Marriott International, Inc Hiring for IT Specialist Job at Dubai Full Time

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

JOB SUMMARY

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. Refer major problems to vendors/technicians. Analyze, recommend, and implement process improvements. Provide end-user support for all applications. Plan and manage disk space for entire network. Maintain accurate inventory of all technological devices.

SCOPE / BUSINESS CONTEXT

• A Full Time position based at JW Marriott Marquis Dubai however support to Marriott Harbour is required too
• Number of Direct Reports – 0 to 4
• Titles of Direct Reports – Asst. IT Manager or IT Manager or Director of IT

CANDIDATE PROFILE

Experience:

• Previous experience in IT Services or systems support role in hotels or above properties is desirable
• Past hospitality operations/systems experience and or systems support exposure.

Skills and Knowledge:

• Tertiary education in management information systems, Hotel and or Business Administration advantageous.
• Strong written and verbal communications skills; can effectively communicate knowledge and expertise
• Demonstrated skills in support of applications, hardware, operating systems, and telecommunications.
• Ability to multi-task effectively while setting priorities and meeting deadlines.
• Demonstrated matrix management environment (vendors/clients/peers).
• Ability to travel occasionally.
• Demonstrated skills in trouble-shooting and resolving problems around PCs, operating systems, servers, peripherals, etc.

Education or Certification:

• System-related professional certifications desired like Microsoft, Cisco, Computer networks etc.
• Computer or IT Diploma/Degree

SPECIFIC DUTIES

The following are specific responsibilities and contributions critical to the successful performance of the position:

• Maintains a positive relation with Property Operations team. Frequently reports status of system operating performance. Leads upcoming technology projects and communicates their potential impact to operations. Collaborates with, and supports associates using systems. Responds to problems and enhancement requests in a timely manner. Keeps associates informed about progress and status of issues.
• Keeps Director of IT informed of major accomplishments through monthly and ad hoc communications. Raises concerns, project needs, and solicits escalation support and advice in order to accomplish objectives. Provides feedback during Pilot efforts.
• Responds to queries from Marriott Corporate on a timely basis. Contacts Corporate Support following the established communicated procedures frequently issued by Regional iT.
• Positively interacts with vendors and consultants to obtain quality services, support and pricing for technology projects and operating concerns.
• Communicates with peers on a regular basis. Shares information across the peer group that may enable operational improvements.
• Through effective decision making, ensures success with each project or system issue by leading the selection/specification process, project management, arranging and overseeing installation, hands on involvement, as well, directing support and troubleshooting at the property.

BEHAVIORAL SKILLS

Communication:

• Communicates effectively using various methods. Chooses the appropriate vehicle and tone most appropriate for the message to be delivered. Conducts and participates in meetings, verbally guiding and informing others. Uses active, empathetic listening as a tool to understand and support each interaction, internal and external to the company. Prepares and delivers internal presentations effectively employing appropriate content that has a business focus.

Team Orientation:

• Is readily accessible to the team. Collaborates and consults with the work team (Property/Field/Area/Regional/Corporate) when responding to systems requests in order to arrive at a workable solution in line with MI IR principles and direction. Creates a cooperative working environment for success. Defines individual and shared responsibilities. Maintains or enhances self-esteem in all communication with team members. Addresses conflicts within the group quickly. Recognizes contributions of property and IR technical support and team members.

Interpersonal Relations:

• Builds an effective work team. Demonstrates ability to foster positive business relationships in various environments with people of varying personalities and diverse backgrounds in order to resolve issues, using negotiation and mediation, creating a win-win situation. Essential components are empathy, active listening and influencing others. Perceiving the needs of others, developing long-term relationships that enhance understanding, respect and communication, and effectively dealing with conflict are important components of this competency.

Results/Goal Orientation:

• Maintains a high activity level. Achieves milestones, to acceptable standards, rendering decisions and taking appropriate action to complete tasks on time. Demonstrates willingness to take personal responsibility for actions and the delivery of results, remaining effective, regardless of uncertainty or ambiguity.

Leadership:

• Demonstrates confidence when leading projects. Understands the goals and expectations of the property executives. Is able to communicate own role in achieving the work team/departmental goal. Supports peers. Embraces entrepreneurial spirit in work through recognizing and capitalizing on opportunities. Makes time to share expertise. Sets examples for achievement of high standards.

Impact:

• Commits to the success of the business as reflected in the level of performance and achievement, setting high personal goals and demonstrating high achievement motivation.

Change Management:

• Gains agreement, acceptance of an idea, plan or activity. Initiates communication and action about purpose and benefits of change. Accepts change openly, taking ownership to ensure success of change. Helps others deal with change. Identifies opportunities for change, with Area Team guidance.

Problem Solving:

• Identifies, analyzes, organizes and solves issues creatively, effectively and quickly.

Knowledge:

• Understands IR technology standards, platforms and direction. Maintains a working understanding of technology trends, particularly in the hospitality/lodging industry as well is aware of systems development methods and tools that are available.

Installation of Integration:

• Leads installation plans and processes.

Operations:

• Monitors computer and network operations at the property performing onsite and offsite backup/recovery functions and maintaining disaster recovery plans.

Policy and Procedures:

• Has read and understood applicable MI Corporate Policies and IR Standard Operating Procedures (SOPs) and other related material.

Management Project:

• Plans and manages technology projects; performs an assessment of needs ensuring compliance and Marriott standards, budget, capital requirements and authorization. Determines priorities, schedules, plans and necessary resources to ensure completion of projects on schedule, on budget and according to planned specification and objectives.

Standards:

• Is in compliance with MI system standards. Participates in the annual CAPEX planning process. Produces an annual operating budget for the Systems Department. Arranges system maintenance contracts.

Revenue and Costs:

• Grows property revenue by providing technology services. Reduces IT costs through seeking out potential property based opportunities as well investigating in-country leveraging.

Ongoing Configuration Maintenance:

• Performs maintenance that eliminates security risks, sets appropriate local area network system access that provides dissemination of duties. Communicates to the appropriate department manager or executive committee member when system configuration and/or maintenance have not been performed by the responsible department (e.g., Outlet Managers maintaining the POS System/Front Office updating rate codes, etc.).

IT Policy:

• Adheres to, communicates and enforces IR policies and standards protecting company hardware, software and other resources at the hotel.

Asset Management:

• Maintains an inventory of equipment and software, etc.

Technical:

• Responsible for managing technology/asset life-cycle. Ensures that necessary equipment (PCs, servers, telecom-related etc.) is ordered and available
• Accountable for disaster recovery and business continuity as it relates to technology.
• Foresees, identifies and resolves system(s)’ performance problems
• Ensures technology assets are secure and well-maintained in accordance with Marriott International policies and standards.
• Responsible for maintaining HSIA system as per GPNS. Identified improvements and correction plans, gained stakeholders approval, implemented the plans and achieved a year to date HSIA GSS score of over > X points increase YOY as per goal given in LPP.
• Review MAARK1 reports on a weekly basis and proactively measures compliance for his property. Involves Tier2 and MAARK1 administrators persistently to report and resolve errors. Maintains a log of errors reported and is able to provide accurate feedback. Security vulnerabilities on servers are attended to within 2 days of identification. Security patches on servers are applied within 1 day of release and is supported by a log entry.
• Retina scans on all servers are performed every quarter and reports logged. No devices get reported in MAARK1 for non-compliance. YTD Dashboard Score – > 95% or as per LPP.
• 100% Completion of Backup Logs and Checklists (Daily, Weekly, Monthly, Quarterly, yearly) – 100 % Completion of all checklist. Proactively suggests improvements on the checklists and implements with Manager’s permission. Checklists up-to-date and signature is obtained from manager on time.
• Processes all system access request forms within 4 Business days. Logs all system access requests form received with the Date stamp. Auditable log is maintained to prove that the form is processed within 4 business days. Informs the user / approving manager as with in the same time frame.
• Perform PCI and Data security audit and support the remediation based on findings and Corporate instructions (PTA and PCI). PCIPTA/IPPA is conducted to required timescales, with all remediation items identified. Remediation actions are completed to required timescales. The Asst IT Manager proactively seeks ways to improve PCI processes and contributes towards PCI compliance efforts of other departments. He becomes a PCI champion for his property and is seen as a leader for the PCI efforts for his area and maintains an ongoing state of compliance through education, process and self-audits within his property.
• Regional Technology Audit compliance minimum 100%
• Compliance with ISRA Audit requirement for IT part.

Data Communications:

• Installs, monitors, and maintains telecommunications equipment including cabling and providing technical guidance as needed.
• Performs adds/moves/changes/deletions.
• Supports end-use pager cellular phone issues.
• Troubleshoots high-speed Internet access problems
• Escalates problems as appropriate through Area Systems Manager, GFS, and IR Shared

Services:

• Desktop Support
• Images desktops, installs new software applications, applies patches, maps drives to correct server/network.
• Moves/adds/changes PCs/peripherals; migrating data when necessary.
• Performs routine desktop backup as scheduled or directed.
• Provides end-user support to hotel staff, business center.
• Assists with setup or reset of security passwords
• Supports email and use of MI network
• Server/Network
• Creates and maintains secure server environment. Performs server backups and routine preventative maintenance.
• Executes a disaster recovery plan.

OTHER

Safety and Security:

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Notify Loss Prevention/Security of any guest reports of theft.

Policies and Procedures:

• Follow company, hotel and department policies and procedures.
• Follows Marriott International Hotels Limited Regional Office policies and procedures
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors and Management.
• Working hours as required to do your job but normally not less than 48 hours per week.

Guest Relations:

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, JW Symphony of Service) to resolve issues, delight, and build trust.
• Assist other employees to ensure proper coverage and prompt guest service.
• Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests’ service needs in a professional, positive, and timely manner.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible.
• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Communication:

• 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.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Talk with and listen to other employees to effectively exchange information.

Working with Others:

• Support all co-workers and treat them with dignity and respect.
• 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.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement:

• Comply with quality assurance expectations and standards, e.g. GuestVoice and JW Marriott Brand Standard Audit.

Physical Tasks:

• Enter and locate work-related information using computers and/or point of sale systems.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Read and visually verify information in a variety of formats (e.g., small print).
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.