Your day to day • Lead and manage the P&T Stay experience team, taking full
responsibility for building a world-class end-to-end digital guest digital stay
experience. Utilize digital products and technologies to optimize the entire
process from check-in to check-out, leverage digital technologies to optimize
hotel operating costs, and enhance the guest experience. • Lead the design,
development, and implementation of the following products, oversee real-world
testing at hotels, and assist in the drafting of hotel operations manuals -
Self-service check-in kiosks - Self-service check-out and self-service invoice
solutions - Hotel stay experience portal mini-program • Oversee the development,
upgrades, and global deployment of core hotel experience products, including
smart TVs, hotel Wi-Fi, and smart guest control systems. • Collaborate closely
with other P&T teams—including the hotel product team, pre-opening team,
and hotel IT operations and maintenance team—throughout all product lifecycles
and phases to ensure the long-term, stable operation of solutions. • Work
closely with hotel operations teams to ensure product details align with hotel
requirements and assist in drafting hotel operational guidelines to ensure
the successful implementation of solutions in relevant hotel scenarios. • Work
closely with AI engineers and suppliers to actively implement AI-driven
replacements, optimizations, and upgrades across various solutions. • Drive
continuous improvements on the use of Technology across our hotels to maximize
Hotel Operations Excellence. • Ensure service level agreements are maintained
for IT systems problems within the hotels. • Develop and manage consistent
and concise vendor relation and service level management model. Maximize P&T’s
ability to effectively respond to Hotel systems, IT Security and compliance
issues regarding compliance, IT Security controls and other Hotel systems
related issues. • Responsible for new services to be transitioned to
the Technology vendor and providing program level management for projects
associated with the delivery of service. • Works with internal audit, risk
management and other parts of Global Operations to remediate audit findings
and drive information security awareness.
Essential Duties and Responsibilities • Partner with Hotel Operations Support
team to fully integrate the hotel ready process in Global Technology. • Provide
recommendation and feedback on continuous improvement in program, system
and tools to Operations and Hotels. • Manage external vendors and a team
of subject matter experts for standard hotel business applications and guest
facing technology solutions. o Provide business and technology consulting
to assist customer areas in improving processes, applying value-added
technology, identifying high value opportunities to enhance revenues or reduce
costs through process improvements. o Embed operational process with our core
hotel applications and ensure supplier training delivered to our hotels
is aligned with our operational standards and procedures. o Overall responsible
to ensure supplier training and implementation resources are certified
to deliver and support IHG hotel projects. o Act as lead interface between hotel
system vendors, IHG business units and hotels. o Act as a hotel application
support escalation for IHG. Manage and prioritize hotel application enhancement
and bug fixes. • Drive consistency in adoption in processes, tools
and mythologies within Greater China and across other regions. • Direct
and oversee the implementation of knowledge based systems in order to ensure
appropriate resources are available to respond to hotel systems
inquiries/issues. o New networks, systems, solutions and services are introduced
which meet our business requirements and meet the utility/warranty needs of our
customers. o All changes to our technology infrastructure are planned,
integrated, tested and are compliant with industry standards, regulations
and legal requirements (e.g. PCI-DSS, Data Protection, Sarbanes Oxley, etc). o
The effective local design and planning of technology global technology
standards, including networks, firewall and intrusion protection, communication
services, application certification, active directory domain and policies
and desktop & server architecture. o Appropriate compliance testing
and assessment activities are completed and that the region operates
an appropriate security framework for IT systems and services. o Our Business
Continuity Plans cover all data centre, core network, offices, and hotels
and are tested regularly for effectiveness. o The process of developing
and releasing security & functionality patches and updates into the region’s
technology environment is performed and consistently improved. o Close
collaboration with Global Audit functions to ensure appropriate on-going
IT controls and processes are in-place.
What we need from you •
Bachelor's or Master's Degree in a relevant field of work or an equivalent
combination of education and work related experience. • 12+ years progressive
work related experience in information technology with demonstrated proficiency
in technologies, processes management related to position; 10 years or more
managing significant complex projects. Strong understanding of hotel operation;
7 years and above in leadership role to manage a team • Strong guest facing
product design capability • Understanding and demonstrated ability
in integration of the IHG hotel core business applications with hotel operation
requirement such as: PMS, S&C,. • Understanding of core hotel operational
processes, including Front Office, Reservations, Sales, F&B and Guest Facing
Technology is a strong plus • Good experience in delivering training. •
Demonstrated ability to prioritize a project portfolio based on the needs
and resources of the business. • Demonstrated ability to identify, manage
conflict, cross dependencies across projects and business areas. • History
of successfully interpreting customer objectives & translating to service
delivery requirements. • Demonstrated proficiency in promoting ideas
persuasively, building consensus and negotiating mutually beneficial solutions.
• Demonstrated understanding of information systems, business processes key
drivers and measures of success for assigned business area, including the short
and long-term direction of the technology. • Demonstrated effective verbal
and written communication skills. • AI knowledge and experience is a strong
plus
At IHG Hotels &
Resorts, we work together to deliver True Hospitality for Good on a global
scale. With corporate offices and over 6,000 hotel destinations worldwide,
a career at IHG is the perfect way to broaden your horizons. You’ll experience
our unique culture and brilliant colleagues who will support and inspire
you. With a host of corporate opportunities to choose from, wherever you are
on your career journey, and whatever you want to achieve there’s Room for You
at IHG.
Over recent years, we’ve transformed our
company. We have bold ambitions to drive performance and maintain our relentless
focus on growth in order to be the hotel company of choice that guests & owners
love.
We are a hospitality business at our core
and value connections and being together helps us foster a unique sense
of belonging that also supports productivity. That’s why here at IHG, we give
our colleagues flexibility and balance – working in a hybrid way, blending
office and remote working collectively. We recognise that every role
is different, that’s why leaders work with teams to determine how and when
they collaborate.
We provide a wide range
of benefits designed to help you live your best work life. These include
impressive room discounts across our many properties, recharge days
and volunteering days throughout the year. Through our myWellbeing framework,
we are committed to supporting wellbeing in your health, lifestyle,
and workplace. We offer a unique and inclusive culture, where there is always
Room for You to belong, grow and make a difference.
Our mission is to welcome everyone and create inclusive teams where
we celebrate difference and encourage colleagues to bring their whole selves
to work. IHG Hotels & Resorts provides equal employment opportunities
to applicants and employees without regards to race, color, religion, sex,
sexual orientation, gender identity, national origin, protected veteran status,
disability, or any other category protected by applicable laws. We promote
a culture of trust, support, and acceptance. Always welcoming different
backgrounds, experiences, and perspectives.
