Hotel Systems Escalation Specialist

Job description

We're looking for a Hotel Technology Support Specialist to join our Early Life Support & Hotel Services Escalation team, the people who help our hotels feel well- looked-after when their tech needs a steady hand. You'll have the opportunity to work with a knowledgeable and supportive team; this role can be based in either our Branston or Windsor office. What you’ll do: You'll be the go-to person for hotel-facing technology escalations across two halves of our work: Early Life Support for hotels in the first weeks after a new product goes live, and ongoing service management for the trickier issues once they're in business as usual across the EMEAA region. Day to day, that means: Triaging and coordinating complex escalations across product, support, regional teams and partners like Oracle and HotelKey Joining major incident calls, shaping clear updates, keeping stakeholders informed, helping restore service Spotting patterns, digging into root causes, and helping us stop the same issue happening twice Being a trusted voice with hotels and owners, translating the tech into plain English and feeding what you hear back into how we improve What you’ll bring: Hospitality. You understand...