Supervisor I, Hospitality Customer Experience

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 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.

  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 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

  Qualifications (Education, Experience, Certifications)

• High School diploma or equivalent required; college degree preferred
• 2–3 years in hospitality or service‑industry related fields preferred
• Previous management experience required
• Proficient PC skills, including Microsoft Outlook, Outlook Calendar, Word, Excel, and PowerPoint

  Knowledge, Skills, and Abilities

• 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