Banquet and Events Manager

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.

• 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/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‑motivated customer brand ambassador.

• Invoices accounts and interacts with…