Hyatt Information Technology / Audio Visual Operations Supervisor in PHILADELPHIA, Pennsylvania
AV/IT Operations Supervisor will assist inprovidingtechnical support to hotel guests, associates and management to assist them in utilizing Hyatt technology to achieve their goals. This role also installs and maintains hotel IT hardware and software in accordance with Hyatt standards. The role utilizes defined processes, procedures and protocols to uphold the security, structure and integrity of hotel networks and systems. In addition, the role performs required IT maintenance and upgrades with minimal disruption to hotel operations, and maintains proper backups for supported systems. This person will also be the on sight contact in the operations of events to ensure meeting planners are set up with their audio and visual needs pre, during and post events.
Responds to customer technical inquiries through various media (phone, ticket, email, “shoulder-tap”, etc.), to ensure customer needs are met.
Assists the customer in resolving technical issues and requests by providing guidance regarding software and hardware problems.
Performs after-incident follow-ups with customers to ensure that customer inquiries are resolved to their satisfaction and within the defined timeframes.
Identifies, evaluates, and prioritizes customer requests and issues to ensure that inquiries are successfully resolved.
Escalates issues within the defined standards.
Assists in the development of defined standards to resolve specific sets of requests / incidents.
Ensures tickets are kept current while following defined processes.
Maintain video communications equipment onsite and remotely including Zoom Room Video systems, Crestron control systems, and related AV equipment in rooms.
Assist with Meeting Room setups that require A/V (Zoom Room, Crestron Displays, Sharelink wireless sharing, and Apple devices.
Troubleshoot audio devices such as wireless microphones, external speakers and sound systems.
Assist with remote support troubleshooting PC & Mac Video conferencing application such as Zoom, TEAMS, Skype, GoToMeetings, etc.
Ensure "White Glove" treatment and customer satisfaction by dealing professionally and effectively with all internal and external customers/clients. Assist management with gauging and assessing customer environment and issues.
Demonstrate a commitment to Hyatt core values.
Entry Level Supervisor position with a preferred 1 year of IT/Audio Visual experience
Exceptional communication and organizational skills
Interpersonal team player
Technical background of MCSE Certifications, and strong PC skills based on Microsoft operating systems and applications
IT Degree qualification is preferred, however, not essential with previous relevant experience
Ability to work in face paced environment and open to a flexible schedule
Primary Location: US-PA-Philadelphia
Organization: Hyatt Centric Philadelphia
Pay Basis: Hourly
Job Level: Full-time
Req ID: PHI001989
Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.
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