Hotel Systems Support

6 months ago

Telford, United Kingdom Guestline Full time

**About Guestline**

We craft thoughtful products that help hoteliers effortlessly welcome and manage their guests. We’re central to the lives of thousands of hotels and their fantastic staff around the world. Our customers interact with our user-friendly and intuitive software in many areas of their working day, at any time and any place. We’re here to make their lives more enjoyable, more productive and to enable them to provide a better service to their customers or as we call it: More GuestTime. It’s this relationship that we help build between hotels and their guests that mean we have vast scope for innovation, disruption, and enhancement every step of the way.

It’s been an unprecedented time for hospitality and during these turbulent times we are proud that we have pulled together to support our valued customers whilst continuing to attract new customers. The hospitality industry has weathered a difficult storm and we remain committed to helping hoteliers leverage the power of technology to streamline their operations and provide a memorable guest experience.

**It’s not just about the technology**

Our team is diverse, filled with ambitious and creative minds, spread across the UK, Europe, and Asia with customers in 25 countries, across 5 continents. Our history guides us and gives us a great position in the market, but it’s our innovation and international expansion that will keep us successful. Don’t just take our word for it, every 10 working hours a new hotel goes live with Guestline.

Yes, technology and solutions are our thing, but what makes us different is we love to show our customers the humans behind the computers. We're all about personable technology, we give our customers the systems and advice they need to enhance guest experience and make their operations more efficient. Through this approach we have been awarded ‘Best Technology Product’ from Boutique Hotelier and Travolution.

**The Team and the Hotel Systems Support role**

In this role you'll be on the front line of our customer interactions, providing support for our PMS and distribution systems. If your background is in a Front of House or Reservations role in a hotel then we would love to hear from you As someone used to working with booking/reservation software, as well as ever-changing customer needs, you will already have the skill set and experience with PMS and distribution systems to make a fantastic addition to our team.

**What you’ll be doing**
- Be an expert in ZenDesk by logging, investigating, and closing tickets logged by customers, internal staff, and 3rd parties with a high level of accuracy and detail
- You’ll use your previous hospitality experience to understand and engage with our customers, offering a high-quality, courteous level of service across all channels
- You’ll liaise with our 2nd and 3rd Line Support Teams, ensuring an appropriate handover whenever you have a challenge you cannot solve at 1st line support
- Data security is one of our highest priorities, you will commit to upholding best practice around GDPR and PCI principles

**About you**
- ** You’re a hospitality PMS genius** - you’re experienced as a Receptionist, Reservations Agent or with Rates
- **You’re an engaging communicator** - your written skills allow you to keep people well informed, alongside your verbal skills which keep colleagues and customers onboard with updates and any progress made
- **You’re meticulously organized**:

- you use efficient processes and know how to multitask seamlessly
- **You relentlessly think Guest** - you put a customer lens on all that you do. You have the ability to understand the problems of our customers and use your expertise to guide them to the best outcome
- **You’re kind** - one of our most important attributes in a Guestliner, you’ll go out of your way to help others and feel proud when others around you succeed
- **You’re bold and prepared to drive change** - you use learning techniques, soft skills and lead by example to inject new ways of thinking wherever needed and you’re not adverse to trying new things in order to deliver the best possible service
- **You’re tech
- savvy** - whilst you don’t need to be able to code, we like our Guestliners to be tech-savvy enough to understand the nuances and workings of our technologies

**The process**
- A 30-minute call with a member of our PeopleOps team to get to know you a little better
- You’ll spend 60-minutes with a Support Team Leader (all virtually) to understand the operations and how we work at Guestline
- You’ll meet with our Head of Support for 30-minutes to conclude the process

**Guestliner Benefits**

Our Guestliners make our business the innovative, progressive, and successful place that it is. Here are some of the benefits they enjoy:

- We believe in continuous improvement and so we'll give you your own allowance to spend on your professional development
- Your health is important and

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