Hospitality Site Manager

 

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 servicesPrepare and deliver performance reviews (or assist in preparation and delivering)Organize team meetings and define action plansAble to step into any of the hospitality and customer service type roles: Lobby, Client Experience, agency Guest RelationsResponsible for conference room booking and room conflict resolution, book travel, expense reportingConflict management and resolution of conference room bookingsWork with cross-functional teams (AV, IT, Facilities, Concierge) to coordinate events and client meetingsManages staffing matrix, finds backfills for scheduled and unscheduled absences Interviews and assesses candidatesResponsible for appearance/maintenance of all hospitality/facilities areasSupport clients and team through excellent communication and professional level skillsPrepare for key client visits / liaise with Building Security staffConvert monthly volumes into RICOH Monthly Management report along with creating customized reporting for clientOversees catering program for sites and ensures qualityWorks 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 requestsEnsures SOP's are consistently followed (i.e. mail procedures, visitor access, new hire procedures, office seating)Holds Client Communication Meetings: Communicate daily with internal and external clientsMaintains communication with Site Managers and guides and assist 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. Along with providing daily guidance and direction to Hospitality Specialists regarding workflow, catering issues, logistics, events, etc.Manage client vendor relationships/validating vendor invoices and submitting for processingProvide advanced administrative skills in typing, proofreading, and editing various documents, coordinates 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 memberAssisting with cleaning kitchens, stocking supplies, and tracking inventory.Greet visitors/guests -validate against guest list, provide badge, parking validation as necessaryServe as company concierge in regard to guests, clients, staff, providing tours of facilities,Coordinate catering for meetings with support staff and caterersMaintain and update company phone & speed dial listsSchedule meeting rooms, ensuring that each conference room has the necessary supplies and set-up prior to meeting timesWhere/when appropriate, the individual will also be asked to help with other departmental/non- client business activitiesMay assist with daily management of facilitiesCreation of proposals in customer systems and well as print production environmentSupport Executive Level client facing staffVendor procurement and coordination for special projectsSelf-motivated customer brand ambassadorInvoices accounts and interacts with customer; assists in maintaining acceptable profit levels and ensures that customer expectations are metRepresents the culture of both Ricoh and the customer as requiredPerform other duties as assigned

  QUALIFICATIONS (Education, Experience, and Certifications)

Requires High School diploma or equivalent; college is a plus.2-3 years in Hospitality and Service industry related field preferred.Previous management experience required.Required proficient PC skills, utilizing standard business software applications, and Microsoft suite-Outlook, Outlook Calendar, Word, Excel, PPT.

KNOWLEDGE, Skills And Abilities

Needs to have excellent written as well as verbal communication skillsExcellent customer service skillsAbility to work under pressure is a mustAbility to set goals by defining and prioritizing specific, realistic objectivesAbility to remain updated on current technology and trends in the marketplace by reading relevant journals, magazines and newspapersExpert with MRM meeting room management software and reportingKnowledge of Skype Client and Bridge Operator ConsoleKnowledge of iVisitor guest check-in softwareCreate and bring new ideas for eventsProficient in coordinating, organizing, planning eventsProficient in the use of workplace productivity services example; visual communication services, meeting room services and facilities/workplace management services

 

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 that typically with less than 10 lbs. (e.g., papers, books, files and small parts, etc.).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 a job.