Is YOUR Service Priovider providing service to YOU?

Firstly - day-to-day support of application solutions [like PMS, PABX, POS, S&C, HR, Accounting to mention a few] is not the job of the IT Manager! What? I hear you say. Yes, it is NOT his/her responsibility. The IT Manager should be responsible for the entire network making sure all systems work harmoniously - interconnect via interfaces and function smoothly - they manage the sum of all the parts - the IT ecosystem.

Software issue with say your PMS -

If you have a software issue with say your PMS - and you can't print a report, or something simple goes awry with the Point of Sale system [and I don't mean a hardware failure], at the time the System Owner - people within the owning group for this system in which it is a business tool should firstly try to handle this utilizing their diagnostic skills and higher level of training as a Super User. And in the unlikely event that they cannot handle the case - then and there the incident should be escalated to the IT Manager to call the Support line. If you don't already have Super Users in place - at that time you should develop some quickly to take care of this gaping need.

Vendors should as well be logging Support Calls and analyzing them on a regular basis with customers - understanding where issues are happening, and see if patterns emerge that maybe require additional training or some form of operational modification.

It is important to point out to the Hotel if a particular person keeps calling Support for issues that could easily be handled on-property, at that time additional training should be given to enhance that individual's First-aid skills. This especially rings true with employee churn and afterwards an upgrade has taken place. I know this is one of the arguments CIO's are using for moving systems off-property/tothe Cloud - and by doing so, reduce the need for on-property skills.

The existence of SOPs

Fact is that the existence of SOPs, which include the use of system functions, are a convenient vehicle to administer training ensuring consistent service. There is nothing worse for the business than outdated SOPs and I would go as far as binding the SOP maintenance and training activities to the annual bonus scheme of every supervisor. It includes updates as a result of either system enhancements/upgrades or business driven changes.

But until that happens - both parties can benefit from higher levels of on-property skills, and more importantly by doing so, the Hotels' operation will be improved, and the Support line will receive less calls. Overall, it's WIN WIN