Manager, Field Technology Services Hotel Operations - South East Asia

From smartphone capabilities like Digital Key to connected smart rooms that allow for integrated entertainment, Hilton’s Global Technology team is responsible for creating the hospitality experience of the future – for our guests, owners, and Team Members. Through innovative technology development and deployment, this team ensures Hilton has the technology needed to support our continued global growth while remaining at the forefront of hospitality technology innovation.

The Manager, Field Technology Services Hotel Operations - South East Asia (SEA) is responsible for the support of all technology-related matters in all trading hotels in the SEA region to ensure the delivery of our company’s strategic priority of maximizing performance and enhanced customer experience. SEA is an important region with current key operating assets and is also a key strategic growth market for Hilton. This role is critical in driving alignment between our corporate technology strategy and the regional and local business requirements.

HOW YOU WILL MAKE AN IMPACT

Your role is important, and below are some of the fundamental job duties that make your work unique.

What your day-to-day will be like

• Provide guidance, standards, and oversight to our owners and operators in the region in making those local technology decisions
• Ensure that property technologies are regionally relevant from a product and service perspective while staying true to Hilton Technology standards
• Apply project management skills to manage central and regional projects for technology solutions that will support the growth and competitive advantage of the organization
• Support to complete capital and operational budget planning / review/ control for all managed hotels
• Ensure corporate IT standards and best practices are communicated and implemented
• Determine priorities for Field Technology and the process for the assignment of work
• Manage the cross-functional links between supporting departments
• Meet PCI related audit and technology internal audit compliance

How you will collaborate with others

• Develop strong collaborative partnerships with the regional and area offices, functional leaders, hotel operations team, hotel owners, brands, and the regional vendors
• Monitor and drive SLAs of core business partners and suppliers (e.g. global helpdesk and third-party vendors)
• Coordinate the schedule of various technologies vendors in accordance with the overall project timeline
• Ensure regular contact and communications with key stakeholders
• Provide guidance and Field IT Operations support to hotel IT Managers

What projects or deliverables you will take ownership of

• Identify tools, systems and processes necessary for operational efficiencies
• Establish and enforce policies and procedures that will improve the overall performance and effectiveness of the function
• Provide on-site IT audits at hotel level when required
• Prepare and submit monthly operation status report to key stakeholders
• Support the cybersecurity assessment process as required for new solutions

WHY YOU’LL BE A GREAT FIT

You have these minimum qualifications

• 8+ years of professional work experience in technology or a related field
• 5+ years of experience leading a team or individuals
• Strong vendor management experience and owner relationship management
• Strong business level communication skills in English to support regional business needs
• Excellent organizational and project management skills
• Excellent verbal, written, and presentation skills
• Strong risk analysis skills
• Creative and innovative problem-solving skills, viewing in both business and financial terms
• Take initiative when required
• Work effectively with third parties to deliver objectives
• Manage budgets and reporting to agreed timescales
• Work with accuracy at an acceptable speed
• Work methodically in ways others can understand
• Take responsibility for own work
• Use logical assumptions and factual information to make decisions
• Learn from past experience and continually seek to improve
• Ability to set, implement and maintain minimum standards
• Present ideas / facts clearly – using appropriate interpersonal style
• Consider feelings and needs of others in actions and decisions
• Seeking ways to improve activities that produce a benefit to the customer (external or internal)
• Adapt willingly to change and modify approach or style to achieve goals
• Develop constructive relationships both internal and external to Hilton
• Maintain effectiveness in situations of disappointment and show a suitable level of tenacity
• Ability to prioritize efforts effectively and flexibly adapt to changing business requirements in a fast-paced, constantly changing environment
• Ability to influence internal and external service providers to meet or exceed Hilton’s project objectives
• Travel up to / around 25%

It would be useful if you have

• 12+ years of professional work experience in technology or a related field
• Degree or certification in program / project management
• Experience in hospitality-based business, with a mix of experience from operational and technology roles
• Strong knowledge of hotel operations and hospitality technology platforms
• Global experience advantageous
• Proficiency in other SEA languages would be beneficial