Hospitality Services Manager
Ricoh Americas Corp.
Posted Wednesday, April 9, 2025
Posting ID: 300006981258206
San Francisco, CA
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Senior Site Manager, MS Site Management
Position Profile
Accountable for daily operations of a medium to large team, which may include a complex site and/or multiple sites. Ensures contract compliance for services such as Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services through SLA results and client feedback. Responsible for talent selection, recruiting, hiring, onboarding, employee retention, staff training and development, succession planning, and performance management, including employee counseling.
Job Duties and Responsibilities
Qualifications
Education & Experience:
Working Conditions and Demands
Position Profile
Accountable for daily operations of a medium to large team, which may include a complex site and/or multiple sites. Ensures contract compliance for services such as Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services through SLA results and client feedback. Responsible for talent selection, recruiting, hiring, onboarding, employee retention, staff training and development, succession planning, and performance management, including employee counseling.
Job Duties and Responsibilities
- Manages daily operations of a medium-large site and oversees a medium-large team of direct reports.
- Effectively prioritizes complex projects while managing multiple and competing priorities.
- Builds and fosters an inclusive, high-performing team environment to meet SLA objectives.
- Demonstrates expert knowledge of Ricoh's products and offerings, consulting strategically and tactically with counterparts in other business units.
- Improves operational quality by leveraging Ricoh Service Excellence tools.
- Oversees staffing and performance management of site personnel and Field Service Representative staff.
- Establishes a customer-focused environment using end-user feedback and satisfaction surveys.
- Ensures audit and deadline compliance, utilizing tools and best practices to maintain operational quality.
- Promotes effective recruitment and selection processes to attract and hire talent.
- Recognizes employee achievements promptly via Ricoh Recognition programs and motivates staff effectively.
- Identifies high performers for succession planning and ensures robust employee retention strategies.
- Develops Individual Development Plans (IDPs) and mentorship opportunities for staff, targeting performance improvement and growth.
- Supports team through all phases of Change Management.
- Conducts root cause analyses and issue resolutions to enhance operational effectiveness.
- Addresses service delivery gaps and adjusts processes to align with client or Ricoh frameworks.
- Communicates formally and regularly with customers to maintain strong relationships.
- Clearly defines job expectations for direct reports and provides necessary training, coaching, and evaluations.
- Acts as a consultant to customers, suggesting workflow enhancements and service improvements.
- Collaborates across teams and organizations to implement solutions or initiatives.
- Develops and executes process improvements to enhance productivity and quality.
- Prepares site reporting, Monthly Operations Review, and customer presentations to ensure contractual alignment and value-added reporting.
- Performs additional duties as assigned.
Qualifications
Education & Experience:
- High school diploma or GED required.
- Minimum of 5+ years of work experience in a related field (B2B and/or technical).
- At least 2 years of managerial work experience preferred.
- 5 years of customer-facing work experience required.
- Demonstrated advanced knowledge of technology.
- Proficient in Office 360.
- Strategic facilitation of complex issues.
- Ability to present to large groups.
- Complex problem-solving skills.
- Managerial courage and leadership capabilities.
- Expert-level customer service skills.
- Strong technical aptitude.
- Excellent written and verbal communication skills.
Working Conditions and Demands
- Work environment typically includes adequate lighting, ventilation, and a normal range of temperature and noise levels.
- Requires diversified assignments, including interpretation, comprehension, and application of complex data and instructions.
- Physical effort may include standing, walking, bending, reaching, climbing, and lifting or moving items up to 50 lbs.
- Moderate dexterity is required for tasks involving calculators, keyboards, hand tools, and eye/hand coordination.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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