About the Role / About the Job
Leads and operates the Information Technology (IT) discipline for properties and managed offices in scope. This role manages a team of IT resources and is accountable for day-to-day hotel and company office IT operations. It provides support to operations leaders for owner relations and negotiations on IT matters. Once handed over from the direct manager, the position is accountable for new opening/acquisition construction oversight, countdown, and live operation. The role executes property internet support and collaborates with the direct manager on vendor management and product development for the assigned market.
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Candidate Profile
Education and Experience
- Hotel or Hospitality Management education with awareness of global hospitality technology trends.
- Experience in assignments at international locations, with back-of-the-house and guest-facing operational and technical experience in hospitality management systems.
- Minimum of 3 years in an Associate Supervisory role.
OR
- Bachelor’s degree or equivalent with a minimum of 2 years project management experience.
- Proven negotiation skills.
Core Work Activities
General
- Maintains status documentation (goals, scorecard, LPA tracking, etc.) to verify accuracy.
- Strives to achieve balanced scorecard and goals by leveraging resources and concepts to achieve desired results.
- Monitors assigned company-owned and managed offices to verify IT operations are running effectively.
- Meets with the direct manager to provide updates on IT activities and business plans.
- Meets with business points of contact at each property (General Manager, Director of Finance, etc.) in-person at least once every two months to seek feedback and provide effective updates on IT activities and plans, producing follow-up reports and action plans.
- Assists in the activation of all potential properties within the cluster by building business cases and engaging owners and business partners.
People
- Owns the IT vendor relationship for the properties in scope.
- Participates in the Talent Acquisition process according to company procedures.
- Verifies the effectiveness of the induction program for new associates or associates transferring to new roles.
- Trains associates to provide backup coverage in the department during the cluster leader’s vacation and sick leave.
- Performs LPAs (Leadership Performance Assessments) on a timely basis, allocating sufficient time, research, and effort to verify that the process effectively benefits the development of associates.
- Ensures effective communication, training, and execution of all talent development programs and related initiatives.
- Develops a personal management style that brings positive results from associates.
- Builds and maintains positive and effective relations with direct team members.
Product
- Strives to stay informed on the most up-to-date knowledge regarding vendor activities.
- Notifies the direct manager to ensure owners have sufficient vendor choices in each market/city.
- Where assigned, delivers early review/completion/recommendation reports and relevant documentation for pilot phases.
- Where assigned, documents technology pilot scope and objectives with business partners.
Process
- Maintains IT inventory for the assigned properties/offices in the cluster.
- Manages cluster IT agreements for assigned properties.
- Verifies that cluster associates are treated appropriately and in alignment with local operational practices.
- Monitors the execution and tracking of rollouts in a timely manner.
- Compiles, seeks approval for, monitors, and strives to meet operating budgets; manages expenses using tracking and forecasting tools and engages closely with the accounting team.
- Verifies that resources assigned to IT escalation and tracking processes are effective and meet service level agreements.
- Monitors issue management flow among continent support desk, vendors, and cluster organizations to verify effectiveness.
- Implements cluster best practices and suggests enhancements intended to benefit the wider IT community.
- Implements cluster IT policies and procedures as received by regional IT.
- Attends IT Education Calls.
- Verifies planning and accomplishment of technology disaster and contingency plan testing for each property and office.
- Completes other reasonable duties as requested by leadership.
