Job Description

JOB SUMMARY

Directs and manages the implementation, support, enhancement, and utilization of data and telecommunication systems utilizing internal, corporate, and vendor resources. Verifies that resources are utilized to the maximize profitability and customer satisfaction. Directs the activities and monitors the performance of the Information Technology. Partners with Corporate Information Technology and Property Senior Management to develop and implement policies and procedures that support the company's goals and objectives. Prepares and administers the departmental budget and forecasting. Provides guidance to the department in the following areas: demand management, solution definition, business analysis, project management and service provider management. Verifies that the appropriate security and disaster recovery policies and procedures are implemented, maintained and adhered to. Identifies solutions that may advance opportunities, address pain points or further the business strategy. Coordinates the implementation of business processes, data integrity audits and functional training to support use of business systems. Provides high level project and vendor oversight. Serves as liaison between departments and selected vendors as needed. Provides high level client relationship support to both departmental and property sales teams for all client events. Assists in the evaluation, selection, and implementation process for software, hardware, and/or consultants for specific projects when applicable.

CANDIDATE PROFILE

Education and Experience
• 2-year degree from an accredited university in Information Technology, Computer Science, or related major; 10 years' experience in Information Technology, Computer Science or related professional area.

OR
• 4-year bachelor's degree from an accredited university in Information Technology, Computer Science, or related major; certified trainer; 5 years' experience in Information Technology, Computer Science, or related professional area.

CORE WORK ACTIVITIES

Managing Technology
• Directs and manages the implementation, support, enhancement, and utilization of data and telecommunication systems utilizing internal, corporate, and vendor resources.
• Verifies that resources are utilized to maximize profitability and customer satisfaction.
• Directs the activities and monitors the performance of the Information Technology staff in support of computer operations, operating systems, database administration, desktop/help desk support, telecommunications, data networks, and system security. This includes cross training staff to provide consistent support.
• Partners with Corporate Information Technology and Property Senior Management to develop and implement policies and procedures that support the company's goals and objectives.
• Prepares and administers the departmental budget and forecasting.
• Provides guidance to the department in the following areas: demand management, solution definition, business analysis, project management and service provider management.
• Verifies that the appropriate security and disaster recovery policies and procedures are implemented, maintained and adhered to.
• Identifies solutions that may advance opportunities, address pain points or further the business strategy.
• Coordinates the implementation of business processes, data integrity audits and functional training to support use of business systems.
• Provides high level project and vendor oversight.
• Serves as liaison between departments and selected vendors as needed.
• Provides high level client relationship support to both departmental and property sales teams for all client events.
• Assists in evaluation, selection, and implementation process for software, hardware, and/or consultants for specific projects when applicable.

Forecasting and Complying with Financial Parameters
• Analyzes, communicates and implements property strategy to drive technology revenue and contribute to property's overall business success.
• Manages technology profit and loss.
• Monitors and controls all technology-impacted revenues and expenses generated by the property including, but not limited to: telecommunications, HSIA, business center technologies and A/V.
• Verifies that property management has realistically budgeted CAPEX and department operating budgets based on anticipated IT projects and property support/needs requirements.
• Advises and verifies that property management has adequately addressed technology needs in short- and long-term planning. Reviews vendor proposals and selects appropriate vendor for technologies/hardware.

Promoting and Providing Exceptional Customer Service
• Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
• Reviews guest feedback with leadership team and verifies appropriate corrective action is taken.
• Coordinates and communicates event details both verbally and in writing to the customer and property operations.
• Responds to and handles guest problems and complaints. Uses personal judgment and expertise to enhance the customer experience.
• Stays available to solve problems and/or suggest alternatives to previous arrangements.
• Works to improve customer service by integrating obtained feedback and personal judgment into action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Facilitates the development of creative solutions to overcome obstacles and verifies implementation to continually improve guest satisfaction results.

Managing and Conducting Human Resources Activities
• Interviews, selects and trains employees.
• Appraises employee's productivity and efficiency for the purpose of recommending promotions or other changes in status.
• Provides for the safety and security of the employees or the property.
• Monitors employee attendance and records absences/tardiness. Helps direct supervisors to achieve their own development goals.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

About the Team

Why have less when you can have MORE - all under one roof? Rooted in our expertise and leadership in meetings and experiences, Gaylord Hotels intentionally deliver environments, services and programming that bring people together in an extraordinary way. The heart of our brand are STARs, who are creative, entrepreneurial and dedicated to providing thoughtful, big-hearted service to guests. At Gaylord, we provide STARs with opportunities well beyond that of a traditional hotel-offering you endless career opportunities, the extras, and MORE. In joining Gaylord, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.