Responsibilities:
Technology Operations & System Management
- Manages daily IT operations including system monitoring, maintenance, and troubleshooting to ensure optimal performance.
- Executes technology projects and initiatives within established timelines and budgets, coordinating with corporate IT teams to deploy enterprise-wide updates.
- Monitors system performance metrics and reports on operational efficiency to ensure reliable service delivery.
Cloud Infrastructure & Digital Solutions
- Manages and maintains cloud platforms (Azure, Oracle Cloud Infrastructure) for daily operations, implementing cloud-based solutions and automation tools as directed.
- Executes automation projects and monitors cloud resource utilization and costs.
- Proactively identifies opportunities to optimize infrastructure performance and support digital transformation initiatives at the property level.
Guest Experience & Systems Support
- Provides technology support to hotel operations and guests, managing property management systems (PMS, POS) and guest-facing technologies.
- Implements guest experience enhancements through technology solutions and coordinates with departments to optimize technology integration with service delivery.
- Monitors and troubleshoots technology issues affecting guest services and executes digital solutions that improve guest personalization and satisfaction.
Cybersecurity & Compliance Operations
- Executes cybersecurity policies and maintains security protocols, implementing security measures using Defender end point security, antivirus, web filtering, and patch management.
- Ensures compliance with data security and privacy regulations (GDPR, CCPA) and maintains ROPA documentation.
- Conducts property-level privacy awareness training and executes corporate privacy requirements on schedule.
Team Coordination & Technical Support
- Supervises IT support staff and provides technical guidance and mentorship to team members.
- Serves as liaison between technical and non-technical staff, facilitating communication between property teams and corporate IT.
- Identifies opportunities to improve team performance and coordination while training staff on new technologies and security protocols.
Project Implementation & Vendor Management
- Executes assigned technology projects and ensures deliverables meet specifications within established timelines and budgets.
- Manages vendor relationships and service agreements, monitoring project outcomes and identifying lessons learned.
- Proactively coordinates project activities and addresses challenges to ensure successful completion and delivery of results.
Documentation & Training Support
- Maintains up-to-date documentation for technology systems and procedures, creating user guides and training materials.
- Conducts training sessions on new technologies and security practices, assisting in developing technology literacy across hotel departments.
- Continuously improves documentation and training based on staff feedback to enhance usability and adoption.