Job Description

Hospitality Customer Experience Manager

Position Profile:


Provides exceptional service-related support to Service Delivery customers in hospitality, concierge, and Ricoh Workplace Services within a legal office setting. The Hospitality Customer Experience Manager supervises day-to-day operations of Managed Services staff and is responsible for training and managing hospitality and reception employees. Time should be spent in delivery of hospitality, concierge, and Ricoh Workplace Services, with a high degree of customer interface. This position serves as a representative of both Ricoh culture and the client's legal office culture.

Job Duties and Responsibilities

Responsible for managing and training employees in hospitality and reception roles Able to step into any hospitality or customer service role as needed Responsible for appearance and reporting maintenance of all conference rooms and hospitality/facilities areas Responsible for conference room booking and room conflict resolution Conflict management and resolution of conference room bookings Work with cross-functional teams (AV, IT, Facilities, Concierge, catering) to coordinate events and client meetings Working knowledge of all conference room capabilities, configurations, and available services/equipment Prepare for key client visits; proactively set up walkthroughs or calls for larger events to discuss logistics, configurations, and guide clients to optimal solutions Develops and maintains Standard Operating Procedures for MRM, visitor access, and special requests Ensures SOPs are consistently followed (e.g., mail procedures, visitor access, new hire procedures, office seating) Manage client vendor relationships, validate vendor invoices, and submit for processing Create customized reporting for client and convert monthly volumes into Ricoh Monthly Management Report Participate in weekly meetings with Catering and the admin team to review upcoming events and logistics Work directly with Catering to provide daily guidance to catering attendants regarding workflow, logistics, and events Maintain ongoing discussions with Catering to ensure alignment on future events and expectations Hold Client Communication Meetings; communicate daily with internal and external clients Contact staff and attorneys regarding logistics of requests; clarify missing or unclear information and suggest menus, room setups, and services Manage and/or assist with various internal and external events; coordinate office-wide special events and projects with identified client/team member Required to attend all key events on- and off-site Flexible schedule required to support legal office needs and events Provide backup reception duties as needed Provide advanced administrative skills in typing, proofreading, email response, and editing documents; coordinate projects, events, firm meetings, and other initiatives independently Assist with budgeting and proposal creation in customer systems Support executive-level client-facing staff Vendor procurement and coordination for special projects Invoice accounts and interact with customer; assist in maintaining acceptable profit levels and ensure customer expectations are met Represent the culture of both Ricoh and the legal client Perform other duties as assigned

QUALIFICATIONS (Education, Experience, and Certifications)

Requires High School diploma or equivalent; college degree is a plus 1-3 years in hospitality and service industry-related field preferred, ideally within a legal or professional services environment Proficient PC skills using 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 and conflict resolution skills Ability to work under pressure and manage multiple priorities Ability to set goals by defining and prioritizing specific, realistic objectives Ability to stay current on workplace technology and trends Expert with MRM meeting room management software and reporting Knowledge of Skype Client and Bridge Operator Console Knowledge of iVisitor guest check-in software 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 Minimal physical effort required; work is mostly sedentary but includes walking, standing, bending, reaching, and lifting objects under 10 lbs, hands on assistance with events required Moderate dexterity - regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination) Flexible schedule required to support legal office operations and events
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.