- deliver first-class Service to Oracle Hospitality customers- provide software and systems technical support for Oracle Hospitality products: OPERA V5, OPERA Cloud & adjacent products- log, triage and troubleshoot global product and system specific requests in accordance to company SLAs- provide guidance and resolution for a wide range of technical and non-technical customer requests including, but not limited to: product configuration and compatibility, analyze software and hardware faults, license reconciliation, entitlements, product availability, etc.- log and triage Service Requests in accordance to customer policies and Service levels- meet and aim to exceed monthly individual and company targets set by Management- manage escalations in accordance with company procedures and service Levels- troubleshoot, diagnose and resolve faults and collaborate with internal teams to drive resolution- communicate with customers regularly regarding case progress and updates- follow up with third party suppliers regarding the progress of any open calls

• Check-in and check-out• Night audit• Reservations• Front desk trainer• Resolve problems and handle complaints in a timely manner• Providing support for clients by learning about and satisfying their needs• Resolve guest complaints ensuring guest satisfaction• Work cohesively with co-workers as part of a team• Supervise daily shift process ensuring all team members adhere to standard operating procedures• Maintain confidentiality of guests and associates

Supervise front desk associates to ensure that all hotel policies, procedures, regulations and standards are followed.Ensuring that front desk operations runs smoothly in a professional manner at all times.Perform all front desk related responsibilities and duties when assigned or required.Assume leadership in the absence of front desk managerMonitor the appearance, standards and performance of the Front Office Team with an emphasis on training and teamworkEnsure Team Members have current knowledge of all room categories, room rates, packages, promotions, local area and other general product knowledge necessary to perform their dutiesDemonstrate positive leadership characteristics to inspire Team Members to meet and exceed standardsAct in accordance with the front of house equipment and the property management systemsConduct training programs on an ongoing basisCarry out shift handovers and brief team members as requiredFollow company brand standardsAssist other departments, as necessary, and maintain good working relationships with hotel Team MembersEnsure daily all forms of communication are used to full capacity and relevant information is handed over to the next shift through out the shift and briefings. Ensure smooth check-in and check-out of all guests, and proper handling of all guest accounts.Supervise VIP arrivals. Ensure that all arrivals, departures, no shows, extensions, amendments and OPERA related matters are performed on a timely manner in order to avoid further confusion.Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences. Run the night operations for the hotel, ensure proper closing of the day and delivery of the reports.Identify and resolve guests problems efficiently and resolve to the guest satisfaction

Register guests and assigns rooms. Accommodates special requests whenever possible.Assists in preregistration and blocking of rooms for reservations.Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.Understands room status and room status tracking.Knows room locations, types of rooms available, and room rates.Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early chek-ins, special requests, and day use rooms.Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.File room keys ( only for manual room key hotels)Knows how to use front office equipment.Process guest check-outs.Performing cashier related functions like posting charges to guest accounts,Follows procedures for issuing and closing safe deposit boxes used by guests.Uses proper telephone etiquette.Uses proper mail, package, and message handling procedures.

Operate telephone switchboard station in order to answer telephone calls. Process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls. Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. Answer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, housekeeping), and follow up with guest to ensure their request has been met to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. Assist guests with accessing the internet.Report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.