Implementations Executive - Australia APAC
Mews, Australia
Job Description
Can you help us change the world?
Yes, you read that correctly. It sounds grand, but we’ve got big ideas at Mews. We’re transforming the world of hospitality, re-imagining the industry with a best-in-class cloud-based property management solution for hotels, hostels, apartments, and so much more.
We’re on the lookout for ambitious, tenacious, and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? If you’re an Implementations Executive, keep reading and tumble down the Mews rabbit hole.
About the role
First things first: you want to know what you’re actually applying for. It’s impossible to capture every nuance of a role especially at a rapidly growing company like Mews but if we had to distil it down to a job description (which we do, because this is a job description), it would be this: We’re looking for an Implementations Executive, who is a smart articulate and outgoing individual who loves teaching, training amp; all things hospitality related. We would prefer if you had some experience in any of the hotel, travel or global distribution industries but we particularly want someone who is able to clearly and enthusiastically transfer their deep knowledge to both clients and colleagues.
Your mission, should you choose to accept it:
- Leading small and medium value clients through the implementation process.
- Conducting training courses on the use of the Mews Hospitality Cloud for new and existing customers and/or Mews employees.
- Liaising with customers and the Mews training/support team in order to develop and maintain training courses via web cast, video and/or our online classroom.
- Ensuring existing training programmes meet and/or exceed customer needs.
- Building new hotels/hostels directly into the Mews platform based on specifications provided by the sales and Implementation team
- Building relationships with Mews resellers and training them to ensure they have all the information and tools to provide strong first-level support to their clients.
- Coordinating/facilitating ad hoc (online) training sessions during Implementation process.
- Consulting hotels proactively on ways to improve usage of the Mews system by analyzing performance of clients.
- Total Account Management to develop and grow the relationship with clients.
Requirements
You’ll be a great fit if you bring a few of the below with you:
- Higher Education preferably in Hotel Management/IT/Travel Business
- Ability to work in a fast-paced company and ready to work both independently or as part of a team.
- Outgoing, social and ready to communicate with colleagues, clients and partners across various countries and at different organisational levels.
- Ability to take feedback, learn quickly and adapt to new situations.
- We love collaboration and ideas so being able to share fresh ideas and suggestions in order to move the company forward is key.
- A genuine interest in innovative software and disruptive tech.
- Experience with project management, training and implementations
Role Competencies
Service Quality
You gain deeper insight into customer needs or problems by questioning and exploring concerns and reviewing data in reports. You raise repeated problems or blocks to excellence customer service. You monitor and evaluate data, information and customer feedback to ensure ongoing service quality. You are able to handle most customer complaints and know when to escalate to be resolved to satisfaction. You continuously seek ways to improve service delivery, challenging current practice and suggesting a better way.
Problem Solving
You solve problems and make choices by applying data, research and evidence relevant to the specific situation. You have strong analytical skills that help you probe to identify the root cause of the problem and determine source of issues. You optimise your workflow by recognising and solving repetitive problems and adjust your approach to minimise the risk of repeating the same type of mistake. You recognise your own mistakes, use them as a learning and teaching opportunity. You are learning to break down large problems into smaller, more manageable ones.
Project Management
Defines clear (SMART) goals/objectives for each project and can set goals that are over and above those expected. Uses plans to manage workload. They can deal with peak and troughs in workload and balance a range of sometimes conflicting priorities and tasks. Manages small projects and allocates resources effectively, delegating tasks with clear objectives and expectations. stays focused on the desired outcomes and avoids distractions. Takes ownershi