Banquet and Events Manager

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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.

• 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 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 customised 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/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, 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 processing.
• Provide 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 member.
• Assisting 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, providing 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, the individual will also be asked to help with other departmental/non‑client business activities.
• May assist with daily management of facilities.
• Creation of proposals in customer systems as well as print production environment.
• Support Executive Level client‑facing staff.
• Vendor procurement and coordination for special projects.
• Self‑motivate…