Multi-Property IT Manager
| Overview of Position’s Responsibilities
|
In this leadership position, the Associate holds Accountability for the properties in scope.
Key focuses in this role are: - Lead and operate the iT discipline for Day to day iT management of properties and managed offices in scope. - Manage a team of iT resources. - First point of contact providing support to Operations leaders for Owner relations and negotiations on iT matters. - Manage the execution of Property Internet Support - Work with Direct Manager on vendor management and product development for the assigned properties/offices. - Day to day operations of the assigned Hotel and Company Offices.
General Achieve balanced scorecard and annual goals as set. Accountable for the overall IT operating health/targets of assigned Hotels and Company Owned and Managed Offices. Accountable for Operational alignment with business partners and other local cluster teams to provide executive management support for iT operations at the designated locations. Engages with, and primary escalation point, for Property Executive Committee Escalation and discipline lead for the assigned Properties iT team. Maintain operations direction and tie effectively to the iT long range plan.
People Accountable for all Assigned properties Associates in the assigned properties and offices. Accountable for talent development and Engagement Score targets in the assigned properties and offices.
Product Responsible for the research of technology products in-the assigned properties. Accountable for technology pilots that occur in assigned properties.
Process Accountable for the management of iT Assigned properties budget in the assigned properties and offices. Engages with, and primary escalation point for Property GM, DOF and other Department Heads. |
| Stakeholders |
Area Director iT Operations Regional Director iT Operations Continent iT Team Property Management primarily the GM and DOF and other Executive Committee team members Infrastructure vendors Local hardware, software and service vendors Business leader of the company managed offices |
| Measurements of Success
|
General Meet or exceed SP rating for assigned balanced scorecard and annual goals. Meet Network security compliance. Support operations directions and tie effectively to the iT long range plan. Operationally satisfactory IT operating health/targets of assigned Hotels and Company offices i.e. manning, CAPEX, budgets, P&L, support and escalation, business processing etc. Design and deliver executive level presentation, communications and status updates. Perform own decision making where practical and escalate/engage/inform Are Director iT where appropriate. Pass technology related Internal and PCI audits. Meet iT PCI related audit compliance. Meet iT Technology Internal Audit compliance. Manage iT costs and reduce where feasible. Resolve Property / Owner payment issues in partnership with Finance. Remediate appropriate findings from owner audits. Effectively executes process and procedures for PI management including guest engagement, installation support, regular maintenance and test and generate the PI related reports.
People Foster positive relationships with all stakeholders. Ensure Vendor relationships are highly collaborative and contracts/service levels are appropriate. Hold vendors accountable as they are representing iT in the eyes of our business partners. Accomplish Associate related initiatives. Meet Engagement Score targets. Demonstrate leadership through proactive presentations and communications to business partners. Be effective in employing the best managers available by using appropriate Marriott interviewing tools and addressing bottom performers. Ensure there is a written and active talent development plan for each team member in the assigned properties and company offices. Be seen as an effective individual contributor and team player. Be seen to demonstrate leadership competence through effective and considerable delegation. Determine staffing levels with local Operations support and submit to Direct Manager for approval. Ensure the accomplishment of iT Induction for new Property Leadership team members, business council or cluster operation leaders. Mentor 1 high potential Associate on an ongoing basis. Readily critique own behavior to acknowledge mistakes and improve future leadership performance. Act independently to improve and increase skills and knowledge.
Product Produce quantifiable business cases that demonstrate value and service to Operations. Based on operational requirements, ensures properties / owners have by leveraged existing standards. Ensure technology pilots are managed effectively.
Process Ensure the timely delivery of accurate iT operating status reporting and other Departmental communications utilizing Continent database where applicable. Meet operating budgets. Activate iT escalation on a timely and effective basis, follow up and close out. Document appropriate iT CAPEX preparation for properties according to the schedule. Ensure adequate training and communications are in place for audits at properties; take a lead role in any major finding remediation efforts. Meet Marriott’s Security Standards and PCI requirements in the properties. Ensure all communications are delivered to the field with clear expectation, timing stated if response required. |
| Specific Responsibilities
|
General Keep accurate status documentation (goals, scorecard, LPP tracking) Proactively seek to achieve balanced scorecard and goals by leveraging resources and ideas to achieve desired results. Pay appropriate attention to assigned Company Owned and Managed Offices to ensure iT operations are running smoothly. Meet with business point of contact of each property or office at least once every two months in person to seek feedback and provide effective updates on iT activities and plans. Produce follow-up report, action plans and information distribution. Assist with the activation of all potential properties within the Cluster by building business cases and engaging Owners and Business partners.
People Seek to improve Engagement Score results together with the Direct Manager through Continent/local initiatives, rap sessions and Engagement Score survey findings. Manage hiring responsibilities according to Company procedures. Ensure effective induction program for new Associates or those in new or different roles. Perform LPP’s on a timely basis and allocate sufficient time, research and effort to ensure the process effectively benefits the development of Associates. Ensure adequate communication, training and execution of all Talent development programs and related initiatives. Develop a personal management style that brings positive results from Associates. Build and maintain positive and effective relations with direct team members.
Product Keep informed about vendor activities. Where assigned, deliver pilot phase early review/completion/recommendation report and relevant documentation. Where assigned, document technology pilot scope and objectives with Business partners.
Process Maintain an IT related inventory for the assigned properties/offices. Ensure Cluster Associates are treated appropriately and in alignment with local operational practices. Ensure the execution and tracking of rollouts on a timely basis. Compile, seek approval, monitor and meet operating budgets. Ensure resources are assigned to iT escalation processes and that tracking processes are adequate. Monitor effective flow of issue management amongst Continent Support Desk, vendors and Cluster organizations. Meet with GMs and DOFs in the assigned properties and company offices at least once a quarter. Attend the bi-weekly iT Education Calls Ensure planning and accomplishment of technology disaster and contingency plan testing for each property and office. |
| Specific Skills & Experiences Required |
Skills Ability to travel locally within cluster properties on a frequent basis and internationally on occasion. Excellent oral/written communication and presentation skills, with emphasis on business oriented material.
Solid knowledge of :
Basic knowledge of: - Accounting rules and financial reporting. - Windows Scripting. - Excel, Database and web reporting tools. - Accounting rules and financial reporting.
Capable of managing multiple assignments simultaneously. Team player attributes and encourages teamwork. Demonstrated ability to lead multi-discipline teams, resources as well as complex business projects.
Experience Minimum 2 years project management experience. Minimum 3 years in an Associate Supervisory role. Minimum 2 years experience of working with people of diversified cultures and values in the Asia Pacific Continent. Proven negotiation skills.
Other 24 x 7 x 365 availability.
|
| Specific Skills & Experiences Desired |
Hotel or Hospitality Management education or Bachelor’s degree level or equivalent. Awareness of Global Hospitality Technology trends. Experience in assignments at international locations. Back of the house and guest facing operational and technical experience with hospitality management systems.
|
| Pre-requisites: |
Prior experience in operating or opening one of our Company Managed Hotels, alternatively prior experience in operating or opening one of our competitor Hotels (hire additional 4 weeks earlier and spend that time at one of our Operating Hotels). Competent written and spoken English skills. Proven leadership skills. Past Project Management and Organization skills.
|
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.