Guest Services Supervisor Position Available In Miami-Dade, Florida

A beloved hotel with an enviable oceanfront location is now even better, following a $50 million renovation. Our newly redesigned Loews Miami Beach Hotel includes all-new touchpoints throughout the property. Welcome to a South Beach Icon, Reimagined. 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 Headquartered in New York City, Loews Hotels & Co is rooted in deep heritage in the hotel industry and excellence in service. As one of the only independently owned family hotel companies, we know that hospitality comes from the heart. Loews Hotels & Co owns and operates hotels and resorts across the U.S. and Canada. Located in major city centers and resort destinations, including multiple hotels in partnership with Universal Orlando Resort, Loews Hotels & Co features properties grounded in family heritage and dedicated to delivering unscripted guest moments, all with a locally handcrafted approach. We pride ourselves on the individuality and uniqueness of our offering. Joining Loews Hotels & Co means not just gaining a job, it means becoming a part of a family. A family where Team Member growth and empowerment are part of our DNA and have been for decades. We offer progressive benefits including paid parental leave, 401K matching and travel benefits, and opportunities for ongoing learning and development. But beyond that, as a member of the Loews Hotels family, you are part of a culture of diversity and inclusion, one that works hard to protect our environment with eco-friendly and sustainability programs, and one that is always a good neighbor to their communities, supporting them in ways large and small. We welcome you to join us. Loews Hotels & Co is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.