Guest Services Supervisor

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 Desk
• Record all calls in the Service Desk System
• Supervises, guides and provides technical support and training to the Service Desk staff working with their manager
• Assist the Manager with scheduling coverage for the Service Desk
• Coordinates with Hotel IT staff and vendors to resolve complex malfunctions
• Perform problem definition and resolution
• Assists the Manager in the development, implementation and maintenance of policies and procedures to record, monitor, and follow-up on client support tickets
• Assist with the Provisioning of new Users into various Hotels Systems
• Regular attendance in conformance with standards
• May be required to work varying schedules to reflect business needs
• Required to attend all training sessions and meetings

Supportive Functions and Responsibilities

• Assist the departmental manager with Performance reviews for junior staff members
• Participate in Change Control, Change Management, and management team projects; participate in financial process to include project planning, budgeting and cost control
• Other duties as assigned

Qualifications

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 Software

Education:

• Bachelor degree in Computer Science or a related discipline

Experience:

• Five or more years experience in IT or an equivalent combination of education and work experience