieve proficiencies. Arranges assignments, training, and other experiences to build team members' learning, development, and job satisfaction. Establishes goals, clarifies roles and responsibilities, and holds workgroup members (Internal/External) accountable. Continually monitor, evaluate, and recognize employee excellence leveraging the Ricoh Recognizes program. Confronts performance issues and collaboratively establishes steps for improvement including managerial courage to take action and make necessary decisions. Sets expectations and empowers others to solve problems and facilitates discussions that generate creative solutions and remove obstacles to necessary process changes. Responsible for succession planning through the development of promotable candidates. Develops key relationships with site customers. Identify gaps in hospitality service delivery and adjust process documentation to work within the client or Ricoh framework. Ensure that all EAO initiatives are executed in a timely manner and in alignment with quality requirements by utilizing program tools and best practices. Knowledgeable of and ability to navigate Ricoh internal structure and facilitates cadence for internal communications as required. Conduct and support account certifications to inspect service delivery standards, ensuring compliance and driving continuous improvement. Assists in the installation of new or expanding sites, specifically focused on the onboarding and validation of procedural/operational aspects and customer satisfaction. Able to support, lead, and manage teams through all phases of Change Management. Creates and maintains a customer-focused environment and RSE standards, with regular site inspections, end-user feedback, and customer satisfaction surveys. Owns site customer escalations, root cause analysis, and issue resolutions to ensure optimal customer satisfaction. Responsible for creating/conducting account-level reporting, presentations, and business reviews to ensure alignment with contractual requirements. Owns required national/enterprise reporting for the hospitality function. Responsible for the effective management of RICOH Service Excellence within assigned accounts. Ensure site documentation quality for hospitality is being maintained and relevant to capture changes in customer/Ricoh services by inspection of SOP guide and validation of procedures for the onsite service. Complete understanding of EAO best practices and procedures and contributes site overview and responsibility details to the Ricoh Account Management Playbook. Maintains current knowledge of Ricoh service solutions. Ensures profitability of all assigned accounts down to individual site locations to achieve financial goals. Up to 75% travel depending on account needs. Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications) Typically Requires:

College degree is preferred. 5 years in Hospitality and Service industry related field preferred. 5 years of foodservice management experience. Previous experience directing or managing banquets and catering in a volume setting. Dining room service or equivalent experience preferred. Previous management experience required. Required proficient PC skills, utilizing standard business software applications, and Microsoft suite-Outlook, Outlook Calendar, Word, Excel, PPT.

KNOWLEDGE, Skills, And Abilities

Excellent client 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. 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. Excellent organizational skills. Robust financial and business acumen. Capability to analyze and present data in a professional setting. Capacity to multitask, work in a fast-paced environment, and have a high-level attention to detail. Ability to work independently and to partner with others to promote an environment of teamwork. Results-oriented with the ability to be flexible and work well under pressure. Excellent interpersonal skills with strong written and verbal communication abilities.

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 to 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 that typically weigh less than 10 lbs. (e.g., papers, books, files, and small parts, etc.). Moderate dexterity is required: regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination). Typically, requires a 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 a job.