Ricoh Americas Corporation
Events & Hospitality Manager
Ricoh Americas Corporation, Atlanta, Georgia, United States, 30383
Supervisor I, Hospitality Customer Experience
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. Approximately 80% of time should be spent in delivery of hospitality, concierge, and Ricoh Workplace Services and approximately 20% of the time should be spent in administrative duties, developing and implementing related procedures. High degree of customer interface. This position serves as a representative of both Ricoh culture and the customer's culture.
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 step into any of the hospitality and customer service type roles: Lobby, Client Experience, agency Guest Relations
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
Manages staffing matrix, finds backfills for scheduled and unscheduled absences
Interviews and assesses candidates
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 SOPs are consistently followed (i.e. mail procedures, visitor access, new hire procedures, office seating)
Holds Client Communication Meetings: Communicate daily with internal and external clients
Maintains communication with Site Managers and guides and assists 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. Provide daily guidance and direction to Hospitality Specialists regarding workflow, catering issues, logistics, events, etc.
Manage client vendor relationships, validate vendor invoices and submit for processing
Provide advanced administrative skills in typing, proofreading, and editing various documents; coordinate 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/team member
Assist 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; provide 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, assist with other departmental/non-client business activities
May assist with daily management of facilities
Create proposals in customer systems as well as in print production environment
Support Executive Level client-facing staff
Vendor procurement and coordination for special projects
Self-motivated customer brand ambassador
Invoice accounts and interact with customers; assist in maintaining acceptable profit levels and ensure that customer expectations are met
Represent the culture of both Ricoh and the customer as required
Perform other duties as assigned
QUALIFICATIONS (Education, Experience, and Certifications)
High School diploma or equivalent required; college is a plus
2-3 years in Hospitality and Service industry-related field preferred
Previous management experience required
Proficient PC skills, utilizing 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 skills
Ability to work under pressure
Ability to set goals by defining and prioritizing specific, realistic objectives
Ability to stay updated on current technology and trends in the marketplace
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 bring new ideas for events
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; 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 typically less than 10 lbs. (e.g., papers, books, files, small parts)
Moderate dexterity; regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination)
Typically requires 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 the job.
Come Create at Ricoh:
If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.
Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information-how it is collected, stored, managed, and shared-to unlock the potential in every organization. We deliver services and technologies that inspire our customers' success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.
Invest in Yourself:
At Ricoh, you can:
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.
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. Approximately 80% of time should be spent in delivery of hospitality, concierge, and Ricoh Workplace Services and approximately 20% of the time should be spent in administrative duties, developing and implementing related procedures. High degree of customer interface. This position serves as a representative of both Ricoh culture and the customer's culture.
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 step into any of the hospitality and customer service type roles: Lobby, Client Experience, agency Guest Relations
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
Manages staffing matrix, finds backfills for scheduled and unscheduled absences
Interviews and assesses candidates
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 SOPs are consistently followed (i.e. mail procedures, visitor access, new hire procedures, office seating)
Holds Client Communication Meetings: Communicate daily with internal and external clients
Maintains communication with Site Managers and guides and assists 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. Provide daily guidance and direction to Hospitality Specialists regarding workflow, catering issues, logistics, events, etc.
Manage client vendor relationships, validate vendor invoices and submit for processing
Provide advanced administrative skills in typing, proofreading, and editing various documents; coordinate 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/team member
Assist 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; provide 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, assist with other departmental/non-client business activities
May assist with daily management of facilities
Create proposals in customer systems as well as in print production environment
Support Executive Level client-facing staff
Vendor procurement and coordination for special projects
Self-motivated customer brand ambassador
Invoice accounts and interact with customers; assist in maintaining acceptable profit levels and ensure that customer expectations are met
Represent the culture of both Ricoh and the customer as required
Perform other duties as assigned
QUALIFICATIONS (Education, Experience, and Certifications)
High School diploma or equivalent required; college is a plus
2-3 years in Hospitality and Service industry-related field preferred
Previous management experience required
Proficient PC skills, utilizing 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 skills
Ability to work under pressure
Ability to set goals by defining and prioritizing specific, realistic objectives
Ability to stay updated on current technology and trends in the marketplace
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 bring new ideas for events
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; 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 typically less than 10 lbs. (e.g., papers, books, files, small parts)
Moderate dexterity; regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination)
Typically requires 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 the job.
Come Create at Ricoh:
If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.
Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information-how it is collected, stored, managed, and shared-to unlock the potential in every organization. We deliver services and technologies that inspire our customers' success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.
Invest in Yourself:
At Ricoh, you can:
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.