Hospitality Customer Experience Manager

Job Description

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

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

• Minimum 2-3 years of experience in hospitality, concierge services, workplace services, customer experience, or a related…