IT Officer

Industry:
Hotels
Department:
IT and Computers
Job Role:
IT Manager
Level:
Staff- Line level
Location:
Asia
Area:
Others
Salary Description:
Competitive
Posted:
28-Mar-20
Recruiter:
Raffles Hotels and Resorts
Job Ref:
VBB00853


IT OFFICER

Job Purpose
The position is responsible for system maintenance and improvement of the quality of guestroom experience through support provided to the guests and internal teams.

Key Interactions
Internally

• Rooms Team

• Engineering Team

• F&B Team

• Talent & Culture Team

• Finance Team

• Sales & Marketing Team

Externally

• IT Suppliers

• AV Suppliers

• In house and non in house guests & event organizers

• External Auditors

• Room maintenance companies

Primary Responsibilities
MAINTAIN THE SYSTEM INTEGRITY AND HIGH AVAILABILITY


• Performs all installations and testing of PC operating systems and associated applications within corporate/group standards.

• Provides a Helpdesk facility providing a user support function that covers all hotel/operation application products. In this function the position evaluates whether this can be supported internally or by outsourced support

• Preparation of documentations / manuals / policy & procedures of all systems based on the following:

• Systems Usage

• Computer Operations

• User Guides

• The management of end user IT Support to adhere to the following:

• Logging of support calls and respective corrective action

• Ensure prompt follow-up of support calls from end-users

• Coordinate & follow-up of support issues with suppliers

• End User Training

• Submission of daily checklists, monthly action plans, quarterly reports and progress reports.

• Along with the IT Team, maintains and supports the following key system applications:

• Property Management Systems (POS System, Purchasing/Inventory Control, Accounting Systems, HR Systems, Front Office System)

• Networking Infrastructure

• TV Cable System

• PABX Systems

• Email Systems

• Communications

• Any other IT System employed by the Operation

• Evaluate & Perform upgrades on software

• Email

• Office automation software (word processing, spreadsheet & presentation)

• Above mentioned application software

• Virus patterns, patches, utility software

• Contributes and maintains computer room/nerve centre facilities, equipment and cabling

• Checking the functional operation of each room, liaison with Engineering and Housekeeping to rectify issues

PROVIDE GUESTROOM EXPERIENCE THAT MEETS GUESTS' EXPECTATIONS


• Provide timely and effective support to internal and external guests

• Check on the room functionality of VIP and LCAH rooms

• Induct and train the Housekeeping, Royal Service, Concierge and Butler teams on basic troubleshooting of phones, media panel and internet.

• Lead guest service using a Heartist ® approach

INVOLVEMENT IN WIDER JOB FUNCTION ACTIONS/RELATIONSHIPS


• Ensure that safe working practices are followed including emergency procedures

• Ensure that daily, weekly and monthly IT checklists are performed and completed.

• Participate in departmental leadership activities as a member of the team

• Maintain levels of confidentiality and discretion for guests

• Develop own knowledge and skills as a contributing member of the IT team

• Ensure that training is conducted regularly for Housekeeping, Concierge, Butlers, Royal Service teams.

Main Complexity/Critical issues in the Job

• System maintenance

• High availability of the systems, less downtime

• Backup contingency measures

• Timeliness of support to internal and external guests

• Response to guest needs/guest complaints

• On Call 24 hours, will report to work if needed


Profile

Knowledge and Experience


• Graduate of any Computer related course

• Atleast 3-4 years experience in Hotel IT environment

• IT/Supervisory experience

Competencies


• Working knowledge on Simphony POS, Opera PMS and S&C

• CCNA Certified, Microsoft Professional certified (optional)
• Supervisory and leadership skills - collaborative, enabling, and entrepreneurial

• Interpersonal skills well developed with guests, employees, management

• Presentable, well groomed with leadership quality.

• Keeps abreast to new technologies through research or trainings

• Highly responsible & reliable

• Ability to work well under pressure and independently in a fast paced environment

• Ability to work cohesively as part of a team

• Ability to focus attention on guest needs, remaining calm and courteous at all times

• Excellent communication and organizational skills

• Able to solve problem/make decision within scope

• Attention to detail

• Able to work independently , reliable, s elf-dir ected

Contact Details:
Raffles Hotels and Resorts
Tel: .
Contact: HR Department

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