Cluster IT Manager

Position Purpose

As the Cluster IT Manager, you will oversee the IT operations of multiple hotels within the cluster. Your role is to ensure the highest standards of IT infrastructure, support, and security across all properties, while providing strategic technological support to the Cluster General Manager.

Duties & Key Responsibilities

IT Infrastructure & Support

· Manage the IT systems and infrastructure for all hotels in the cluster, ensuring compliance with company and statutory requirements.

· Maximize opportunities to reduce IT costs through effective purchasing and negotiating maintenance contracts.

· Ensure all systems are operational and secure, with regular reviews and updates to hardware and software.

· Maintain a robust system of IT controls to safeguard data, systems, and networks across the cluster.

· Ensure compliance with legal and regulatory requirements related to IT and data protection.

· Safeguard and update all IT contracts and service agreements affecting the operational status of the hotels within the cluster.

· Liaise with Internal and External IT Auditors to ensure effective audit programs and prompt corrective actions across all hotels.

· Ensure all IT incidents are logged and resolved in a timely manner, conducting interim self-audits as required for each property.

· Continuously develop best practices in IT management and support procedures across the cluster.

Management Reporting

· Develop high-quality IT management information and performance metrics that are timely and accurate for all hotels.

· Implement reporting that includes system performance benchmarks, key performance indicators, and balanced scorecards for the cluster.

· Ensure all above property IT reporting is timely, accurate, and internally consistent, with monthly reconciliations for each hotel.

Business Support

· Along with hotel based IT specialist, to provide IT and technological support to operation leaders and hotel teams across the cluster, including interpreting IT data.

· Identify and propose opportunities to optimize revenue and enhance guest satisfaction.

· Review IT management information for all hotels and propose value-added initiatives to the Cluster General Manager.

· Support business development initiatives, major technology decisions, and other commercial decision-making for the cluster.

Information Technology & Systems:

· Support the implementation and maintenance of IT systems in all hotels within the cluster.

· Ensure proper use and security of IT systems, with adequate backup procedures across the cluster.

· Maintain the integrity of data flowing into the IT systems and correct errors at the source for all properties.

· Develop the usage of IT systems to enhance management reporting and efficiency across the cluster.

· Ensure a business continuity plan is established and tested for all parts of the business.

· Implement and exploit telephony services to meet minimum defined standards.

Guest Services

· Ensure guests’ IT queries are managed to defined standards with minimal risks, improving guest satisfaction according to established criteria.

· Ensure brand standards are communicated and maintained for guest and business services in relation to IT offerings.

· Consistently promote the brand and encourage the use of the brand by IT suppliers.

Data Management

· Ensure ownership of all hotel data and ensure that data is backed up in a timely manner.

· Identify and ensure all hotel data has ownership and accountability within the organization.

· Ensure that hotel data is secured and in line with stated standards and best practices.

· Ensure access control is in line with stated standards and best practices.

Compliance & Evaluation

· Ensure regular self-evaluations of IT practices are completed and communicated.

· Manage local implementation projects and monitor local vendors and/or local representatives of global/area vendors.

· Adhere to the hotel’s security and emergency policies and procedures.