Hospitality Customer Experience Manager

Position Profile

The Hospitality Customer Experience Manager provides exceptional service-related support to Service Delivery customers in hospitality, concierge, and Ricoh Workplace Services. This role supervises the day-to-day operations of Managed Services staff and is highly customer-facing. The position embodies both Ricoh's and the client's culture, ensuring a seamless and professional experience.

• Manage conflict resolution and scheduling for conference room bookings.
• Coordinate events and client meetings with cross-functional teams (AV, IT, Facilities, Concierge).
• Oversee the appearance and maintenance of all hospitality and facilities areas.
• Support clients and team members through clear communication and professional service.
• Prepare for key client visits and liaise with security staff.
• Document monthly activities for the Ricoh Monthly Management Report.
• Collaborate with Facilities Management to ensure meeting space functionality.
• Develop and maintain Standard Operating Procedures (SOPs) as directed.
• Ensure consistent adherence to SOPs.
• Maintain regular communication with the Site Manager.
• Manage kitchen, coffee, and office supply orders, inventory, and stocking.
• Communicate ongoing events, workflow, supply issues, and logistics with the Site Manager, key client contacts, and team members.
• Provide advanced administrative support including document editing, project coordination, and event planning.
• Assist with internal and external events and coordinate office-wide special events.
• Propose and organize team-building events.
• Assist with kitchen cleanliness, supply stocking, and inventory tracking.
• Serve as a concierge for guests, clients, and staff, including facility tours.
• Ensure conference rooms are properly supplied, set up, and reset throughout the day.
• Support all Ricoh-provided services on-site as needed.
• Represent the culture and values of both Ricoh and the client.
• Perform other duties as assigned.

• High school diploma or equivalent required; college education is a plus.
• 1-3 years of experience in the hospitality or service industry preferred.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and standard business software applications.

• Excellent written and verbal communication skills.
• Strong customer service orientation.
• Ability to work under pressure and manage multiple priorities.
• Goal-setting and prioritization skills.
• Awareness of current technology and industry trends.
• Proficient in event planning and coordination.
• Familiarity with workplace productivity services (e.g., visual communication, meeting room services, facilities management).

• Typical office environment with standard lighting, ventilation, and noise levels.
• Diverse work assignments requiring interpretation and application of complex information.
• Minimal physical effort; mostly sedentary with occasional walking, standing, bending, and lifting (typically under 10 lbs).
• Moderate dexterity required (e.g., keyboard use, hand tools, eye/hand coordination).
• Flexible work schedule may be required.