Technology Innovation & Data Specialist

About the role

Assist the management team in the efficient operation and maintenance of all computer systems, data and voice communications activities at property. Assist in the planning, organizing, and overseeing of activities of the Technology Innovation and Data Department. Responsible for providing a high level of operational availability and stability for both standard network and hotel industry specific technology. Responsible for PCI Compliance. Handle guest interactions, resolve customer complaints, and accommodate management requests.

This position has direct contact with employees and guests, which requires effective communication skills and strong interpersonal skills. Provide system support services, including service outage diagnosis, troubleshooting and restoration of service, virus protection management. Maintain and promote Four Seasons core technology standards as outlined in the Four Seasons TID Core Standards. Assist in the co-ordination of new acquisitions and major projects as required. Participate in property-level, corporate-initiated technology implementations.

Product Functions

• Ensure critical systems, specifically Front Office Property Management System, Call Accounting, HSIA, PABX and Food & Beverage Point of Sales computer systems are available twenty-four (24) hours per day.
• Establish and maintain user procedures and hardware familiarization for all systems.
• Provide Systems Administration, including maintaining user/group accounts, user configuration, trouble-shooting access problems and completion of on-site documentation.
• Aid in Server infrastructure management, performance monitoring, Operating System upgrades and troubleshooting.
• Maintain and promote Four Seasons core technology standards as outlined in the Four Seasons TID Core Standards.
• Assist in the co-ordination of new acquisitions and major projects as required.
• Participate in property-level, corporate-initiated technology implementations.
• Good knowledge and support for Desktop OS and applications including patches.
• Provide direct guest support and quality support to function rooms and conference services.
• Administer connection to global VPN and other communication tools.
• Aid in the process of systems backup and recovery procedures.
• Aid in management of third party vendors.
• Provide 24 / 7 support for mission critical systems.
• Perform any additional duties as assigned by the Director of Technology Innovation and Data.

People Functions

• Maintain harmonious and professional relationship with all departments and Home Office.
• Comply with and enforce Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
• Must have strong interpersonal skills and be able to relate to all levels of staff.
• Must be able to assist hotel guests with technical requirements and issues.
• Must be able to provide high levels of service and support to admin users as per contracted Service Level Agreement.

Key Behavioral Competencies

• Highest level of integrity and transparency.
• Good interpersonal and relationship-building skills and a team player with high energy levels to work with cross-functional teams.
• Pro-active and inquisitive mind set to develop problem solving, decision making, conflict resolution and strategic thinking skills.
• Good written and verbal communication skills.
• Work in a safe, prudent and organized manner.

Technical Skills And Knowledge

• Technical background, MCSE or strong networking skills.
• Prior education and/or experience supporting complex networks.
• Four Seasons TID core standards and key controls.
• Knowledge of basic accounting principles.

What You Bring

• College Degree in Information Systems and 1+ years management experience in IT, preferably in a hotel setting.
• Demonstrates superior knowledge of information technology and all hotel operating systems.
• Fluency in English is required for this location and this job requires applicants to have current work authorization in the in the United States.

Schedule & Hours

This is a full-time position. A successful candidate will have a flexible schedule, and the ability to work morning, afternoon and evening shifts, weekends, and holidays.