Supervisor I, Hospitality Customer Experience

Ricoh•Atlanta, GA

23h•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 day‑to‑day operations of Managed Services staff. Approximately 80% of time is spent delivering hospitality, concierge, and workplace services; approximately 20% is spent on administrative duties, developing procedures, and implementing processes. This role requires a high degree of customer interaction and represents both Ricoh’s culture and the customer’s culture.

Requirements

High School diploma or equivalent required
Previous management experience required
Proficient PC skills, including Microsoft Outlook, Outlook Calendar, Word, Excel, and PowerPoint
Excellent written and verbal communication skills
Strong customer service skills
Ability to work under pressure
Ability to set goals and prioritize realistic objectives
Ability to stay updated on technology and industry trends
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 propose new event ideas
Proficient in coordinating, organizing, and planning events
Proficient in workplace productivity services (visual communication, meeting room services, facilities/workplace management)

Nice To Haves

college degree preferred
2–3 years in hospitality or service‑industry related fields preferred

Responsibilities

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 delivery)
Organize team meetings and define action plans
Able to step into any hospitality or customer service role: lobby, client experience, agency guest relations
Responsible for conference room booking, conflict resolution, travel booking, and expense reporting
Manage conflict resolution for conference room bookings
Coordinate events and client meetings with cross‑functional teams (AV, IT, Facilities, Concierge)
Manage staffing matrix; secure backfills for scheduled and unscheduled absences
Interview and assess candidates
Ensure appearance and maintenance of all hospitality/facilities areas
Support clients and team through excellent communication and professional skills
Prepare for key client visits and liaise with building security
Convert monthly volumes into Ricoh Monthly Management Reports and create customized client reporting
Oversee catering programs and ensure quality
Partner with Facilities Management to ensure meeting space functionality and maintenance
Develop and maintain SOPs for visitor access and special requests
Ensure SOPs are consistently followed (mail procedures, visitor access, new hire procedures, office seating)
Hold client communication meetings; communicate daily with internal and external clients
Maintain communication with Site Managers and assist with employee relations or performance issues
Manage catering and beverage orders; coordinate details with Hospitality Manager, staff, reception, office support, and building management
Process and follow up on all catering orders; provide daily guidance to Hospitality Specialists regarding workflow, logistics, events, etc.
Manage client vendor relationships; validate vendor invoices and submit for processing
Provide advanced administrative skills in typing, proofreading, editing documents, and coordinating projects, events, and meetings
Manage and/or assist with internal and external events; coordinate office‑wide special events and projects
Assist with kitchen cleaning, stocking supplies, and tracking inventory
Greet visitors/guests, validate against guest lists, issue badges, and provide parking validation
Serve as company concierge for guests, clients, and staff; provide facility tours
Coordinate catering for meetings with support staff and caterers
Maintain and update company phone and speed‑dial lists
Schedule meeting rooms and ensure proper supplies and setup
Assist with other departmental or non‑client business activities as needed
May assist with daily facilities management
Create proposals in customer systems and print production environments
Support executive‑level client‑facing staff
Manage vendor procurement and coordination for special projects
Act as a self‑motivated customer brand ambassador
Invoice accounts and interact with customers; assist in maintaining acceptable profit levels and meeting customer expectations
Represent the culture of both Ricoh and the customer
Perform other duties as assigned