Position Title:	IT System Manager	Date Created:	September, 2024
Functional Job Family:	Information Systems & Technology
Primary Job Family:
Career Band:	Blu
Reports to:		Department:	Information Technology

JOB SUMMARY

Leads and operates Information Technology (IT) discipline for The Westin Excelsior Rome and The St. Regis Rome. The IT System Manager contributes advanced knowledge and skill in technology and general hospitality business knowledge to support business and technology (IT) objectives. The IT System Manager is responsible for assisting hotel management with technology implementation, and maintenance and provides support as part of our defined support plan and establishes/participates in appropriate coverage for support of systems 24 hours a day, 7 days a week. The IT System Manager is responsible for ensuring hotel-based technology is installed to Marriott required standards and to maintain security compliance. The MPSM interfaces with vendors, Marriott Service Desk, and hotel Associates.

BUSINESS CONTEXT

• Hotel technology compliance with appropriate Marriott International Policy and Information Security Manual. Makes recommendations on practices and processes in line with deployed SOPs.
• Maintains Inventory of applications and hardware
• Hotel Liaison for information technology vendors providing support and services.
• Provides escalation support for out of SLA issues for 3rd party vendors.
• 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.
• Installs new devices using Marriott deployment tools and imaging software.
• Moves/adds/changes for PCs/peripherals, migrating/restoring data when necessary.
• Creates and maintains a secure and clean computer room.
• Deployment and maintenance of servers both physical and virtual.
• 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.

CANDIDATE PROFILE

Education and Experience

1-3 years IT management experience gained in the hospitality industry.

Good 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.)

Personal Attributes and Competencies

Relationship builder; networker

Collaborative; team player

Engages in fixing the problem.

Analytical; makes decisions using data.

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 Expertise (Learning and Applying Personal Expertise)

The following are specific responsibilities and contributions critical to the successful performance of the position:

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.

Technical Skills/Other:

• Opera Property Management Systems
• Simphony and InfraSys Point of Sale
• Opera/Sales & Catering
• In Depth knowledge of IT operating standards
• In Depth knowledge of VMWare
• 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.
• Systems Support

CORE WORK ACTIVITIES

General

• Maintains status documentation (goals, scorecard, LPA tracking, etc.) to verify accuracy.
• Strives to achieve balanced scorecard and goals by leveraging resources and concepts to achieve desired results.
• Monitors assigned company owned and managed offices to verify IT operations are running effectively.
• Meets with direct manager to provide updates on IT activities and business plans.
• Regularly meets with business point of contact of each property (General Manager, Director of Finance, etc.)to seek feedback and provide effective updates on IT activities and plans.
• Produces follow-up report, action plans and information distribution.

People

• Owns IT vendor relationship for properties in scope.
• Participates in the Talent Acquisition process according to company procedures.
• Verifies induction program for new associates or associates transferring to new role is effective.
• Trains associate(s) to provide backup coverage in the department to cover cluster leader’s function during vacation and sick leave.
• Performs LPA’s on a timely basis and allocates sufficient time, research, and effort to verify the process effectively benefits the development of associates.
• Verifies effective communication, training, and execution of all talent development programs and related initiatives.
• Develops a personal management style that is intended to bring positive results from Associates.
• Builds and maintains positive and effective relations with direct team members.

MANAGEMENT COMPETENCIES

Leadership

• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
• Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of employee decision making and action.
• Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges.
• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building a Successful Team - Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization.
• Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively acts and goes beyond what is required.

Building Relationships

• Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
• Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed.

Generating Talent and Organizational Capability

• Developing Others - Supports the development of other’s skills and capabilities so that they can fulfill current or future job/role responsibilities more effectively.
• Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.