Job Description Summary
The Sonesta Hospitality Systems team uses technology as a tool to help our hotels to wow every guest. We do this by being smart stewards of the business systems that support our team members, and our owners and operators of hotels. We operate by delivering quality, value, and amazing hospitality.
As a member of the Hospitality Systems team, your role as our IT Support Specialist ensures that our supported systems are meeting and exceeding our colleague’s needs. You are an advocate for Sonesta’s technology standards. While technical analysis is required, your tasks are rooted in hotel business processes improvement through systems. You are balanced in business understanding and technical understanding of Hospitality Systems and how they add value to our hotels.
The success of our team and company’s relationship with guests, hotel owners and operators, and our colleagues will be dependent on you and the outcomes of successful projects and the tenacity of this key role to be looked to delivering high-quality results and improvements to business challenges.
Information communication technology Specialist
HRSG – Innovative Business Solutions is a group of companies providing business solutions globally. They are proud to work with many of the world’s most prominent multinational companies as well as nonprofit organizations. HRSG is currently looking for an IT engineering professional for one of our clients in banking Industry. Management of the Service Desk Team including ensuring resource allocation, attendance, effective achievement of KPIs and planning activities
To ensure delivery within primary area of Request Fulfilment / Incident resolution within contractual SLAs
Act as a point of hierarchical escalation
Regularly review teams ticket and call quality audits to ensure standards of quality are met routinely
Conducts coaching sessions with each team member to discuss contact quality reviews and individual performance scorecard
Prepares and conducts monthly and yearly performance reviews on each team member using the individual performance scorecard
Update Service Manager regarding any issues of operational significance â?¢ Analyzes regular performance reports and take actions to ensure desired behaviors from team members
Handles escalations from dissatisfied customers and proactively reports such instances to the Service Desk Manager
Conducts team huddles and events to ensure high levels of team motivation as well as to communicate key updates â?¢ Develops training and performance improvement plans for team members
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