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About Guestline

We craft thoughtful products that help hoteliers effortlessly welcome and manage their guests. We’re central to the lives of thousands of hotels and their fantastic staff around the world. Our customers interact with our user-friendly and intuitive software in many areas of their working day, at any time and any place. We’re here to make their lives more enjoyable, more productive and to enable them to provide a better service to their customers or as we call it: More GuestTime. It’s this relationship that we help build between hotels and their guests that mean we have vast scope for innovation, disruption, and enhancement every step of the way.

It’s been an unprecedented time for hospitality and during these turbulent times we are proud that we have pulled together to support our valued customers whilst continuing to attract new customers. The hospitality industry has weathered a difficult storm and we remain committed to helping hoteliers leverage the power of technology to streamline their operations and provide a memorable guest experience.

It’s not just about the technology

Our team is diverse, filled with ambitious and creative minds, spread across the UK, Europe, and Asia with customers in 25 countries, across 5 continents. Our history guides us and gives us a great position in the market, but it’s our innovation and international expansion that will keep us successful. Don’t just take our word for it, every 10 working hours a new hotel goes live with Guestline.

Yes, technology and solutions are our thing, but what makes us different is we love to show our customers the humans behind the computers. We're all about personable technology, we give our customers the systems and advice they need to enhance guest experience and make their operations more efficient. Through this approach we have been awarded ‘Best Technology Product’ from Boutique Hotelier and Travolution.

The Team and Application Support role

In this role you'll be on the front line of our customer interactions, providing support for our PMS and EPOS systems. The ideal candidate for this role will have experience working with bespoke applications, servers, and networks within a service desk environment. You'll be joining our Support Team which is made up of passionate individuals driven by our customers and the hospitality industry. The team is responsible for troubleshooting and resolving issues that arise from our bespoke full product suite including our award-winning Property Management System (PMS), our Electronic Point of Sale System (EPOS) and our many interfaces to 3rd party systems such as phone, door locking and heating systems to name a few.

As an omnichannel Support Team, support is provided from 07:00 to 23:00 GMT 365 days a year through telephone, email and live chat. Shifts are allocated on a rota basis, produced up to one month in advance.

What you'll be doing

• Be an expert in ZenDesk by logging, investigating, and closing tickets logged by customers, internal staff, and 3rd parties with a high level of accuracy and detail
• Handling customer interactions through email, live chat and phone calls
• You’ll use your previous service desk experience to understand and engage with our customers, offering a high-quality, courteous level of service across all channels
• You’ll liaise with our 3rd Line Support Team, ensuring an appropriate handover whenever you have a challenge that needs to be escalated
  
• Data security is one of our highest priorities, you will commit to upholding best practice around GDPR and PCI principles

About you

• You're a great communicator - you can translate technical jargon into non-technical terms when communicating through written channels and verbally
• You know how to do this - you have workable knowledge of IT, Software and Services Desks to support your transition (we’ll teach you our software and approach – your personality, passion and determination are they key to delivering exceptional service to our customers)
• You’re a self-starter – You can deal with ambiguity, working from your own initiative with a proactive approach
• You’re a problem solver – you keep an eye on the detail to deliver relevant and timely resolutions
• You’re super organised – you have the ability to manage multiple investigations ensuring you prioritise workload accordingly
• You relentlessly think Guest – you put a customer lens on all that you do. You have the ability to understand the problems of our customers and use your expertise to guide them to the best outcome
• You’re kind – one of our most important attributes in a Guestliner, you’ll go out of your way to help others and feel proud when others around you succeed
• You’re bold and prepared to drive change – you use learning techniques, soft skills and lead by example to inject new ways of thinking wherever needed and you’re not averse to trying new things in order to deliver the best possible service
• You’re tech-savvy – you’re adaptable to learning new technologies, terminology, and take an interest in software development, back-office tools and script development
• You’ve got a curious mind– you read around your subject and default to open when it comes to sharing knowledge

Additional skills that could be beneficial but not essential

• You’ll have worked with and have a sound understanding of Microsoft desktop operating systems (7 / 8 / 10), current Microsoft server operating systems, Microsoft Excel, Networking (O/S level), SQL Server or other database platforms
• Previous experience of working in a Support Desk environment and the use of associated Support Desk software & processes
• Some previous experience with EPOS systems
• A strong analytical mindset with the ability to make decisions
• Experience with Microsoft Azure and cloud computing

The process

• A 30-minute call with a member of our PeopleOps team to get to know you a little better
• You’ll spend 45-minutes with a Support Team Leader (all virtually!) to understand the operation and how we work at Guestline
• You’ll meet with our Head of Customer Success for 30-minutes to conclude the process

Guestliner Benefits

Our Guestliners make our business the innovative, progressive, and successful place that it is. Here are some of the benefits they enjoy:

• We believe in continuous improvement and so we'll give you your own allowance to spend on your professional development
• Your health is important and so we cover the cost of a Private Medical Plan for you
• We provide additional mental health support as part of your Private Medical Plan and our Employee Assistance Programme is available 24/7 giving you the ability to speak to a professional in confidence about a range of issues
• You will be covered under our Group Life Insurance policy for 4 x your annual salary, payable to your named beneficiaries
• In addition to normal public holidays, we'll give you 25 days holiday a year to relax and recharge your batteries and to allow you to celebrate properly
• Each year we'll give you a paid day to take your birthday off
• To give you a little support for the future, we offer a pension scheme with Scottish Widows. You can contribute at least 5% of your annual salary (or more if you like!) and we’ll add in a contribution of our own
• We like to have fun and it’s important for our Guestliners to unwind and get to know each other, our Social Committee organises regular events from local get togethers and charity initiatives to company BBQs and our annual Christmas party

Diversity, Inclusion and Belonging

We're on a mission to disrupt the hospitality industry and a diverse team with different views, perspectives and experiences improves our ability to challenge conventions, support our customers and strengthen our decision making. We believe that all Guestliners should bring their best selves to work every day and we strive to create an inclusive environment which they feel comfortable, inspired and empowered. We're committed to hiring the best talent by ensuring our teams are represented by all pockets of society. We aim to grow, support and develop every individual during their time with us.