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Application Support Manager

Corporate

6 - 8 years Dubai - United Arab Emirates

Bachelor of Arts. Any Nationality


, Posted on May 2, 2018 1 Opening

Job Description

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JOB SUMMARY
As a member of the professional staff, this role contributes specialized
knowledge and skill in a discipline area (e.g. Accounting, Finance, Human
Resources, Information Resources, Operations Planning & Support, Sales &
Marketing) to support team and/or department business objectives. Generally
works under limited supervision, but within established guidelines, producing
and analyzing more complex business information to assist in the decision
making process. Responsible for selection, supervision and development of
staff in accordance with company policies and procedures.
Key accountabilities include:
Oversees proactive problem follow-up and timely resolution to field calls, driving problem escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented resolution targets
Oversees internal client satisfaction of supported calls through the Level 1 Help Desk
Ensures documented procedures and available tools are in place to support a speedy resolution or escalation of issues to appropriate business or technical resources.
Confirms and tracks reported issues to ensure that they are appropriately prioritized and recorded to ensure resolution, or escalation to appropriate level for further diagnosis or visibility from more senior staff.
Major Decision Making Impact:
As primary focal point for the client, ensures the client support needs are addressed appropriately to offset any loss of business revenue or customer satisfaction.
CANDIDATE PROFILE
Education and Experience
Required:
BS/BA degree required; preferably in a technical discipline, or equivalent training, education and on-the-job experience
6-8 years experience in hotel operations, call center/help desk, or above property hotel operations.
At least one year of supervisory experience preferred in a hotel business operations role.
Multilingual with demonstrated proficiency in writing and speaking English, and preferred speaking and writing skill in one or more of the following languages: Cantonese, Mandarin, French, Italian, Spanish, Portuguese, Hindi, Swahili, and Martian
Preferred:
CORE WORK ACTIVITIES
Guides staff in the daily operations of a business and functional application
support desk. Ensuring the availability of a trained and knowledgeable team that
will provide hotel operations support for field users of business applications and
property management systems.
Scope:
Manages multiple direct reports providing technical or business application support to all hotel and above property users and stakeholders as defined by service agreements.
Management includes work direction, career development and performance management with salary recommendations
Responsible for level 1 business application and property system problem determination for the various application and operations user roles defined in the support agreement.
Contributes to team, department and/or business results by performing more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
Responds to, solves and makes decisions on more complex/non-routine business requests with limited to moderate risk.
Works to enhance the organization s capabilities through effective staffing and development of others by:
o Coaching own team to collaborate with others.
o Using appropriate Marriott interviewing tools and skills matrix to hire the best candidate available from inside or outside the company.
o Establishing goals and delegating tasks appropriately.
o Providing timely coaching and feedback
o Making and rewarding distinctions in performance.
o Engaging in progressive disciplinary processes, when appropriate.
Assists more senior associates in achieving business results by:
o Identifying opportunities to enhance the effectiveness of business processes.
o Providing training and technical guidance to less senior staff, where appropriate, and serving as point-of-contact for problem resolution.
o Participating in setting department operating plans.
o Recognizing and celebrating team successes.
o Achieving results against budget within scope of responsibility.
Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
Performs other duties as appropriate.


Industry Type : Hotels / Hospitality
Functional Area : IT Software

Keywords

Service Business Analyst French Spanish Application support Coaching Staffing Business operations Performance management Information technology

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Corporate

Founded by J. Willard and Alice Marriott in 1927, Marriott International, Inc. is a leading global lodging company headquartered in Washington, DC in Bethesda, Maryland. It has over 6,000 properties in nearly 122 countries- Middle East & Africa (245 properties, 29 countries), Europe (512 properti es, 37 countries), United States & Canada ( 4,526 properties, 2 countries), Caribbean & Latin America (225 properties, 33 countries), and Asia-Pacific (572 properties, 21 countries). Marriott International, a FORTUNE 500 Company, started its operations in the Middle East in 1980 with Riyadh Marriott Hotel in Saudi Arabia.





Marriott’s portfolio of brands includes JW Marriott and Marriott Hotels, the flagship brand of Marriott with over 500 international locations, along with the other 30 brands. The ever-evolving and award-winning brands of the organization continue to bring in customer satisfaction by offering exceptional amenities and attentive guest care that sets the industry standards. Known as one of the ‘best employers’, Marriott maintains a work culture that puts its people first. The organization offers excellent benefits and career paths that help its employees to grow professionally and personally. Marriott International promotes innovation, diversity, teamwork and a thriving culture. Marriott International’s merger with Starwood Hotels & Resorts has strengthened its position as the best travel company in the world.



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