Kate Mcelroy Email and Phone Number

Delivered third-line support for Admissions, Hotel, Retail, F&B, and Inventory systems globallyManaged incident and change management in alignment with ITIL processesDrive and collaborate with IT teams on long-term resolutions and proactive solutionsManaged admissions systems upgrades for North AmericaCollaborated with the projects team as a key application resourceCollaborated with vendors on incident management and strategic roadmapsDesigned and delivered training content for team development; including documentationAssessed resumes and participated in candidate interviews with line manager

Network infrastructure maintenance- wired and wireless(HSIA), change requests and failover.Network protection management: implementation, scans and remediation.IBM Lotus Notes Email: Set up, user maintenance, database configuration and troubleshooting.Provided direct guest support on: tablets, cell phones, connectivity issues, printers, devices setup.Assisted DIT with annual budget for systems maintenance, upgrades and new projects.Project Management Skills: Startup, scope, scheduling, implementation, quality assurance, testing, closing.Managed projects: IBM Smart Cloud email migration.On site and off site servers back up.Airwatch devices enrollment.Antivirus upgrade.PMS, POS & SPA Hardening.Cell Phones Migration.New computers for entire property.PCI requirements and implementation.Participated in: VOIP, WIFI Upgrade, Automated Valet, Citrix Servers.

Successfully lead online payments project across the company 37 UK hotels for more than 1000 users.Successfully lead EZRMS revenue system implementation project for 16 hotels for more than 100 users.Managed projects for existing and new systems functionalities and upgrades.Responsible for change control management throughout the chain.Provided training and documentations to Help Desk team to enable them to support the business and to improve customer service.Provided support and guidance to Help Desk in live troubleshooting.Supported systems interfaces such as OXI, Micros, Back Office Interface, PBX, SAP and VISION.Managed Priority 1 situations for outages by coordinating the team and vendors.Reduced the number of cases logged with external vendors by 50% by developing and implementing internal solutions procedures.Reduced the costs for Opera PMS stationary changes by 100% by making the changes internally

Part of the team involved in Marriott Europe Upgrade from Opera V4 to Opera V5.Lead installer for Devere Hotels Roll Out from existing system to OperaPart of the team for Thistle Roll Out from Fidelio to OperaPart of the team for Rezidor Roll Out from existing system to OperaDatabase configuration for existing and new clientsApplication training and configuration trainingOn site live support for cut over day for all departmentsMajor clients include Marriott Hotels, Rezidor Hotels, Holiday Inn, Thistle Hotels, Villages and Devere Hotels, Four Seasons Hotels.

Monitored the appearance and performance of the front desk staff.Fostered strong working relationships with all hotel departments.Served as public relations representative for the hotel.Maximized occupancy rates through Brilliant Up Selling SystemRecorded guest comments or complaints, referring customers to managers as necessary.Trained new staff on procedures and company’s best practice standardsImproved customer service ratings through comment cards

Supervising the shift and shift procedures, coordinating the receptionists activity, dealing and handling guests complaints, providing assistance to new employees, handling and preparing groups arrivals, assisting other departments if needed to deliver high standard service, check in, check out.

Check-in, check–out. Focusing on room reservations applying up selling strategies for a leisure hotel.Increasing hotel revenues by converting more inquiries and up selling.Dealing with correspondence, sending out the hotel’s brochures upon request.Coordinating restaurant reservations.

Supervising the shift and shift procedures.Coordinating the receptionists activity, dealing and handling guests complaints, Providing assistance to new employees.Handling and preparing groups arrivals.Assisting other departments if needed to deliver high standard service

Computed sales prices, total purchases and processed paymentsRecommended merchandise based on customer needsFacilitated monthly and quarterly physical inventory countsPrimary accountingContracts examinerAdministered all point of sale opening and closing procedure

Computed sales prices, total purchases and processed paymentsRecommended merchandise based on customer needsFacilitated monthly and quarterly physical inventory countsPrimary accountingContracts examinerAdministered all point of sale opening and closing procedure