Across The First Group Hotel and Restaurant divisions, the Director of IT - Hospitality is responsible for ensuring that all major applications, interfaces, and technology components operate smoothly.
Under the direction of the SVP of Technology, this role works independently and in close collaboration with vendors, subject matter experts, and stakeholders.
Managing a growing group of IT specialists, he or she provides strategic guidance and oversight for day-to-day operations, not being scared to jump in the trenches when needed.
Deliver consistent IT support services to the business to satisfy both internal customers and hotel guests. Identify and recommend new technology solutions to improve operational efficiencies throughout the Hotel and F&B portfolio.
Strong knowledge and practical experience of hospitality solutions and integrations. For example PMS (Opera, Protel etc), POS (Simphony, etc), CRS (Amadeus etc), Financials (SunSystems), Material Control (FMC), Telephone Systems
Coordinate with business partners and develop strategies to implement various technology solutions effectively
Liaise with department heads to gather requirements and determine deliverables according to business expectations
Administer effective delivery of all technology projects within an appropriate budget and timeframe, providing regular feedback to the relevant stakeholders
In collaboration with Senior Stakeholders and according to the business priorities and requirements, develop a practical roadmap and technology plan and ensure adherence
Evaluate and suggest new technologies and systems to improve operational efficiency, guest satisfaction and improved competitiveness
Maintain knowledge on emerging trends and initiate appropriate decisions for various technology
Administer maintenance, licensing and purchase of all information technology software systems
Analyse all business objectives and recommend solutions to all technology investments across the Hotel and F&B divisions
Establish, administer and maintain software and hardware installations that provide IT services to all departments across the portfolio
Manage Vendor / Partner relations for technology supplies and project implementations, as well as interfacing with the business stakeholders to completion
Ensure Vendor / Partners comply with SLAs in terms of timeframes, deliverables, compliance and performance metrics
Ensure that excellent customer service and communication is a hallmark of the IT department
Ensure effective use of resources to provide a 24 / 7 1st & 2nd level support service
Nurture and coach the IT team on technology best practices, process improvement, problem solving, skills development, and stakeholder engagement.
Desired Skill & Expertise
Technical Capability :
Strong technical skills with the ability to troubleshoot.
Experience with Server Storage
Experience with Ethernet networking, LAN / WAN network technologies, Wi-Fi, IP addressing, DHCP, DNS, VLAN and GRMS.
Experience with planning, architecting, implementing, and maintaining IT systems in a high-availability and multi-property environment
ITIL and ITSM practical experience and knowledge; prior experience in managing a helpdesk
Experience with virtualized computing environments including VMWare, FusionCube and HyperVisor
Experience managing backup Solutions and Disaster Recovery
Experience with Audio & Video systems, IPTV and in-room technologies
Hands on knowledge of Microsoft products and platforms, such as Office 365, Microsoft Windows server and desktop technology, Active Directory / Azure AD, SCCM, IIS, DNS and DHCP
Thorough understanding of IT security concepts and principles
Soft Skills :
Excellent customer service skills
Excellent listening, oral and written communication skills
Ability to communicate with, present to and manage the expectations of Senior Stakeholders (SVP, CXO) within the organisation
Detail oriented, self-motivated, and able to work independently
Excellent organizational, problem solving and time management skills
Must exhibit highest levels of confidentiality
Must be able to convey information and ideas clearly and to apply common sense understanding to carry out instructions furnished in written, oral or diagram form
Must be able to evaluate and select among alternative courses of action quickly and accurately and work well in stressful, high-pressure situations
Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity
Must be effective at listening to, understanding, and clarifying the issues raised by Associates, Supervisors, Department Heads, Senior Management, Guests and Vendors
Ability to respond to common inquiries or complaints from system users in a professional and friendly manner
Understands high-priority scenarios and acts accordingly
Strong administrative abilities and organizational skills
Ability to work under pressure, manage ambiguity, change and time constraints
Vendor management experience ability to drive business value from partners
A bachelor’s degree in computer science, or a related field