Hospitality Customer Experience Manager

Ricoh • Nashville, TN

2d • Onsite

About The Position

Provides exceptional service-related support to Service Delivery customers in hospitality, concierge, and Ricoh Workplace Services. The Hospitality, Customer Experience Manager supervises the day-to-day operations of Managed Services staff, with a primary focus on the delivery of hospitality, concierge, and workplace services. This role requires a high degree of customer interaction and serves as a representative of both Ricoh’s culture and the customer’s culture.

Requirements

• High School Diploma or equivalent required; college education is a plus.
• One (1) to three (3) years of experience in the hospitality, customer service, or service industry preferred.
• Proficient computer skills, including Microsoft Office applications: Outlook, Outlook Calendar, Word, Excel, PowerPoint.
• Excellent written and verbal communication skills.
• Outstanding customer service and interpersonal skills.
• Ability to work effectively under pressure in a fast-paced environment.
• Ability to establish goals by defining and prioritizing realistic objectives.
• Ability to stay current with emerging technologies and industry trends.
• Advanced knowledge of MRM (Meeting Room Management) software and reporting.
• Knowledge of Skype Client and Bridge Operator Console.
• Knowledge of iVisitor guest check-in software.
• Strong event planning, coordination, and organizational skills.
• Proficiency in workplace productivity services, including: Visual communication services, Meeting room services, Facilities and workplace management services.

Responsibilities

• Responsible for conference room booking, room conflict resolution, travel arrangements, and expense reporting.
• Manage and resolve conference room scheduling conflicts.
• Collaborate with cross-functional teams, including AV, IT, Facilities, and Concierge teams, to coordinate events and client meetings.
• Responsible for the appearance and maintenance of all hospitality and facilities areas.
• Support clients and team members through excellent communication and professional customer service.
• Prepare for key client visits and coordinate with Building Security staff.
• Convert monthly operational volumes into the Ricoh Monthly Management Report and create customized reports for clients.
• Oversee catering programs and ensure quality standards are maintained.
• Work closely with Facilities Management to ensure the functionality and maintenance of meeting spaces.
• Develop and maintain Standard Operating Procedures (SOPs) for visitor access and special requests.
• Ensure SOPs are consistently followed, including mail procedures, visitor access, new hire processes, and office seating arrangements.
• Conduct Client Lead Communication Meetings and maintain daily communication with internal and external clients.
• Maintain communication with Site Managers and provide guidance regarding employee relations and performance issues.
• Coordinate catering and beverage orders and collaborate with Hospitality Managers, staff, reception teams, office support, and building management as needed.
• Process and follow up on all catering orders, while providing daily guidance to Hospitality Specialists regarding workflow, catering logistics, events, and service delivery.
• Manage vendor relationships, validate vendor invoices, and submit invoices for processing.
• Provide advanced administrative support, including typing, proofreading, editing documents, coordinating projects, planning events, organizing meetings, and supporting firm initiatives.
• Manage and/or assist with internal and external events, office-wide projects, and special events for client organizations.
• Develop and introduce new ideas for team-building activities and employee engagement events.
• Assist with kitchen maintenance, supply stocking, and inventory tracking.
• Greet visitors and guests, verify attendance against guest lists, issue visitor badges, and provide parking validation when necessary.
• Serve as a company concierge for guests, clients, and staff, including providing facility tours.
• Coordinate meeting catering with support staff and external catering vendors.
• Maintain and update company phone directories and speed-dial lists.
• Schedule meeting rooms and ensure proper room setup, supplies, and readiness prior to meetings.
• Support additional departmental and non-client-related business activities as required.
• Assist with day-to-day facilities management activities as needed.
• Create proposals within customer systems.
• Provide support to executive-level, client-facing personnel.
• Coordinate vendor procurement and support special projects.
• Process invoicing, interact with customers, assist in maintaining acceptable profit levels, and ensure customer expectations are met.
• Represent the cultures and values of both Ricoh and the customer organization.
• Perform other duties as assigned.

Benefits

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED