Hospitality Customer Experience Manager
Ricoh USA, Inc. · Nashville, TN, United States ·
- Work mode
- Onsite
- Category
- Management
- Experience
- 3+ years
Hospitality Customer Experience Manager
This position offers $1000.00 sign on bonus for new Ricoh members!
About the Role
We are seeking a highly motivated and service-driven Hospitality Customer Experience Manager to lead workplace hospitality, concierge, meeting and event services, and client experience operations in a professional corporate environment. This individual will serve as the face of both Ricoh and our client, ensuring exceptional service delivery, operational excellence, and memorable experiences for employees, clients, and guests.
The ideal candidate is a hands-on leader who thrives in a fast-paced environment, excels at relationship management, and is passionate about delivering elevated hospitality experiences while managing day-to-day operations, events, vendors, and workplace services.
Key Responsibilities
Client Experience & Hospitality Leadership
- Lead all hospitality and concierge operations to ensure a seamless and exceptional client and employee experience.
- Serve as the primary point of contact for hospitality-related services, executive support, and visitor experiences.
- Greet and support guests, clients, and visitors while maintaining a professional and welcoming environment.
- Ensure meeting rooms, reception areas, kitchens, and hospitality spaces are maintained to the highest standards.
Meetings, Events & Catering
- Manage conference room scheduling, meeting logistics, and conflict resolution.
- Coordinate internal and external meetings, executive visits, firm events, and special projects.
- Oversee catering programs, including vendor management, ordering, quality control, and invoice processing.
- Collaborate with AV, IT, Facilities, Security, and other support teams to execute successful meetings and events.
- Develop creative ideas for employee engagement activities, client events, and workplace experiences.
Operations & Team Leadership
- Provide daily leadership and direction to hospitality and workplace services team members.
- Ensure adherence to standard operating procedures and workplace policies.
- Manage vendor relationships, procurement activities, and service performance.
- Support employee development, workflow management, and operational consistency across services.
- Partner with Facilities teams to ensure meeting spaces and hospitality areas operate efficiently.
Administrative & Reporting
- Prepare operational reports, service metrics, and customized client reporting.
- Maintain workplace documentation, visitor management procedures, and process standards.
- Support executive-level staff with administrative requests, travel coordination, and special projects.
- Manage invoices, budgets, and vendor payments while ensuring service quality and profitability objectives are met.
Qualifications
- High School Diploma or equivalent required; college degree preferred.
- 3+ years of experience in hospitality, concierge, customer experience, workplace services, hotel operations, or a related field.
- Experience leading teams and managing client-facing operations.
- Strong proficiency with Microsoft Office Suite, including Outlook, Excel, Word, and PowerPoint.
- Experience coordinating meetings, events, catering, and workplace services programs.
What We're Looking For
- Passion for hospitality and delivering exceptional customer experiences.
- Strong leadership, communication, and relationship-building skills.
- Ability to prioritize multiple projects in a fast-paced environment.
- Professional presence with a high degree of client interaction.
- Strong organizational and problem-solving abilities.
- Commitment to operational excellence and continuous improvement.
Why Join Us?
This is an opportunity to lead a dynamic hospitality and workplace services program, where your ability to create memorable experiences, build strong client relationships, and drive service excellence will directly impact the success of our client partnership. You'll help shape an engaging workplace culture while delivering world-class hospitality services every day.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.