Process reservations by email, telephone, central reservation systems referral or from the sales/catering office, other hotel departments, and travel agents
What You'll Do: ️ Respond to incoming helpdesk calls and emails promptly Troubleshoot hardware, software, and network issues for end users Log and track incidents using ticketing systems Escalate complex issues to higher-level support as needed Provide clear documentation of solutions and processes Guide users on basic IT procedures and best practices
Positively deal with and learn from customer complaints and comments with follow-up and feedback to the related Front Office Manager / Assistant Front Office Manager .
Job Descriptions:Respond to the incoming enquiries/incident/request/alerts (Call, Email, Webchat, EUP, IVR handling, Monitoring consoles)1st level troubleshooting of in supported systems i.e. Workplace; Server; Network;Microsoft 365; Secure Access Service Edge; Point of Sale Security event monitoringServer and network availability and performance monitoring Password reset and unlockPerform log & route [to higher tier or Resolver Team(s)]* Record and manage all transactions/ cases in Service Management System* Broadcast notifications to the relevant parties* Provide timely status update, follow up on cases escalated until closure within the service level agreement.* Ensure daily tasks are executed according to the Standard Operation ProcedureJob Requirements:High school diploma or equivalentExperience / Knowledge in IT support will be a Major plus12 hours rotating shift
What You'll Do:️ Provide timely technical support for hardware, software, and network issues Troubleshoot and resolve incidents through phone, email, or in-person interactions Document issues and solutions accurately in the ticketing system Escalate complex problems to relevant teams as needed Assist users with onboarding and access requests️ Monitor system performance and report recurring issues