[RWDHA] - Technology Experience Officer

About the Role
At the company, we are dedicated to crafting a unique environment where passion meets purpose, empowering our associates to thrive both personally and professionally. You will become a vital part of our diverse and inclusive community that values personal development, celebrates achievements, and encourages lifelong learning. This entry-level position is aimed at enhancing hotel operations through digital solutions, offering opportunities for growth and experience in a luxury hospitality setting.

Key Responsibilities

Digital Solutions & Hospitality Digitalization

• Support digitalization initiatives across hotel operations, including guest-facing platforms, associate tools, reporting dashboards, online forms, workflow automation, and department productivity solutions.
• Assist departments in documenting manual processes and identify opportunities to improve efficiency through approved digital tools and standardized workflows.
• Coordinate testing, user feedback, issue logging, and adoption support for digital solutions in Rooms, F&B, Spa, Residences, Finance, Engineering, and operational areas.
• Provide basic training and user guidance to help associates adopt approved digital platforms and reduce manual or duplicate work.

Cloud Infrastructure & Digital Solutions

• Assist with managing and maintaining cloud platforms such as Azure and Oracle Cloud Infrastructure for daily operations, supporting cloud-based solutions.
• Execute assigned automation tasks and support monitoring of cloud resource utilization, alerts, and cost reports under supervision.
• Proactively identify opportunities to optimize infrastructure performance, improve system reliability, and support digital transformation initiatives.

Daily IT Support & Service Requests

• Provide first-line technical support for associates, operational departments, and approved guest technology requirements, focusing on digital platforms and business applications.
• Receive, log, prioritize, and follow up on service requests, ensuring timely updates and proper closure of assigned tickets or digital support tasks.
• Troubleshoot common hardware, software, network access, Wi-Fi, telephony, and user access issues, escalating unresolved matters as needed.

Hospitality Systems, Data & Guest Technology Support

• Assist with support for hotel systems such as PMS, POS, guest internet, digital signage, and other property applications.
• Support data accuracy, basic reporting, dashboard checks, and system testing after fixes, upgrades, or configuration changes.
• Provide prompt support for technology issues affecting guest service, ensuring concerns are escalated quickly when impact is high.

Automation, Reporting & Process Improvement

• Assist with automation, scheduled reports, SharePoint lists, and department-level digital trackers as approved by the Technology Experience team.
• Maintain automation documentation, test scripts, user guides, and support notes.
• Monitor assigned digital workflows or reports for failures, missing data, or user adoption concerns and escalate where needed.

Project, Vendor & Operational Support

• Assist during digital projects, system rollouts, upgrades, and operational readiness activities.
• Coordinate vendor support visits or remote sessions for digital or cloud-related tasks.
• Follow up on assigned project tasks, handover notes, inventory updates, and department requests.
• Perform other similar or related duties as necessary.

Required Skills and Knowledge

• Basic knowledge of Microsoft 365, SharePoint, Forms, Lists, and Power Automate or similar tools is preferred.
• Awareness of cloud platforms such as Azure and Oracle Cloud Infrastructure.
• Understanding of digital workflows, data accuracy, and user adoption practices.
• Willingness to learn hospitality digital platforms and corporate technology governance.

Technical Expertise

• Knowledge of desktop support, Windows operating systems, and common hotel technology systems.
• Understanding of PMS, guest internet, IT service desk practices, and basic networking.
• Ability to document findings clearly and escalate issues appropriately.
• Awareness of cybersecurity and data protection practices in hospitality.

Communication & Service Skills

• Strong service attitude with the ability to support guests and associates.
• Clear communication skills to explain technical matters to non-technical users.
• Attention to detail for documentation, asset records, and support logs.

Qualifications

• Diploma or bachelor’s degree in Information Technology, Computer Science, Information Systems, Digital Business, or a related field; equivalent practical experience may be considered.
• Entry-level role requiring 0 to 2 years of IT, digital systems, or technology support experience, preferably in hospitality.
• Preferred qualifications include Microsoft or Oracle Cloud fundamentals and experience in digitalization or automation.

Competencies

• Guest-centricity: Supports solutions improving guest and associate experiences.
• Digital Mindset: Shows curiosity and willingness to learn digital tools.
• Drive: Completes tasks with urgency and accuracy.
• Initiative: Identifies opportunities for digital adoption and shares recommendations.
• Integrity: Handles sensitive information with confidentiality.
• Adaptability: Responds positively to changing priorities and fast-paced requirements.
• Collaboration: Works effectively with the Technology Experience team and vendors.

Working Conditions

• Full-time position with occasional evening, weekend, or holiday support as needed.
• On-call or shift support may be required.
• Fast-paced environment requiring problem-solving and clear communication.
• Regular interaction with guests, associates, and corporate technology teams.
• Continuous learning is required.
• Background check required for eligibility.

Experience

• 0 to 2 years of progressive work-related experience in IT, digital systems support, or hospitality systems support.