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 properties and managed offices in
scope.
- Manage a team of iT resources.
- Provide support to Operations leaders for Owner relations and
negotiations on iT matters.
- Once handed over from the Direct Manager, accountable for new opening/acquisition construction oversight.
- Accountable for new opening/acquisition countdown and live operation.
- Execute Property Internet Support
- Work with Direct Manager on vendor management and product development for the assigned market.
- Accountable for day to day Hotel and Company Office iT operations.
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 keeping Direct Manager informed of iT technology environment, issues, initiatives and opportunities.
Engages with, and primary escalation point, for Property Executive Committee.
Escalation and discipline lead for Cluster iT team.
Maintain operations direction and tie effectively to the iT long range plan.
People
Accountable for the direct reports
Accountable for talent development
Accountable for assigned properties vendor relationships/contracting/service levels.
Product
Responsible for the research of technology products in-the assigned property.
Accountable for technology pilots that occur in assigned property.
Process
Accountable for the management of iT budget of the assigned property(ies)
Engages with, and primary escalation point for Property GM, DOF and other Department Heads.
Stakeholders
iT Cluster team
Area 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 iT long range plan.
Operationally satisfactory IT operating health/targets of assigned Hotels and Company offices i.e. manning, planning, CAPEX, budgets, P&L, support and escalation, business processing etc.
Design and deliver executive level presentations, communications and status updates.
Perform own decision making where practical and escalate/engage/inform Direct Manager 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.
Demonstrate leadership through proactive presentations and communications to business partners.
Be effective in employing the best associates available by using appropriate Marriott interviewing tools and addressing bottom performers.
Ensure there is a written and active talent development plan for team member.
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 vacation planning is effective for all direct reports.
Ensure the accomplishment of iT Induction for new Property Leadership team members, 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 are familiar with IT standards.
Work with Direct Manager on certifying new products as required.
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.
Prepare and submit budgets from an iT perspective to the Direct Manager.
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 the Direct Manager in person at least twice a month and provide effective updates on iT activities and plans.
Meet with business point of contact of each property (usually GM and DOF) or office in person at least once every two months 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
Be the lead iT Vendor relationship owner for properties in scope.
Manage hiring responsibilities according to Company procedures.
Ensure effective induction program for new Associates or those in new or different roles.
Maintain a trained and active backup in the department for cover Cluster leaders function during vacation and sick leave.
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.
Notify Direct Manager to put resources in place to ensure owners have sufficient vendor choices in each market/city.
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 in cluster.
Manage Cluster iT Agreements for assigned properties.
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. Diligently manage expenses using tracking and forecasting tools. Engage with the accounting team closely.
Ensure resources are assigned to iT escalation processes and that tracking processes are effective and meet the SLA’s.
Monitor effective flow of issue management amongst Continent Support Desk, vendors and Cluster organizations.
Implement at least 80% of Cluster best practices and suggest enhancements to benefit the wider iT community.
Wholly implement Cluster iT Policy and Procedure as received by Regional iT.
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 RequiredSkills
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 :
- Server and Active Directory Architecture and Security implementation.
- Windows Server Operating System and Active Directory.
- Desktop Operating Systems and Desktop Management (GPO).
- Outlook email
- Approved mobile devices.
- Current field technology architecture and future strategy.
- A&C principles and related iT design standards.
- Hotel and Regional/Area operations.
- iT organization and resources available.
- LAN Networks.
- iT Vendor contracts including Property Internet.
- Operational and technical experience with Hospitality Management Systems both back of the house and guest facing.
- The different brands/management groups our Company manages and the different relationship of a Franchise Hotel.
- Understanding of all of the Company’s technical standards and MIPs.
Basic knowledge of:
- Accounting rules and financial reporting.
- Windows Scripting.
- Excel, Database and web reporting tools.
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 DesiredHotel 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.