Hospitality & Office Services Manager

Senior Site Manager, MS Site Management

POSITION PROFILE

Accountable for daily operations of a medium to large team that 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, assessment, recruitment, hiring, onboarding, employee retention, staff training & development, succession planning, and conducting performance management, including employee counseling.
Job Duties and Responsibilities

• Manage daily operations for a medium-large site while overseeing a medium-large team.
• Prioritize complex projects while handling multiple and competing priorities.
• Foster an inclusive and high-performing team environment, ensuring SLA objectives are met.
• Maintain expert knowledge of Ricoh's products and offerings, providing strategic and tactical insights.
• Improve operational quality by effectively implementing and managing Ricoh Service Excellence tools.
• Oversee staffing and performance management of assigned site personnel and Field Service Representatives.
• Develop a customer-focused environment by gathering regular end-user feedback and conducting customer satisfaction surveys.
• Ensure audit and deadline compliance using best practices and operational tools.
• Promote effective internal recruiting and selection processes to attract and hire top talent.
• Motivate employees, recognize accomplishments, and leverage Ricoh Recognition programs.
• Identify and recommend high performers for succession planning, ensuring talent retention.
• Support and mentor employees through Individual Development Plan Management and succession planning.
• Maintain focus on business retention, customer service, team performance, and profitable growth.
• Lead teams through Change Management processes.
• Analyze complex issues, conduct root cause analysis, and improve operational effectiveness.
• Identify service delivery gaps and adjust documentation accordingly.
• Resolve pricing, order, and invoicing concerns in collaboration with the sales department.
• Maintain daily formal contact with customers to ensure satisfaction.
• Clearly communicate job expectations through training, cross-training, coaching, counseling, and evaluations.
• Act as a consultant for workflow enhancements and process improvements.
• Collaborate with leaders, teams, and external stakeholders to implement solutions and initiatives.
• Suggest, develop, and implement quality and productivity process improvements.
• Complete Monthly Operations Reviews, site reports, and other required documentation.
• Conduct site reporting, customer presentations, and business reviews to maintain alignment with contract requirements.
• Perform other duties as assigned.

Qualifications (Education, Experience, and Certifications)
Required:

• High school diploma or GED
• 5+ years of work experience in a related field (B2B and/or technical)
• 2+ years of managerial experience (preferred)
• 5+ years of customer-facing experience
• Strong knowledge and understanding of technology
• Proficiency in Office 360

Knowledge, Skills, and Abilities

• Strategic facilitator for complex issues
• Strong presentation skills for large audiences
• Complex problem-solving abilities
• Managerial courage
• Expert customer service skills
• Expert technical aptitude
• Strong written and verbal communication skills

Working Conditions, Mental and Physical Demands

• Office environment with adequate lighting, ventilation, and noise control
• Work assignments are diversified and require comprehension of complex material, data interpretation, and information delivery
• Physical effort may involve long periods of standing, walking, bending, reaching, stretching, and lifting items up to 50 lbs
• Moderate dexterity required for basic skills like calculator, keyboard, and hand tools usage

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.