SOFTWARE SUPPORT AND TRAINING SPECIALIST/ ELINA CONCIERGE

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1 SOFTWARE SUPPORT AND TRAINING SPECIALIST/ ELINA CONCIERGE OBJECTIVE JOB DESCRIPTION Vestibule Solutions require a Software Support and Training Specialist working as part of our Elina Concierge team to manage the support, implementation and training of our hospitality management suite, Elina. The successful candidate will be responsible for providing outstanding support and customer service, testing existing and new functionality, assisting the account management team in building customer relationships and supporting the senior training & support specialist in creating and updating all Elina training materials and resources. They will play a vital part in increasing customer usage and utility of the Elina Hospitality Management Suite and ultimately to increase customer satisfaction, loyalty and up-selling. The successful candidate will possess strong technical aptitude, have excellent computer skills, be a strong communicator, and ideally have a hospitality background in the rooms division of a hotel or serviced apartment provider. As a full hospitality management suite, Elina is a one-of-a-kind software suite within a highly competitive and traditional industry, and the role of the Software Support and Training Specialist is both to educate, assimilate and communicate in a direct and forward manner with customers. This role requires balancing analytical thinking, excellent listening skills and a process and strategic orientation to succeed. Key terms: Software support and training, quality assurance, technical writing, project management, customer management Responsible to: External relationships: Internal relationships: Location: Director of Accounts Hospitality professionals of director level Senior management and technical team London Main duties of the post: The role of Software Support and Training Specialist for Vestibule Solutions working on the Elina product shall include, but not be limited to the following duties. Page 1 of 5

2 Become an expert end user of Elina PMS. Develop in-depth and comprehensive knowledge of the functionality available Provide outstanding customer service and support both technical and hospitality orientated - to the Elina user base, actively working to provide solutions to business challenges. Analyze the cause of all problems and either provide the end users with solutions or workarounds, or escalate the issue to the development team Verify, manage, track and regularly communicate the status of issues reported by users and internally Manage the initial training and implementation of our hospitality management suite, Elina Assist with the planning, conducting and up selling basic and advanced training courses Assist with the creation and updating of all Elina training materials and resources Represent Vestibule Solutions for all customers of the Elina range of products Engage with the current and potential customer base via newsletters, mailings or other marketing materials in order to build trust, relationships and to ensure a continuous flow of relevant information to all customers. On occasion the Software Support and Training Specialist might also be asked to: Input to product development of Elina by working directly with the technical management in order to give your input to additional features or the formation of new system requirements based on your customer experience and any experience from previous work within the tourism and hospitality industries. Work actively and continuously with the entire Vestibule Solutions team to identify and attract new customers to the Elina product. Participate in general product and market strategy discussions with management. Participate in the marketing, support and sales of Elina at industry events, possibly including trade shows and conferences. Page 2 of 5

3 Requirements: Must possess strong technical aptitude Must be a process orientated thinker with an ability to translate customer needs to current system processes and functionalities. Ability to work with and translate new customer requirements to technical requirements cataloguing and understanding systems thinking A strong communicator with perfect oral and written English. Other European languages are desired. Practical experience and / or education in AT LEAST ONE of the following areas (in order of preference): information systems user support software user support and training in the hospitality industry front desk operations & reservations or similar guest services in serviced apartments, hotel, resort, spa Able to work under minimal supervision, prioritise work effectively and meet deadlines. Excellent working knowledge of Microsoft Word, Excel, Outlook and PowerPoint (preferred). Knowledge of PMS or CRM systems (preferred). Bachelor degree Must have the ability and willingness to travel domestically and internationally. A flexible attitude with proven experience of working in a small team, while also able to work independently. Good team-working and interpersonal skills. Strong results orientation. Possess drive, motivation and acute attention to detail. Expected to be proactive and self-manage. Requires work during customers' business hours and after when on project: during evening hours when on scheduled support shifts or when on stand-by support duty. These duties will include weekends and holidays. Must hold a UK work and residence visa. Page 3 of 5

4 Remuneration: Annual Salary is between 22,000 and 30,000 depending on the candidate s experience and skills. 25 days of holiday per year in addition to the 8 statutory bank holidays. Page 4 of 5

5 ABOUT VESTIBULE SOLUTIONS At Vestibule Solutions we offer various products to increase productivity, revenues, and visibility off- and online. We work in different areas within e-commerce and information systems, as well as in operations, CRM, and revenue management. The primary product we offer is Elina, the Management Suite for Hospitality. Elina was designed to allow hospitality professionals to focus on their customers while delivering the best customer service possible with no special interfacing or complicated software installations. The suite integrates the areas of operations management, property management, customer relationship management, promotions, newsletters and marketing, revenue management, distribution, and reservations to leave the focus of the hospitality professionals directed on their business rather than on the technology and its support apparatus. Please review our product website at or our corporate website ( for more information. We offer new team members the opportunity to build a career in a highly regarded sector, grow with the company, and have a direct impact on the Elina Application, our clients future systems, strategy and management. This is a chance to be a part of something different, something where each individual matters as much as the team. To apply, please send your CV and a covering letter explaining why you are suitable for the role to This document outlines the key elements of the position, for the purposes of recruitment and internal communication. It is not intended to detail all activities performed by the position, as all employees are expected to be flexible to support the Company by taking on alternative or additional tasks as required. No employee will be required to perform duties that are not reasonably within their capabilities. Page 5 of 5

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