[RWDHA] - Technology Experience Officer

About the Role
At the company, we create an environment where passion meets purpose, empowering you to bring your true self to work and grow with confidence. The role focuses on driving digitalization initiatives across hotel operations, supporting various departments in enhancing efficiency through technology, and offering vital IT support for associates and guests. As a crucial member of our team, you will help shape the future of luxury lifestyle experiences by implementing digital solutions that improve guest and associate interactions.

Your Role
Essential Duties and Responsibilities
Digital Solutions & Hospitality Digitalization

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

Cloud Infrastructure & Digital Solutions

• Assists with managing and maintaining cloud platforms such as Azure and Oracle Cloud Infrastructure for daily operations, supporting cloud-based solutions and automation tools as directed.
• Executes assigned automation tasks and supports monitoring of cloud resource utilization, service availability, alerts, and cost-related reports under supervision.
• Proactively identifies opportunities to optimize infrastructure performance, improve system reliability, and support digital transformation initiatives at the property level.

Daily IT Support & Service Requests

• Provides first-line technical support for associates, operational departments, and approved guest technology requirements, focusing on digital platforms and business applications.
• Receives, logs, prioritizes, and follows up on service requests, ensuring timely updates and proper closure of assigned tickets or digital support tasks.
• Troubleshoots common hardware, software, printer, network access, Wi-Fi, telephony, application, and user access issues, escalating unresolved matters with clear details.

Hospitality Systems, Data & Guest Technology Support

• Assists with support for hotel systems such as PMS, POS, key systems, guest internet, digital signage, in-room technology, guest communication tools, and other property applications.
• Supports data accuracy, basic reporting, dashboard checks, digital form usage, and system testing after fixes, upgrades, or configuration changes.
• Provides prompt support for technology issues that may affect guest service, ensuring concerns are escalated quickly when business impact is high.

Automation, Reporting & Process Improvement

• Assists with simple automation, scheduled reports, SharePoint lists, Microsoft 365 tools, forms, approval flows, and department-level digital trackers as approved by the Technology Experience team.
• Helps maintain automation documentation, test scripts, user guides, and support notes to ensure digital solutions are easy to operate and support.
• Monitors assigned digital workflows or reports for failures, missing data, access issues, or user adoption concerns and escalates where needed.

Project, Vendor & Operational Support

• Assists the Technology Experience team during digital projects, system rollouts, upgrades, preventive maintenance, testing, and operational readiness activities.
• Coordinates basic vendor support visits or remote sessions for assigned digital or cloud-related tasks, ensuring IT visibility and proper documentation of actions taken.
• Follows up on assigned project tasks, handover notes, inventory updates, digital adoption actions, and department requests to support smooth delivery.
• Performs other similar or related duties as necessary.

Required Skills and Knowledge
Digital, Cloud & Automation Fundamentals

• Basic knowledge of Microsoft 365, SharePoint, Forms, Lists, Power Automate or similar automation tools is preferred.
• Awareness of cloud platforms such as Azure and Oracle Cloud Infrastructure, including basic monitoring, alerts, access, resource usage, and cost awareness.
• Basic understanding of digital workflows, reporting dashboards, data accuracy, user adoption, and process documentation.
• Willingness to learn hospitality digital platforms, cloud operations, integrations, automation standards, and corporate technology governance.

Technical Expertise

• Good working knowledge of desktop support, Windows operating systems, printers, mobile devices, basic networking, business applications, and common hotel technology systems.
• Basic understanding of PMS, POS, guest internet, endpoint protection, patching, access requests, backups, and IT service desk practices.
• Ability to troubleshoot issues logically, document findings clearly, and escalate with accurate information when required.
• Awareness of cybersecurity, privacy, asset control, and data protection practices in a hospitality environment.

Communication & Service Skills

• Strong service attitude with the ability to support guests and associates professionally and patiently.
• Clear communication skills with the ability to explain simple digital and technical matters to non-technical users.
• Ability to follow instructions, manage assigned tasks, and provide timely updates to the Technology Experience Supervisor or Manager.
• Good attention to detail for documentation, asset records, access requests, workflows, reports, 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 minimum 0 to 2 years of IT, digital systems, automation, reporting, or technology support experience, preferably within hospitality or a service-led environment.
• Exposure to end-user support, Microsoft 365 tools, basic automation, reporting, asset records, cloud concepts, or business application support is preferred.
• Ability to work under supervision, follow approved procedures, learn quickly, and escalate issues appropriately.

Preferred Qualifications

• Microsoft, Azure fundamentals, Oracle Cloud fundamentals, Power Platform, CompTIA, ITIL Foundation, networking, security, or hospitality system training is an advantage.
• Experience or academic exposure to digitalisation, automation, data reporting, cloud platforms, hotel systems, service desk platforms, or workflow tools.
• Basic scripting, reporting, dashboarding, automation, SharePoint, Power Automate, or inventory management experience is beneficial.
• Previous exposure to luxury hospitality technology operations or hotel digital projects is preferred.

Competencies

• Guest-centricity - Supports digital and technology solutions that improve the guest and associate experience through reliable, practical, and user-friendly support.
• Digital Mindset - Shows curiosity and willingness to learn digital tools, automation, cloud platforms, reporting, and hospitality technology solutions.
• Drive - Completes assigned support tasks, routine checks, automation follow-ups, and digital project actions with urgency and accuracy.
• Initiative - Identifies repeated manual work, digital adoption gaps, and simple improvement opportunities, then shares recommendations with the Technology Experience team.
• Integrity - Handles access, cloud information, operational data, guest requests, devices, and support records with confidentiality and accountability.
• Adaptability - Responds positively to changing operational priorities, urgent incidents, new systems, and fast-paced hotel requirements.
• Collaboration - Works effectively with the Technology Experience team, operational departments, and approved vendors to support digital solutions and resolve issues.

Working Conditions

• Full-time position with occasional evening, weekend, or holiday support based on operational, digital project, or system maintenance requirements.
• On-call or shift support may be required for business-impacting incidents, digital service issues, or planned maintenance activities.
• Fast-paced hotel environment requiring practical problem-solving, clear communication, service focus, and willingness to learn.
• Regular interaction with guests, associates, managers, corporate technology teams, and approved vendors in a professional setting.
• Continuous learning is required to stay current with property systems, digital tools, cloud platforms, cybersecurity requirements, and technology standards.
• Employee must be subject to passing background check to be eligible for the position.

Experience
0 to 2 years progressive work-related experience in Information Technology, digital systems support, automation, reporting, cloud fundamentals, service desk support, hospitality systems support, asset tracking, or user support documentation.