TTI is looking for a Tier 3 IT Support Specialist. The ideal candidate is highly skilled in troubleshooting and technical support but also ready to step into project management and customer support responsibilities. This role offers a unique opportunity to blend advanced IT support with hands-on project coordination, working closely with cutting-edge business center software solutions.
As a critical part of our team, you will be the go-to expert for remote installations, system integrations, and complex technical escalations. You'll help shape the future of our software products by ensuring that installations are smooth, support is top-notch, and our partners are kept informed and confident in the services we provide. Your work will directly impact the operations of major properties, including hotels and business centers, as you liaise with high-level stakeholders such as General Managers and Owners.
What sets this role apart is the opportunity to grow beyond traditional IT support. You'll be entrusted with project management duties, guiding installations and updates from start to finish, making sure everything stays on track, and acting as the central point of contact for both internal teams and external partners.
This position offers the flexibility to work remotely with a strong preference for West Coast hours—giving you the freedom to manage your time effectively while ensuring you are available to support our key customers during their business hours. If you're the type of person who enjoys autonomy, takes ownership of projects, and can handle technical challenges without oversight, then this could be the perfect fit for you.
Key Responsibilities:
Requirements:
Benefits:
If interested, please send your resume to hr@ttitel.com
Hotel chargebacks, a frequent yet often underestimated issue, can significantly impact a hotel's financial health. A chargeback occurs when a guest disputes a charge with their credit card company, leading to a payment reversal.
They are particularly prevalent in hotels, where the nature of transactions and third-party booking platform involvement complicate the verification process.
Tim Doxzon, TTI Technologies' Vice President of Sales, discusses the pervasive problem of hotel chargebacks and offers insights into mitigating these costly disruptions.
A chargeback typically arises when a hotel guest disputes the credit card charge, claiming they did not authorize the payment or stay at the hotel. This can happen for various reasons, including genuine misunderstandings, fraudulent activities, or issues with the booking process.
"A lot of hotels call us saying they're getting too many chargebacks," explains Doxzon
"It's simply a guest who stayed at the hotel and then told the credit card company they didn't stay there or fought the charge for some reason."
The problem worsens when hotels deal with online travel agencies (OTAs), where the credit card information is often on file, but the physical card is not presented at check-in. This lack of a physical card swipe makes it easier for guests to dispute charges, increasing chargebacks.
Chargebacks can cost hotels thousands of dollars in lost revenue and the administrative burden of managing disputes. According to Doxson, the financial impact can be staggering.
"I've had accounts tell me they got taken for $17,000 in one week," he says. "The cost of scanning an ID is insignificant compared to the hassle of trying to clear a chargeback."
Disputing a chargeback is time-consuming and often frustrating for hotel staff. The accounting department must gather evidence to prove that the guest did stay at the hotel, which can involve sifting through records, communicating with the credit card company, and dealing with repeated rejections.
"It's a daunting task for the accounting department to constantly have to fight chargebacks with MasterCard, Visa, and American Express," Doxzon says. "Being told 'no' because they don't have proof that the guest stayed there is a common scenario."
Discover TTI's ID Scanning Solutions >>
One of the primary reasons for chargebacks is the need for proper verification at check-in. Historically, hotels would photocopy IDs, but this practice could be safer and more efficient.
"In the old days, they would have made a photocopy of an ID,” Doxzon explains. “Well, photocopying an ID is dangerous and not secure. Having a copy of the ID allows them to go to the credit card company and say, 'This person stayed here. We have his driver's license, a picture of the ID, and his credit card information.'"
Despite improvements in credit card technology, such as the introduction of chip cards, the chargeback issue persists.
"There was a thought that with the new chip cards, that would improve things," Doxzon notes. "It has improved a little bit, but because many groups have their credit cards on file with the OTA and hotels do business that way, they haven't resolved this issue."
To combat chargebacks effectively, hotels need to adopt better check-in verification methods.
One solution is the ID scanning technology TTI Technologies offers, which integrates with most property management systems (PMS) to scan, capture, and store ID information securely.
"It scans the ID either into the PMS or, if the PMS doesn't allow it, into a hard drive or share drive," Doxzon says. "The picture is small, but it allows them to pull it up, print that picture, and send it with the chargeback information right back to the credit card company."
Hotels can provide compelling evidence in chargeback disputes by having the guest's credit card information and a scanned copy of their ID, significantly increasing their chances of winning these cases.
While technological advancements have helped reduce the chargeback occurrence, the problem still needs to be fully resolved. Hotels must continue to adapt and implement robust verification processes to protect their revenue and streamline operations.
As Doxzon points out, "A lot of hotels don't know that scanning exists, and for many years, they just wouldn't photocopy IDs, not realizing that photocopying an ID and keeping it in a folder in chronological order is difficult and unsafe."
Education and awareness are key to addressing the issue of chargebacks.
Hotels need to stay informed about the latest tools and practices available to safeguard against fraudulent disputes. By investing in secure ID scanning technology and training staff on its importance, hotels can reduce the financial impact of chargebacks and focus on providing exceptional guest experiences.
Hotel chargebacks are a significant challenge that requires a proactive approach to manage effectively. With the right technology and procedures, hotels can reduce chargeback frequency and financial impact, safeguarding their revenue and reputation.
By adopting secure ID scanning solutions and staying informed about best practices, hotels can turn the tide against chargebacks and ensure smoother operations.
Contact us to learn more about our products and put an end to hotel chargebacks for good.
FOR IMMEDIATE RELEASE:
New York, NY - May 20, 2024 - TTI Technologies, a leader in innovative solutions for the hospitality industry, is proud to announce the launch of ICON, an interactive lobby console designed to transform the guest experience and streamline hotel operations.
Introducing ICON: The Future of Hotel Guest Services
As guest expectations continue to evolve, providing a seamless and personalized experience is crucial for hoteliers. ICON by TTI Technologies is set to redefine how hotels interact with their guests, offering a suite of features that cater to the diverse needs and preferences of modern travelers.
Key Features of ICON:
A Step Towards the Future of Hospitality
“We are excited to introduce ICON, a product that embodies TTI Technologies’ commitment to innovation and excellence in the hospitality industry,” said Steve Blidner, Founder & CEO at TTI Technologies. “ICON is designed to enhance guest satisfaction by providing personalized and efficient service, ultimately setting a new standard in hotel operations.”
Streamlining Operations and Reducing Front Desk Workload
One of ICON’s standout benefits is its ability to take the pressure off front desk staff. By handling routine inquiries and providing instant information, ICON allows hotel staff to focus on more personalized and complex guest interactions, improving overall service quality and efficiency.
Seamless Integration with Existing Systems
ICON is part of TTI Technologies' existing business center solutions and requires no additional apps or hardware. This integration ensures a smooth implementation process and reduces the need for extensive staff training, allowing hotels to enhance their guest services without disruption.
Step into the future of hospitality with ICON, TTI Technologies’ interactive lobby console.
For more information about ICON and how it can benefit your hotel, visit our website or contact our sales team at sales@ttitel.com.
About TTI Technologies:
TTI Technologies, based in New York City, has been innovating technology in the hospitality industry for thirty years. TTI Technologies takes pride in delivering global hospitality technology solutions that bridge the gap between technology and human interaction, allowing your staff to focus on serving guests. Sample technology solutions include ID/passport scanners, business centers, mobile printing, and lobby tablets. All are customizable to your venue.
For media inquiries, please contact:
Susan Tucker
Lure Agency
Phone: 619-273-5100
Email: hello@lureagency.com
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The landscape of a property's amenities has witnessed a remarkable evolution, particularly in the hotel business center.
Once defined as separate spaces equipped with basic office tools like computers and printers, hotel business centers are transforming into multifunctional concierge centers. This evolution reflects a broader change in guest expectations and technological advancements.
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Yet, as we dive into the nitty-gritty of hotel management and IT concerns, it becomes clear that these spaces offer more than meets the eye. They will become especially valuable for staff and guests alike as software evolves to meet changing needs.
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As a hotel manager or an IT department head, understanding the unique strengths of family-owned entities can be crucial in making informed decisions about your technology partnerships.
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Because it may be difficult for hoteliers to monitor the security of their business centers' computers, they should consider outsourcing this responsibility to a preferred vendor specializing in the hospitality market.
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