The position is responsible for system maintenance and improvement of the quality of guestroom experience through support provided to the guests and internal teams.
MAINTAIN THE SYSTEM INTEGRITY AND HIGH AVAILABILITY
Performs all installations and testing of PC operating systems and associated applications within corporate / group standards.
Provides a Helpdesk facility providing a user support function that covers all hotel / operation application products. In this function the position evaluates whether this can be supported internally or by outsourced support
Preparation of documentations / manuals / policy & procedures of all systems based on the following :
The management of end user IT Support to adhere to the following :
Logging of support calls and respective corrective action
Ensure prompt follow-up of support calls from end-users
Coordinate & follow-up of support issues with suppliers
Submission of monthly action plans and progress reports.
Along with the IT Team, maintains and supports the following key system applications :
Property Management Systems (POS System, Purchasing / Inventory Control, Accounting Systems, HR Systems, Front Office System)
Office automation software (word processing, spreadsheet & presentation)
Contributes and maintains computer room / nerve centre facilities, equipment and cabling
Checking the functional operation of each room, liaison with Engineering and Housekeeping to rectify issues
PROVIDE GUESTROOM EXPERIENCE THAT MEETS GUESTS’ EXPECTATIONS
Provide timely and effective support to internal and external guests
Check on the room functionality of VIP and LCAH rooms
Induct and train the Housekeeping, Royal Service, Concierge and Butler teams on basic troubleshooting of phones, media panel and internet.
INVOLVEMENT IN WIDER JOB FUNCTION ACTIONS / RELATIONSHIPS
Ensure that safe working practices are followed including emergency procedures
Ensure that daily, weekly and monthly IT checklists are performed and completed.
Participate in departmental leadership activities as a member of the team
Maintain levels of confidentiality and discretion for guests
Ensure that training is conducted regularly for Housekeeping, Concierge, Butlers, Royal Service teams.
Main Complexity / Critical issues in the Job
Knowledge and Experience
Atleast 3-4 years experience in Hotel IT environment
Working knowledge on Micros 9700 POS, Opera PMS and S&C
Supervisory and leadership skills collaborative, enabling, and entrepreneurial
Interpersonal skills well developed with guests, employees, management
Keeps abreast to new technologies through research or trainings
Ability to work well under pressure and independently in a fast paced environment
Ability to focus attention on guest needs, remaining calm and courteous at all times