Guest Services Coordinator

At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.

Named one of Central Floridas Top Workplaces and one of Americas Best-in-State Employers by Forbes, we are committed to our power of we culture.

Are you looking for a place where you can bring your authentic self to work every day andbe able to connect, engage and delight?

• We offer excellent benefits and perks including one free meal per shift and free theme park access.

• We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.

• We embrace diversity at our core and offer the opportunity for all team members to reach their potential.

• We invest in training and development opportunities for all team members.

• We promote social responsibility by being a good neighbor in the community.

• We care for you, just as we care for others.

About Loews Portofino Bay Hotel

Join the team at this Italian-inspired hotel that is a re-creation of the seaside village of Portofino, Italy.

Supervises and provides technical guidance to a staff of Service Desk analysts.

Responsible for providing procedural guidance, assistance, coordination and follow-up on client support tickets or information system problems following the direction of their manager/project leader.

Essential Functions and Responsibilities

• Leads staff in providing guidance, assistance, coordination and follow-up on client support tickets and in the resolution of reported system problems or malfunctions under the guidance of their manager/project leader
• Supervises all activities of the Support staff for the Service Desk
• Record all calls in the Service Desk System
• Supervises, guides and provides technical support and training to the Service Desk staff working with their manager
• Assist the Manager with scheduling coverage for the Service Desk
• Coordinates with Hotel IT staff and vendors to resolve complex malfunctions
• Perform problem definition and resolution
• Assists the Manager in the development, implementation and maintenance of policies and procedures to record, monitor, and follow-up on client support tickets
• Assist with the Provisioning of new Users into various Hotels Systems
• Regular attendance in conformance with standards
• May be required to work varying schedules to reflect business needs
• Required to attend all training sessions and meetings

Supportive Functions and Responsibilities

• Assist the departmental manager with Performance reviews for junior staff members
• Participate in Change Control, Change Management, and management team projects; participate in financial process to include project planning, budgeting and cost control
• Other duties as assigned

Qualifications

Required:

• Requires an extensive knowledge of IT operations, excellent communication skills, analytical ability, strong judgment and managerial skills, and the ability to work effectively with client, IT management and staff and vendors. Experience with Service Desk Software.

Preferred:

• Previous experience and knowledge of Infra Incident and Problem Management Software

Education:

• Bachelor degree in Computer Science or a related discipline

Experience:

• Five or more years experience in IT or an equivalent combination of education and work experience