Hospitality Customer Experience Manager

Position Summary

The Hospitality & Event Coordinator is responsible for delivering exceptional service and operational leadership across Hospitality, Concierge, and Ricoh Workplace Services. This role oversees the day-to-day management of workplace services personnel while ensuring an outstanding customer and guest experience that reflects both the client's culture and Ricoh's service excellence standards.

Approximately 80% of the role is dedicated to hospitality, concierge, workplace services, and customer experience delivery, while 20% focuses on administrative leadership, reporting, process improvement, and operational oversight.

The ideal candidate is a customer-focused leader who excels at team development, stakeholder engagement, event coordination, and workplace operations management.

Key Responsibilities Leadership & Team Management

• Manage and provide leadership to employees supporting workplace productivity, hospitality, concierge, meeting room services, and customer experience programs.
• Conduct and support employee performance reviews, coaching conversations, and development initiatives.
• Organize team meetings, establish priorities, and develop action plans to drive operational excellence.
• Manage staffing schedules and staffing matrices, including securing coverage for planned and unplanned absences.
• Interview, assess, and onboard new team members.
• Guide Site Managers and assist with employee relations and performance management matters.

Hospitality & Customer Experience

• Serve as a visible ambassador for both Ricoh and the client organization by delivering exceptional customer service.
• Step into hospitality-facing roles as needed, including reception, lobby services, guest relations, and client experience support.
• Welcome visitors and guests, manage access procedures, issue visitor badges, and coordinate parking validations.
• Provide facility tours and concierge services for guests, clients, and employees.
• Develop innovative ideas and programs that enhance the workplace and visitor experience.

Conference & Workplace Services

• Manage conference room scheduling, meeting room conflicts, and workplace productivity services.
• Ensure meeting spaces are fully prepared and equipped prior to scheduled events.
• Coordinate closely with AV, IT, Facilities, Security, and other cross-functional teams to support meetings and events.
• Oversee workplace technologies and meeting room management systems, including reporting and utilization tracking.
• Support executive-level stakeholders with meeting coordination and administrative services.

Events, Catering & Vendor Management

• Oversee catering programs, beverage services, and hospitality-related vendor relationships.
• Coordinate internal and external meetings, executive visits, conferences, and special events.
• Process, track, and follow up on catering requests while ensuring high-quality service delivery.
• Manage vendor procurement activities, review invoices, and validate billing for payment processing.
• Prepare facilities and coordinate logistics for client visits and special events.

Operations & Administration

• Develop, maintain, and enforce Standard Operating Procedures (SOPs) related to workplace services, visitor management, mail operations, onboarding procedures, office seating, and other workplace functions.
• Ensure operational consistency and compliance with established procedures.
• Prepare monthly management reports and customized client reporting.
• Coordinate projects, communications, documentation, presentations, and other administrative initiatives.
• Maintain company directories, phone lists, and workplace records.
• Assist with facility operations, inventory management, supply replenishment, and workplace organization.
• Monitor hospitality and workplace environments to ensure a professional appearance and operational readiness.

Financial & Client Management

• Support account profitability through effective operational management and service delivery.
• Process invoices and maintain productive relationships with clients and vendors.
• Ensure client expectations are consistently met or exceeded through proactive communication and service excellence.
• Conduct regular client communication meetings and maintain effective relationships with internal and external stakeholders.

Qualifications Education

• High School Diploma or equivalent required.
• Associate's or Bachelor's degree preferred.

Experience

• Minimum 2-3 years of experience in hospitality, concierge services, workplace services, customer experience, or a related service industry.
• Previous supervisory or management experience required.
• Experience supporting executive-level clients, workplace operations, or hospitality programs preferred.

Knowledge, Skills & Abilities

• Exceptional verbal and written communication skills.
• Strong customer service orientation with a hospitality-first mindset.
• Proven leadership, coaching, and team development capabilities.
• Ability to thrive in a fast-paced environment and effectively manage competing priorities.
• Strong event planning, coordination, and organizational skills.
• Experience with workplace productivity services, meeting room operations, visual communication services, and facilities support.
• Proficiency in Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
• Knowledge of meeting room management systems and reporting tools.
• Familiarity with visitor management platforms and conferencing technologies.
• Excellent problem-solving, conflict-resolution, and relationship-management skills.
• Ability to develop, implement, and maintain operational procedures and service standards.
• Self-motivated, professional, and capable of working independently with minimal supervision.

Working Conditions

• Office-based environment with regular interaction with employees, executives, clients, visitors, and vendors.
• Work requires frequent walking, standing, and movement throughout facilities.
• Occasional lifting, carrying, or moving of light materials and supplies (typically under 10 pounds).
• Flexible schedule may be required to support meetings, client events, and special projects.
• Requires strong attention to detail, adaptability, and the ability to manage multiple responsibilities.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, skills, efforts, or working conditions associated with the role.