Manager, Hotel Information Systems
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Manager, Hotel Information Systems

Four Seasons - Toronto, Canada

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Manager, Hotel Information Systems

About the job

Four Seasons has an exciting opportunity in our Information Systems Technology department for a Manager, Hotel Information Systems. The Manager of Hotel Information Systems is an individual who possess deep knowledge in POS and related integrations.  Working with the various business stakeholders, this role focuses on standardization of the POS and related systems. Outputs produced will be deployment documentation for new implementations and system upgrades as well as evaluations of associated products and services.  Additionally, this position is responsible for managing vendor relationships including issue escalations, contract reviews and application functionality enhancements. This role is also highly involved as a subject matter expert for corporate initiatives to respective systems.

The individual:

  • Works closely with the Hotel Informations Systems team to develop standard deployment processes for the Point-of-Sale ecosystem
  • Works with Area Directors of Hotel Technology Services to determine regional requirements and potential pilot hotels for new installations and upgrades
  • Supports existing hotels with complex system issues
  • Creates standardized documentation for global deployments
  • Has a strong aptitude to explain complex IT deployment strategies to the business, consultants and vendors
  • Act as a Subject Matter Expert for corporate initiatives
  • Manages vendors to align product roadmaps with Four Seasons long-term strategies
  • Assists hotels with escalating critical issues to vendors
  • Documents and ensures new application standards are added into hotel systems standards for new openings and are used to train support teams

Professional qualifications/Certification: 

  • POS experience is required.
  • Project management acumen is an asset.

Education:

  • College or University degree

Experience:

  • Three to five years of experience with Hotel Systems and global deployments.

Position Outline:

Project Management / Systems Planning and Implementation

  • Collaborate with internal and external stakeholders to develop global deployment plans for major hotel system implementations, upgrades and migrations
  • Act as an SME on projects and clearly explain complex hotel systems project deployment strategies to consultants, vendors and hotel teams
  • Act as the lead for POS implementations for existing hotels and new openings
  • Work with the project team to ensure qualified vendor and hotel resources are engaged
  • Identify and implement software enhancements, tools and configuration to meet business needs and requirements
  • Lead the Hotel Information Systems team on planning for next generation and replacement systems
  • Provide direction on the current and future state of relevant systems

Vendor Management

  • Maintain vendor relationships by attending regular account and development calls to review escalated issues, contracts/pricing and align POS vendor roadmaps to Four Seasons strategies
  • Work with various software vendors to review, understand and improve functionality and integrations
  • Research and evaluate new POS and related technologies to maintain Four Seasons’ competiveness and improve guest experiences while increasing efficiencies for hotel operations

System Support & Escalations

  • Serve as the corporate point of contact for hotels to escalate urgent core hotel systems issues to vendor and internal support teams
  • Work with internal teams to identify possible solutions for high priority escalated issues
  • Provide direction to internal support teams on critical system issues
  • Document solutions and share with internal support teams

Stakeholder Relations

  • Develop and maintain relationships with business stakeholders (F&B Operations, Finance and Marketing)
  • Get business requirement consensus from stakeholders and alignment with IT priorities
  • Set expectations with hotel operation teams on project participation and impact
  • Provide direction  and continuous training to Hotel Information Systems team and other internal support teams

Technology Budgeting

  • Work with vendors to determine on-going POS and related components costs
  • Assist hotels with vendor quotations review
  • Provide understanding of project cost determinations, and any budget instructions

System Standards

  • Maintain and Update POS Related Hotel Systems Standards
  • Develop new POS and related standards with business stakeholders
  • Review functionality introduced in new software releases and incorporate them to existing system standards or develop new standards
  • Create standard deployment guides for hotel systems projects
  • Partner with the business to ensure new standards are communicated clearly to end users
  • Work with Infrastructure and Security team to develop and maintain secure POS setup and deployments

Key Competencies

COMMUNICATION

  • Effectively translates/explains technical requirements to business stakeholders
  • Modifies communication style and approach to meet the needs of the situation and audience
  • Delivers complex messages clearly and with sensitivity to others needs, cultures, background and knowledge
  • Presents in a professional, polished and succinct manner
  • Creates clear and concise written information using appropriate content, format and structure
  • Encourages regular formal and informal two way communication

DELIVERING RESULTS

  • Sets ambitious goals and tracks progress towards achieving them, takes the necessary action to ensure
  • successful delivery of results
  • Considers the return on investment prior to starting a new initiative or project
  • Tackles unforeseen problems and challenges with energy and persistence
  • Is prepared to go outside own area and work cross functionally to help resolve issues
  • Actively seeks knowledge and skills to improve performance and continuously reviews own progress against goals and objectives

FLEXIBILITY/ADAPTABILITY

  • Recognizes the need to adapt working style to meet the needs of a situation or individual and helps others develop the skills to do the same
  • Focuses on the positive aspects of change, ensures the team understand the rationale when changes need to be made
  • Readily adapts to new roles, tasks or processes and is willing to work outside own job boundaries as necessary
  • Readily accommodates unforeseen changes in day to day work to deal with a situation or to reach a goal and understands the need for flexibility in response to evolving circumstances
  • Able to effectively handle multiple conflicting priorities

INNOVATION AND CREATIVITY

  • Keeps up to date with service and product innovations; responds quickly to new opportunities
  • Actively encourages employees to share ideas for operational and service improvements
  • Role models guest-centricity in all aspects of own role and expects guest-centric behavior from all employees
  • Pilots new ideas to test guest impact and feasibility and shares ideas and learning with colleagues
  • Is open to new technologies and seeks to apply them to develop faster or less expensive ways of doing things

PLANNING AND ORGANIZING

  • Prioritizes tasks to be achieved and determines necessary resources to achieve short term activities for self and others
  • Generates action lists to break down tasks and activities, creating clarity for team members and setting expectations
  • Adjusts work-schedules to accommodate new or changing requirements within established deadlines
  • Manages own and others time efficiently, effectively communicates and delegates tasks
  • Distinguishes the important from the urgent to meet objectives
  • Recognizes when sticking to the plan is necessary and when it needs to be adapted to accommodate changing situations

 PROFESSIONALISM AND INTEGRITY

  • Does whatever it takes to fully understand and address the needs of internal and external customers, stakeholders and employees
  • Works flexibly and with others to achieve results and encourages others to do the same
  • Is passionate about creating learning and development opportunities for self and others
  • Continually seeks performance feedback from others and always responds positively to feedback received
  • Is approachable, open, honest and consistent; holds people to account for delivery of objectives and demonstration of appropriate behaviors

RELATIONSHIP MANAGEMENT

  • Identifies, builds and maintains a network of relationships with key influencers, colleagues and stakeholders to support the achievement of goals
  • Fosters trust between team members and encourages openness and honesty in all communications
  • Builds a diverse team with complementary skills and inspires the team around the importance of their role within the larger organization
  • Builds bridges to connect levels and roles to ensure effective delivery of goals and objectives

INFLUENCING:

  • Develops specific approaches to influencing and shaping the opinions of key stakeholders, develops a strategy for persuading others in advance
  • Takes into account the style and preferences of the other party, adapts own style appropriately and is able to use a range of different influencing styles and tactics to achieve required outcomes
  • Uses positive language, builds rapport to establish credibility and emphasizes benefits which will appeal to the

Key technology knowledge

  • Hotel applications (POS, Restaurant Reservations System, Membership Systems, Golf & Activity applications, etc)
  • Payment gateways
  • Experience in or knowledge of Hotel operations
  • Knowledge of specific hospitality industry applications landscape
  • Intermediate experience and knowledge of Microsoft Excel, Word, Visio and MS project

Key Relationships:

Internal Relationships

  • IST teams  - Corporate & Area Directors of Hotel Technology Services
  • F&B and Rooms Operations Teams
  • Finance
  • Hotel teams
  • Residential Operations

External Relationships

  • Consultants
  • Contractors
  • Vendors

All Internal Applicants must apply through Workday by November 21, 2018. All applicants must be legally eligible to work in Canada.

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.
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Manager, Hotel Information Systems

Old Toronto, Toronto, Canada

Full-time, Indefinite

Start Date:

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