Guest Services Supervisor
Loews Hotels & Co
A beloved hotel with an enviable oceanfront location is now even better, following a $50 million renovation. Our newly redesigned Loews Miami Beach Hotel includes all-new touchpoints throughout the property. Welcome to a South Beach Icon, Reimagined.
Supervises and provides technical guidance to a staff of Service Desk analysts.
Responsible for providing procedural guidance, assistance, coordination and follow-up on client support tickets or information system problems following the direction of their manager/project leader.
Essential Functions and Responsibilities
Leads staff in providing guidance, assistance, coordination and follow-up on client support tickets and in the resolution of reported system problems or malfunctions under the guidance of their manager/project leader Supervises all activities of the Support staff for the Service DeskRecord all calls in the Service Desk SystemSupervises, guides and provides technical support and training to the Service Desk staff working with their managerAssist the Manager with scheduling coverage for the Service DeskCoordinates with Hotel IT staff and vendors to resolve complex malfunctionsPerform problem definition and resolutionAssists the Manager in the development, implementation and maintenance of policies and procedures to record, monitor, and follow-up on client support ticketsAssist with the Provisioning of new Users into various Hotels SystemsRegular attendance in conformance with standardsMay be required to work varying schedules to reflect business needsRequired to attend all training sessions and meetingsSupportive Functions and Responsibilities
Assist the departmental manager with Performance reviews for junior staff membersParticipate in Change Control, Change Management, and management team projects; participate in financial process to include project planning, budgeting and cost controlOther duties as assignedQualifications
Required:
Requires an extensive knowledge of IT operations, excellent communication skills, analytical ability, strong judgment and managerial skills, and the ability to work effectively with client, IT management and staff and vendors. Experience with Service Desk Software.Preferred:
Previous experience and knowledge of Infra Incident and Problem Management SoftwareEducation:
Bachelor degree in Computer Science or a related disciplineExperience:
Five or more years experience in IT or an equivalent combination of education and work experience
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