Director of IT at Marriott International

JOB SUMMARY 

• The Director of IT contributes advanced skills, expert knowledge and problem resolution in technology and general hospitality business knowledge to support business and technology objectives. 
• The Director of IT is responsible for assisting hotel management with technology implementation, support, compliance and preventative maintenance. The role holder has line management of Property Systems and provides work direction and leadership as required. Provides support as part of a defined support plan and establishes/participates in appropriate coverage for emergency support of systems 24 hours a day, 7 days a week.
• This role is responsible for ensuring hotel-based technology is installed and operated to Marriott’s required standards and to always maintain security compliance. The Director of IT interfaces with the Marriott service desks in both the region and globally, hotel associates, hotel executive teams and service providers, along with various above property and Global Technology resources.

SCOPE

• Number of Properties: 1
• Interacts with various levels within the organization and key vendors.
• Number of FTE Associates: 1-3
• Control or Influence of Budget (Y or N): Yes
• Role is based on property

BUSINESS CONTEXT/RESPONSIBILITY

• Hotel technology compliance with appropriate Marriott International Policy and Information Security Manual. Makes recommendations on practices and processes in line with deployed SOPs (Standard Operating Procedures)
• Has direct reports (PSM)
• Assigns tasks to PSMs as necessary ensuring on-property presence in alignment with operational needs.
• Responsible for hiring, training, development, performance management of direct reports and team
• Accountable for coverage models and scheduling of team to ensure adequate technology support.
• Project management (including resource assignments)
• Maintains Inventory of applications and hardware
• Hotel Liaison for information technology vendors providing support and services.
• Provides escalation support for out of SLA (Service Level Agreements) issues for 3rd party vendors.
• Ensures problems are correctly reported, routed, tracked, and resolved; ensuring the business client remains informed through the process.
• Assists property in resolving complex support issues that may involve multiple vendors and systems as part of our defined support process.
• Reinforces communication to property management relating to IT policies / projects / issues and plans.
• Provides status reports to property management teams as requested.
• Assist in managing technology/asset life cycle for each property.
• Assists in the management and implementation of property systems upgrades. 
• Manages Active Directory environment for each property.
• Provides end user support to hotel associates as defined by support processes.
• Accountable for coverage models and scheduling of team to ensure adequate cover is provided.
• Moves/adds/changes for PCs/peripherals, migrating/restoring data when necessary.
• Creates and maintains a secure and clean computer room.
• Applies security and operating systems patches as directed by corporate and divisional technical leads.
• Helps create and assists in execution of IT related disaster recovery plans.
• Works with EMEA IT Infrastructure team to ensure effective operation is maintained at properties.
• Assist with providing data analysis and recommendations for annual process for ensuring costs effectiveness associated with Software licenses and subscriptions, such as Microsoft 365 
• Manages backups and technology disaster recovery planning and execution.
• Ensures the information technology needs of Marriott International are met in a manner that is consistent with MI systems and technology standards.
• Ensures compliance with all Marriott International Policies (MIP) and Information Security Manual (IT-SEC) requirements.
• Works with Continent Information Security Partners, Field Support Service team and IT Infrastructure team to ensure IT security compliancy is achieved and maintained in all hotels within area.
• Ensures that all properties within area complete annual or periodically required IT or Data audits, including internal and externally commissioned.
• Maintain availability of current documentation for cabling, network systems, and applications
• Ensures that property management have realistically budgeted and prioritized department operating budgets based on anticipated information technology projects and property support/needs requirements.
• Possesses in-depth understanding of the financial dynamics of property operations and applies knowledge/judgment to assist management in achieving technology-related goals.
• Reviewing operating statements; researches and resolves discrepancies in technology charges.
• Advises and ensures the property has adequately addressed technology needs in short- and long-term planning.

CANDIDATE PROFILE

Experience       

• 5-10 years IT management experience gained in the hospitality industry.
• Excellent problem-solving skills. 
• Hotel operations experience and demonstrated hospitality management skills.
• Experienced in network hardware, desktop, peripherals, protocols, communications, operating systems, and the Company internal applications (MARSHA, Opera, Sales & Catering etc.)
• Project management (desirable)
• Information Technology Infrastructure Library, ITIL (desirable)

Personal Attributes and Competencies

• Relationship builder; networker
• Acts as a role model.
• Collaborative; team player
• Demonstrated Leadership skills.
• Engages in fixing the problem.
• Analytical; makes decisions using data. 
• Subject matter expert offers solutions to identified issues.
• Demonstrated skills in support of applications, hardware, operating systems, and telecommunications.
• Demonstrated skills in troubleshooting and resolving problems around PCs, operating systems, servers, peripherals, etc.

Education or Certification

• Bachelor's degree required or equivalent work experience. 

Technical Skills/Computer:

• Appropriate knowledge of Marriott’s EMEA continent standard applications and supporting infrastructure.
• Understanding and working knowledge of Marriott’s IT policies and processes.
• Good understanding and skills of Marriott International’s standard office automation applications
• Microsoft Windows Server
• Microsoft Active Directory
• Microsoft Windows 10 / 11
• Virtualisation Technologies (Inc. VMWare and VDI)
• Edge Managed Network Switching
• Working knowledge of WAN/LAN & VPN technologies including MPLS
• Working knowledge Microsoft Terminal Services
• Internet Security Technologies
• Voice IP telephony including Hosted.
• Marriott International desktop & server (physical and virtual) build process.

Technical Skills/Other:

• Knowledge of Marriott datacenter environments
• Marriott Security Compliancy & PCI-DSS requirements
• Oracle Opera Property Management Systems/Sales & Catering
• Oracle Simphony Point of Sale
• Shiji InfraSys Point of Sale
• Golf, Leisure, Spa and other Marriott Operational Systems
• Marriott Global Property Network Standards (GPNS)
• Marriott Guest Room Entertainment Standards (GRE)
• Marriott Digital and Contactless Experience Solutions including Mobile Key, Mobile Check-in, Mobile Dining, Empower GXP
• Marriott approved Backup Solutions
• EFT Credit Card Systems
• Trouble shooting & resolution skills for PCs, operating systems, servers, peripherals, etc.
• Excellent written and verbal communication skills, with ability to communicate technical solutions to non-technical managers.
• PCI-DSS / PII security compliance