PROFESSIONAL SERVICES

The Professional Services team’s responsibility is to ensure all Scopes of Work are designed and implemented successfully.  They use their vast experience with Hospitality IT Systems, Brand Requirements, and 3rd Party IT Vendors to design detailed Scopes of Work and then manage those Scopes until the project is successfully implemented.

• Solutions Architects – Solutions Architects are responsible for reviewing the needs analysis for each project and then designing a solution to meet those needs.  They do that by staying in regular contact with all of the major Hotel Brands and through regular contact with dozens of 3rd Party Hospitality IT Vendors.

• Project Managers – After individual projects and purchases are approved, Centrada’s professional Project Management Team ensures that the designed solution is successfully implemented.  They work closely with the Client’s designated Point of Contact and coordinate the activities of all 3rd Party Vendors, Contractors, Brand Personnel, and on-site Technicians.

CLIENT SERVICES

The Client Services team is the main point of contact for our clients.  The team is responsible for understanding the needs of each client and ensuring those needs are being met.

• Account Managers – Centrada’s Account Managers stay in touch with each Client’s designated Point of Contact on a regular basis throughout the year.  Their role is to be the Point of Contact’s personal IT Consultant by providing advice and guidance on all things IT (i.e. Brand Initiatives, IT Trends, Compliance Requirements, etc).  They are also responsible for ensuring all Centrada Services provided meet or exceed the Client’s expectations.

• Client Service Managers – Client Service Managers assist individual Clients and Client Locations with developing a needs assessment for each requested project and purchase.  They then ensure that all recommended solutions meet the Client’s needs and work with the Client to answer any questions they may have about the recommended solution.

Technical Services

Technical Services is the core of Centrada’s organization.  The System Administrators, System Specialists, and Level 3 Technical Analysts on the Technical Services team combine to set the Technical Standards maintained throughout the Centrada organization.  The Technical Services team also includes our team of Traveling and Local Technicians who are involved in directly supporting our Client Locations and Client Projects.

Operations

The Operations team is comprised of our Help Desk associates.  Operations is the first point of contact at Centrada for the majority of our Client locations.  Operations Technicians are trained and experienced in listening to client’s concerns and then determining the best course of action for each reported concern.  The Operations Level I and Level II Technicians ensure that reported issues are properly identified, addressed by the appropriate Technicians, and that break/fix issues are resolved promptly according to documented Service Level Agreements (SLAs).