Report on Hotel / Resort Jobs | IT Application Support Lead

Hotel / Resort Jobs | IT Application Support Lead

Description: 
Job Summary

The Application Support Lead role is part of the EMMA team focused on providing white-glove support to hotel properties. EMMA offers our hotel properties the opportunity to embrace a new way of doing business. It provides an integrated hospitality technology platform incorporating system modules such as Central Reservations, Guest Profile, Property Management, Distribution, Reporting and Analytics, Sales and Catering, Point of Sale, and Loyalty Programs. This position will lead the application support during firsttwo tothree weeks after a property is live on the new EMMA platform. The lead will follow a pre-defined checklist for each hotel while addressing exceptions that could arise at any property. In addition, you be thelead of a team who will be theprimary contact for general managers, hotel staff, owners, and others while the property is in Hypercare.

Responsibilities

  • Leads the EMMA Hypercare team during thehyper-care period.
  • Collaborates with roll-out implementation lead, RMO team, theater lead and coordinators.
  • Acts as the primary contact for hotel staff during escalations.
  • Facilitates all hotel management and general manager meetings during hyper-care.
  • Tracks and manages issues, successfully and rapidly escalating and resolving them when necessary.
  • Delivers excellent support in a client-facing environment, such as with front desk, restaurant, and sales staff.
  • Shares EMMA acquired knowledge to teams through training, run-books and support articles.
  • Obtains General Manager sign-off prior to transitioning to steady state support.

Requirements

  • 2 - 5 years' experience as a Project Lead or Team Lead with direct customer interaction
  • Hospitality industry experiencepreferred
  • Experience in directing work efforts of multiple people in an active, high-stress environment
  • Self-motivated problem solver, able to thrive in a dynamic and customer-focused environment
  • Strong organizational and troubleshooting skills
  • Highly analytical, technically proficient, and ready to learn new tools and software quickly
  • Strong verbal and written communication skills
  • Excellent customer service skills, strong attention to details with excellent follow up
  • Ability to travel with some overnight stays (5-10%)
  • Knowledge of, or previous experience working with, point of sale systems, and sales and catering software, payment gateways and devices preferred
  • Minimum of 2-years' experience in desktop support preferred
  • Experience leading a highly-matrixed and global team

Please see job description.

u60.png   Minnetonka, MN

u74.png   Radisson Hotel Group

u62.png   Posted on: 10/20/2019

Position Available: 2019-09-17

Work Permit: Applicants who do not already have legal permission to work in the location of this job will not be considered.

Management Position: Yes

Job Summary

The Application Support Lead role is part of the EMMA team focused on providing white-glove support to hotel properties. EMMA offers our hotel properties the opportunity to embrace a new way of doing business. It provides an integrated hospitality technology platform incorporating system modules such as Central Reservations, Guest Profile, Property Management, Distribution, Reporting and Analytics, Sales and Catering, Point of Sale, and Loyalty Programs. This position will lead the application support during firsttwo tothree weeks after a property is live on the new EMMA platform. The lead will follow a pre-defined checklist for each hotel while addressing exceptions that could arise at any property. In addition, you be thelead of a team who will be theprimary contact for general managers, hotel staff, owners, and others while the property is in Hypercare.

Responsibilities

  • Leads the EMMA Hypercare team during thehyper-care period.
  • Collaborates with roll-out implementation lead, RMO team, theater lead and coordinators.
  • Acts as the primary contact for hotel staff during escalations.
  • Facilitates all hotel management and general manager meetings during hyper-care.
  • Tracks and manages issues, successfully and rapidly escalating and resolving them when necessary.
  • Delivers excellent support in a client-facing environment, such as with front desk, restaurant, and sales staff.
  • Shares EMMA acquired knowledge to teams through training, run-books and support articles.
  • Obtains General Manager sign-off prior to transitioning to steady state support.

Requirements

  • 2 - 5 years' experience as a Project Lead or Team Lead with direct customer interaction
  • Hospitality industry experiencepreferred
  • Experience in directing work efforts of multiple people in an active, high-stress environment
  • Self-motivated problem solver, able to thrive in a dynamic and customer-focused environment
  • Strong organizational and troubleshooting skills
  • Highly analytical, technically proficient, and ready to learn new tools and software quickly
  • Strong verbal and written communication skills
  • Excellent customer service skills, strong attention to details with excellent follow up
  • Ability to travel with some overnight stays (5-10%)
  • Knowledge of, or previous experience working with, point of sale systems, and sales and catering software, payment gateways and devices preferred
  • Minimum of 2-years' experience in desktop support preferred
  • Experience leading a highly-matrixed and global team

Please see job description.

Experience Requirements: 
Not requirements
Date posted:
2019-10-20
Job Id: 
7949213