Job Description

JOB SUMMARY

Reporting directly to the Director of IT, the successful incumbent will be responsible to provide adequate and effective leadership within the department, working closely with hotel management for the efficient maintenance, enhancement and management of all hotel based IT systems in accordance with Marriott International Policies and Procedures within a pressurized environment.

Install, configure, manage, maintain, test, evaluate, and repair computer networks, workstations, support server system(s), supporting hardware/software, user accounts, and computer/telephone rooms. Train/instruct users in proper use and security of all systems. Troubleshoot/repair/resolve technical problems/issues related to computer hardware/software/LAN and WAN/internet. Respond to program error messages. Provide network communications support and technical guidance. Refer major problems to vendors/technicians. Analyze, recommend, and implement process improvements. Consult with others to assess/analyze/resolve computing needs and system requirements. Inspect, test, and diagnose computer equipment/systems. Plan and coordinate information technology-related equipment installations, moves, additions, changes, and system enhancements. Plan, coordinate, and implement network security measures. Provide end-user support for all applications. Plan and manage disk space for entire network. Maintain accurate inventory of all technological devices. Enter commands and activate controls on computers and equipment. Ensure backup tapes are locked in a fireproof safe.

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager. Maintain confidentiality of proprietary information; protect company assets. Address guests’ service needs; assist other employees. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Serve as role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop and maintain positive working relationships with others; support team to reach common goals. Ensure adherence to quality expectations/standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings

CANDIDATE PROFILE

Education and Experience

• IT tertiary qualification (degree or diploma)
• At least 4 years in the IT field and a minimum of 1-year experience within a hospitality environment
• Experienced in supporting hotel IT infrastructure (preferred)
• Professional Disposition and Team Player
• People orientated and results driven
• Professional communication and email etiquette,
• Strong and effective planning and organizing skills to ensure operational efficiencies
• Ability to work within a pressurized environment
• Ability to use Initiative and be proactive and self-driven
• Strong and effective planning and organizing skills to ensure operational efficiencies
• Ability to work without supervision and within a team
• Attention to detail pertaining to area of responsibility
• Maintain a neat, clean and well-groomed appearance as per company standards
• Driver’s License with own transport (preferred)
• Full Microsoft and Microsoft Server literacy
• Administrative skills on Opera PMS
• Must have working knowledge of NEC PABX for 1st line support
• HP switches, VLANS, TCP/IP and Routing
• Thorough understanding of Wireless networking using Ruckus
• Simphony POS knowledge and administrative skills
• MCSE (preferred) / MCTIP (Or equivalent)
• CCNA or Min 3 years switching experience
• ITIL Fundamentals(advantageous))
• Oracle Knowledge
• SQL Queries (advantageous)
• N+ or A+

Responsibilities

• Ensure that the highest standards of services in the IT departments are maintained and developed at all times.
• Effectively co-ordinate and organize the day to day operations of the IT Department Deliver customer service in accordance with the agreed SLA’s
• Monitor suppliers in accordance with the agreed SLA’s
• Provide support and guidance to all departments to ensure efficiency throughout the hotel
• Assist in the control of IT related operational expenditure, and budget management
• Ensure that the day to day tasks are actioned and delegated accordingly
• Responsible for all aspects of the Hotel network, including hardware, software and outsourced support.
• Ensure that all Marriott information security and audit standards are adhered to.
• Assists in disaster recovery and business continuity as it relates to technology.
• 2nd level problem solving, research solutions for underlying problems
• System documentation in accordance with Change Management Policies
• Capacity and Availability Planning and reporting
• PCI DSS & POPI Compliancy implementation, monitoring and reporting

CRITICAL WORK ACTIVITIES

Safety and Security

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
• Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer,
• pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS).
• Maintain awareness of undesirable persons on property premises.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies,natural disasters).Use proper equipment, wear appropriate personal protective clothing (PPE), and
• employ correct lifting procedures, as necessary, to avoid injury.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Follow company and department policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.

Communication

• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
• Provide assistance to coworkers, ensuring they understand their tasks. Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Speak to guests and co-workers using clear, appropriate and professional language.

Assists Management

• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.

Working with Others

• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Support all co-workers and treat them with dignity and respect.

Quality Assurance/Quality Improvement

• Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity,quality, safety, and/or cost-savings. Comply with quality assurance expectations and standards.
• Monitor the performance of others to ensure adherence to quality expectations and standards.

Physical Tasks

• Move up and down stairs and/or service ramps. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance. Stand, sit, or walk for an extended period of time or for an entire work shift.
• Enter and locate work-related information using computers and/or point of sale systems.

Problem Solving

• Troubleshoot and repair technical problems or issues related to computer hardware and peripheral equipment.
• Troubleshoot and resolve technical problems or issues related to computer software and systems.
• Troubleshoot and resolve technical problems or issues related to internet access.
• Respond to program error messages by finding and correcting problems or terminating the program.
• Provide technical guidance and recommendations to resolve business problems.
• Refer major hardware/software problems or defective products to vendors or technicians for service.
• Communicate with other IS personnel to resolve non-routine problems with hardware, software, or guest room internet access. Analyze, recommend, and implement process improvements.

User Needs

• Consult with users, management, vendors, and technicians to assess computing needs and system requirements.
• Analyze user needs, document requirements, and translate them into technical systems requirement specifications and applications.

Computer Hardware and Software

• Enter commands and activate controls on computer and peripheral equipment (e.g., printers) to integrate and operate equipment. Inspect, test, and diagnose computer equipment and systems.
• Document and organize information related to software installations, hardware maintenance, backups, and local policies and procedures.
• Maintain inventory of all technology devices (e.g., Blackberry, routers, switches, encoders).
• Plan and coordinate information technology-related equipment installations, moves, additions, changes, and system enhancements to improve reliability and performance.

Network Administration

• Plan, coordinate, and implement network security measures to protect data, software, and hardware.
• Provide end-user support for all LAN and WAN based applications. Support, monitor, test, and troubleshoot hardware and software problems pertaining to LAN and WAN, including batch monitoring, tape backup, and restoration.
• Ensure that the temperature in the computer and telephone rooms remains below 68 degrees Fahrenheit.
• Perform LAN and WAN security procedures, including implementing login requests.
• Maintain and configure servers (e.g., MICROS, RS6000, OPERA, Delphi), including collaborating with other personnel to determine server content. Install, configure, and manage computer networks, support server system(s), and supporting software.
• Maintain computer networks, support server system(s), and supporting software.
• Determine specific network hardware or software requirements, such as platforms, interfaces, bandwidths, upgrades, protocol changes/implementation, and user network communication requirements.
• Review, plan, and evaluate network systems, including providing tactical and strategic input on overall network planning and making recommendations for resources required to maintain and/or expand service levels.
• Provide network communications support and assist with the implementation of office systems.
• Maintain and upgrade hardware and software, including peripherals (e.g., printers, scanners) and website technical architecture related to hardware and telecommunication connectivity. Plan and manage disk space for entire network.
• Perform testing and analysis of network facilities, including power, links, software, communications devices, lines, modems, and terminals.

Programming

• Install and modify applications programs.
• Troubleshoot, modify, support, and maintain applications programs.

Personal Computer Support

• Install and configure workstations, including set up of cables, desktop computers, laptops, docking stations, and printers.
• Modify workstations, including set up of cables, desktop computers, laptops, docking stations, and printers.
• Manage user accounts, including set up, removal, and resetting passwords in order to ensure confidentiality and proper use. Restore files from backups upon user request.
• Provide end-user support for desktop computers, including answering technical questions and simulating or recreating user problems.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. Install and test new software on multiple systems before making software available to users.
• Maintain accurate inventory of desktop and laptop computers and related peripherals (e.g. printers, scanners, etc). Install system software and operating systems for users. Update operating systems and service packs on workstations as needed. Train or instruct users in the proper use of hardware or software.
• Troubleshoot and perform minor repairs to hardware, software, or peripheral equipment, following design orinstallation specifications.
• Develop training materials and procedures related to the proper use of hardware and software.

Physical Security

• Educate users regarding procedures for ensuring physical security of technological devices (e.g., personal computers, handheld devices including cell phone, Blackberry). Ensure all backup tapes are locked in a fireproof safe in a secure location.
• Educate users regarding procedures for securing Personal Identifiable Information (PII).
• Ensure computer and telephone rooms are kept locked at all times and access is restricted using interrogated key system.
• Ensure that computer and telephone rooms are free of food, drink, and trash.
• Maintain compliance with policies regarding limiting the storage of excess materials in the computer and telephone rooms.

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.