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Implementation Specialist

5 months ago

Birmingham, 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 Payment Solution Implementation Specialist role and the Team**

**What you’ll be doing**
- Liaise with customers to schedule Go-Live dates and arrange hardware shipping with our partner Trust Payments
- Taking our customers ‘Live’ with GuestPay - managing all tasks associated with the Go-Live process in-line with process guides (training guides, version upgrades, Amex MIDs)
- Provide online webinar sessions to guide customers through the GuestPay functionality and other associated products (e.g. Omnipay)
- Keep our CRM updated with all project progress including Live dates and installation products
- Create work orders to handover customer accounts to our Support team
- Prior to Live date check the account setup has been created correctly, reporting any inconsistencies to Trust Payments
- On Go-Live date, regularly communicate with the customer including completing the Go-Live call to set up terminals, trulink and complete the test transactions once the configuration has been completed
- Monitor the support tickets post Go-Live and be a point of escalation for support queries
- Complete various administration tasks such as RFCs and Compliance requests

**About you**
- **You understand payments - **you are familiar with the configuration of PEDs and have an understanding of Networking (O/S level)
- **You’re super organized**- this is a fast-paced role, you’ll use efficient processes and know-how to multitask seamlessly, ensuring you always keep an eye on prioritising important tasks
- **You’re a self-starter** - dealing with ambiguity and managing your time well. You work from your own initiative and with a proactive approach
- **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
- **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 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. You consistently work to find smart ways to automate non-value related tasks
- **You have a full clean UK driving license** - this role will require occasional travel to customer sites

**Additional skills that would be beneficial**
- Knowledge and understanding of Merchant Services and Payments processing
- Knowledge of Guestline's product suite

**Location**

This role can be performed remotely however there will be occasions where travel to customer sites and our Shrewsbury office is required.

**Guestliner Benefits**

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

-