Hospitality Customer Service Manager

Qualified candidates for this position should be fully vaccinated by 1st day of hire for the Covid virus. Ricoh will evaluate requests to reasonably accommodate qualified candidates who have not been vaccinated because of a disability or sincerely held religious belief, practice, or observance.

 

RICOH EMPOWERS WORKPLACES using innovative technologies - services enabling individuals to work smarter. Our people deliver on the promise of Service Excellence.

Ricoh offers a full portfolio of benefit and employee programs such as:
  • Medical Coverage - Vision Coverage
  • Dental Coverage
  • Short/Long Term Disability
  • Term Life and AD-D Insurance
  • Spouse and Dependent Life Insurance
  • Flexible Spending Account
  • Employee Assistance Programs and Work Life Benefits
  • Time off Benefits including: Vacation, Sick, and Holiday
  • Tuition Reimbursement......and many more

These roles are permanent positions that play a critical role in delivering Ricoh's services and solutions to our customers. Ricoh offers positions with a developmental path and a range of training resources to meet our employees' needs. From on-boarding training to continued development for all of our employees, we provide many resources to set our employees up for continued success.

Ricoh works to motivate employees with competitive pay and benefits that are affordable. We offer proven career paths - locally, regionally, and nationally.

 

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 in delivery of hospitality, concierge, and Ricoh Workplace Services. High degree of customer interface. This position serves as a representative of both Ricoh culture and the customers culture.

JOB DUTIES AND 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 SOP's 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 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
  • Create and bring new ideas for firm team buildings events
  • 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/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
  • 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

 

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.
  • Required proficient PC skills, utilizing standard business software applications, and Microsoft suite-Outlook, Outlook Calendar, Word, Excel, PPT.

Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.

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