IHG Assistant Manager, Hotel Service Support in Singapore, Singapore

Assistant Manager, Hotel Service Support

Job Number R149569

Hotel Brand: IHG Corporate

EMEAA - Singapore - Central Singapore - Singapore


About us

What's your passion? Whether you're into running, canoeing or diving, at IHG we're interested in YOU. We love people who apply the same amount of care and passion to their jobs as they do their hobbies - people who help us create great hotels guests love.

At the moment we're looking for a Assistant Manager, Hotel Service Support to join our fun and energetic team at Singapore Corporate Office.

Your day to day

Job Summary

Support the Senior Manager Hotel Support Service in delivering an exceptional level of IT Support service to our hotels within EMEAA hotels, acting as the SME for regional support incidents and driving zero service outages for our hotel business.

Essential Duties and Responsibilities

  • Owning and Driving escalations from hotels, owners and other parts of IHG relating to IHG IT services and solutions that are in production across the EMEA region.

  • Ensuring the team day to day focus is driving resolution to technical incidents.

  • Supporting the Senior Manager to identify gaps within the team, and introduce improvements.

  • Managing our suppliers ensuring they consistently deliver great service at or above contractual SLAs.

  • Driving improvements in customer satisfaction.

  • Help manage “Follow the Sun” IT Support model to ensure our hotels are supported 24/7.

  • Support and help manage the Major Incident Management service.

What we need from you

Ideally you’ll have a ITIL Foundation V3 Certification with 2-3 years’ experience working in ITIL environment and had Team Leader/Manager & Supplier Management experience.You will possess at least 3+ plus years working in technical support, preferably in a hospitality arena.

  • Strong knowledge of Hotel Systems (PMS, POS, B/O, Revenue Systems, S&C, etc) preferred. With a technical ability in at least two of the following areas:

  • Email and Internet based technologies

  • Data Centre operations

  • Security and Patch Management

  • Microsoft client technologies

  • Microsoft server technologies

  • Cisco networking technologies

  • Citrix thin client technologies

  • Virtualization technologies such as Virtual Server, VMware, etc

  • IP technical knowledge

  • Voice (Analogue & IPT) systems

  • Experience using remote control software, AD management and typical Service Management tools to provide concise reporting.

  • Strong understanding of hotel operations and hospitality technology.

  • Excellent customer care, relationship building and interpersonal skills.

  • Strong analytical and problem-solving skills with the ability to work and remain calm under pressure.

  • Excellent communication skills with ability to translate technical concepts into simple terms for Hotels and Owners.

  • The ability to deliver training material to individuals or small groups.

  • Self-motivated and ability to work under own initiative.

  • Flexibility to work out of hours if required during major incidents

What we offer

In return, we'll give you a competitive benefits package including salary, discounted accommodation worldwide and the opportunity to progress your career with IHG. You'll have the chance to work with a great team of people, and most importantly, we'll give you Room to be yourself.

So what's your passion? Please apply on-line and tell us how you can bring your individual skills to IHG.

To find out more about us or any other jobs with IHG please look at careers.ihg.com