ROLE OVERVIEW

RESPONSIBILITIES

• Provide first-level (L1) and second-level (L2) support for hospitality applications, ensuring timely response and resolution.
• Handle issues related to hospitality modules including Front Office, Reservations, Banquets, Housekeeping, POS, and Billing.
• Log, track, and update all cases in the ticketing system; maintain detailed documentation for knowledge sharing.
• Ensure professional email and call responses with accurate, clear, and timely communication, always setting the right expectations with customers.
• Take ownership of escalations, demonstrating urgency, empathy, and accountability in resolving critical issues.
• Collaborate with internal teams (Development, QA, Cloud/Infra) for timely escalations and permanent solutions.
• Participate in customer training sessions, UAT support, and onboarding when required.
• Focus on CSAT (Customer Satisfaction) scores by prioritizing proactive updates, quality communication, and minimizing repeat issues

SKILLS

• 1–3 years of experience in application support (hospitality PMS experience preferred).

• Hands-on experience in hospitality workflows within hotels/resorts preferably front office.

• Strong functional knowledge of Reservations, Check-in/Check-out, Banquet/Event bookings, Room Management, and Billing.

• Prior exposure to both on-premise PMS solutions and SaaS/Cloud-based hospitality platforms.

• Excellent business communication skills (both written and verbal).

• Professional email etiquette – clear subject lines, structured content, and timely responses.

• Proper call etiquette – courteous, structured, and solution-focused interactions.

• Ability to set clear expectations with customers regarding timelines, next steps, and resolutions.

• Strong ability to handle escalations calmly and reassure customers with a solution-oriented approach.

• Proactive mindset toward customer success, measured through CSAT and repeat customer confidence.

• Working knowledge of SQL queries for basic issue troubleshooting and report validation.

• Familiarity with ticketing tools such as Salesforce, JIRA, Zoho Desk, or ServiceNow.

• Willingness to work in shifts, including weekends, to support 24/7 operations.

PREFERRED QUALIFICATIONS

• Bachelor’s or Diploma in Hotel Management, Computer Science, or related field.

• Prior hotel industry experience in IT, Front Office, or Banquet operations.

• Experience with integrations (POS, Channel Managers, Accounting systems).