IT & Guest Experience Analyst

Hyatt Hotels and Resorts; Toronto; On-site; CAD 50,000 - 55,000; Full time

Job summary

A major hospitality brand in Toronto is seeking an experienced IT & Guest Experience Analyst to oversee all IT operations. You will manage networks, provide technical support, and ensure optimal guest service through effective IT solutions. The ideal candidate has at least 5 years of experience in a hotel environment and a degree in Computer Science. This full-time role offers a salary range of CA$ 50,000 - CA$ 55,000.

Qualifications

• Minimum 5 years' experience supporting application software in a windows environment.
• Energetic and outgoing, with a positive attitude, driven to provide outstanding guest service.
• Ability to communicate effectively with all levels of colleagues and management.

Responsibilities

• Maintain, troubleshoot, and administer local and wide area networks.
• Evaluate, install, and troubleshoot hardware and software.
• Provide technical support to users to resolve hardware, software, and application issues.

Skills

Customer service orientation

Problem-solving skills

Communication skills

Organizational skills

Education

Post-secondary degree/diploma in Computer Science

Tools

LAN/WAN management

PMS systems

NEC phone systems

Job description

Do you want to make a difference in the lives of those around you, be part of something bigger, and love where you work?

Join a community that values respect, integrity, inclusion, empathy, experimentation, and well-being. At Hyatt, diversity, equity, and inclusion are at the core of our purpose: to care for people so they can be their best.

About the Job:

The IT and Guest Service Analyst is responsible for all IT activities, including IT strategy and planning. This includes the creating and ongoing maintenance of hotel's webpage, PC's, laptops, printers, faxes, scanners, photocopiers, smartphones, and hotel room wireless/high speed internet.

• Job Title: IT & Guest Experience Analyst
• Reports To: Director of Finance (dotted line to Director of Operations)
• Department: Accounting & Finance
• Availability: Full Time Regular

Salary Range for the position will be CA$ 50,000 - CA$ 55,000

Qualifications

• Minimum of 5 years' experience supporting application software in a windows environment preferably in a Hotel or related industry.
• Energetic and outgoing, with a positive attitude, driven to provide outstanding guest service.
• Post-secondary degree/diploma in Computer Science.
• Ability to communicate effectively with all levels of colleagues and management.
• Excellent organizational, computer, analytical, and problem-solving skills.
• Preferred experience with file maintenance in hotel systems and NEC phone systems.
• Very strong oral and written communication skills.

Daily Tasks

• Maintain, troubleshoot, and administer the use of local area networks (LANs), wide area networks (WANs), mainframe networks, computer workstations, connections to the Internet, and peripheral equipment.
• Evaluate, install & troubleshoot hardware, software, operating system software and applications.
• Plan, coordinate, and implement network security measures such as Physical Access Control, Permissions, PCI Compliance, IPS/IDS (Intrusion prevention system/Intrusion Detection System), VPN, Firewall, Antivirus, security updates and patches etc. in order to ensure network integrity, protect data, software, and hardware
• Administer and control email usage, add/remove email accounts, distribution groups, mailbox, mailbox quota and access control.
• Maintain and verify server/workstation data backups, perform disaster recovery, security and quality control operations.
• Manage active Directory accounts, Security and Distribution Groups, Permissions, Share Permissions.
• Provide technical support to users in order to resolve hardware, software and application issues.
• Conduct research and testing of products, services, protocols, and standards in support of network procurement and development efforts.
• Develop, implement and maintain policies, procedures and organize training for staff.
• Administer servers, desktop computers/laptops, printers, scanners, phones, smartphones, software deployment, etc.
• Liaises with software and hardware vendors on a regular basis to remain current with technology changes and to suggest improvements or enhancements and obtains new competitive prices from vendors, where appropriate, to ensure cost effectiveness.
• Responsible for the maintenance of all hotel systems including the telephone system, the PMS system, the Reservations system, all desktop computers and related programs along with Hotel website & associated content updates
• Responsible for running System Reports as requested.
• Responsible for analyzing HySat Guest Alerts, performing deep dive analytics, and identifying data trends to ensure optimal operational efficiency and gap/needs analysis.
• Assists in responding and/or posting to social media/online guest portals including but not limited to: Trip Advisor, Facebook, IG, Yelp, HySat, and/or Hyatt Consumer Affairs.
• Monitors the system logs and reports any deviations to the Director of Finance.
• Operates in compliance with all local, provincial and federal laws/government regulations.
• Adheres to Hyatt-branded and local Hotel operating policies/procedures.
• Communicates effectively between departments, colleagues, and guests.
• Performs any other tasks as assigned from time to time by Senior Management, including but not limited to acting as a Manager on Duty/Front Desk Shift Supervisor.

Hyatt Regency Toronto is dedicated to offering employment accommodation in compliance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for a job opportunity, please inform the Human Resources department if you require accommodations.