Problem Management Specialist

GuestTek™ is a global leader in broadband technology and interactive solutions for the hospitality industry. Since 1997, we have partnered with hotels to maximize your property’s offerings–enhancing your brand, helping you generate more revenue and giving you total confidence you’re delivering a world-class guest experience.

With operations reaching 85 countries and serving more than 3900 hotels, we understand your most critical requirements. Whether it’s an individual property, franchised or corporate location, GuestTek allows you to customize each solution to your property’s needs. And GuestTek’s focus on hospitality means we fully understand and deliver on the technology needs of today’s guests, while engineering the in-room technologies desired by tomorrow’s guests, too.

Our OneView™ platform gives your guests the ultimate in-room experience. With converged HSIA, Video, Data, Voice and mobile applications like myAway and myMedia, we provide a seamless integration of their personal electronic devices. By offering a custom interface, GuestTek brings your hotel branding to every room, reinforcing the value and services of your property every time a guest turns on the TV or logs in to their device.

Because OneView is built in house, proprietary and highly customizable, we offer a flexibility that resellers simply cannot match. GuestTek’s Research & Development teams continually develop new features in response to client or market demands. By consistently providing state-of-the-art-technology, our platform is designed to grow with your business.

GuestTek has experienced significant worldwide growth with the 2014 acquisition of iBAHN & TelNet and the creation in 2015 of a subsidiary; Event Conference Services (ECS). We continue to seek opportunities that expand our capacity to serve more global clients and offer the best in hospitality technology. Our continuous commitment to our clients means we at GuestTek align ourselves with leading providers around the world of satellite and cable television to provide better offerings to your guests, helping them to feel just a little more at home.

Responsibilities

·       Analyze and provide specific RCA data to the Director of Global Services Providing recommendations for improvement of products and solutions.

·       Ensure established guidelines are followed in order to provide quality service Assist in the development and maintenance of a high performing team.

·       Communicate effectively with all levels of the organization; verbally and written Assist with analysis and identification of chronic problem areas.

·       Maintain an awareness of new products, and initiatives Other duties as assigned by the Manager.

·       Review GV, SALT, etc… scores provided by the Brand Manager and provide recommendations for improvement.

·       Achieve monthly KPIs set by management team.

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·       Demonstrated exceptional attention to detail and ability to work as part of a team Superior communication and interpersonal skills

·       Superior analytical and reporting skills (written/verbal) Proficient with the use of Microsoft Office

·       Knowledge of various Operating Systems (Windows, Linux)

·       CCNA and Linux certification

·       Knowledge of different networking product is a must.

·       Capable of effectively coordinating with employees in remote locations Positive, “can-do” attitude

·       Results driven approach

·       Motivated, reliable, and goal oriented with a proven dedication to customer care excellence

·       Exceptional organizational skills, and the ability to multitask with attention to detail

·       Wireless certification would be an asset

Personal Attributes:

·       Excellent interpersonal and communication skills, both written and verbal

·       Strong organizational skills with the ability to manage several tasks at once and meet deadlines

·       Resilience, patience and an ability to deal diplomatically with any discord

·       Ability to interact with both internal and external customers in a friendly and professional manner

·       Excellent phone manner

·       Work well in a fast-paced environment Team Player (Very important)