The Company

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts.  The Group now operates 34 hotels and seven residences in 24 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental is a member of the Jardine Matheson group.

Hotel Introduction

Mandarin Oriental Hotel New York is the Flagship Property operated by the Mandarin Oriental Hotel Management USA.

Organizational Structure

The IT Manager will report to the Director of IT and will directly supervise the daily activities of the IT Engineers

Scope of Position

The IT Manager will lead a team, under the direction of the Director of IT, responsible for supporting the technology activities of the entire hotel. Diverse applications such as VOIP systems, automation and lighting, database and property management servers are in use. The IT Manager will assist in designing, planning, budgeting as well as managing the implementation of new technology solutions.

Duties and Supporting Responsibilities

General IT Management

• Assist IT department head to develop IT department operations plans, policies and procedures and manage to have it implemented
• Assist IT department head to develop CAPEX and OPEX budget
• Assist IT department head to manage IT contracts and vendors
• Manage IT preventive maintenance program
• Manage IT task list and supporting documents, and ensure it is completed as required
• Train hotel staff to improve their competency in technology and allow them to understand and maximize the use of existing IT resources

IT Support Management

• Manage daily technical support to guest and hotel colleagues
• Manage daily system maintenance work to provide a robust and stable IT system
• Manage and maintain IT infrastructure services, monitor the activities of support personnel as they relate to the management and maintenance of high performance, highly availability IT infrastructure
• Manage and maintain telecommunication technologies used in the hotel
• Implement MOHG standard and maintain IT infrastructure and applications in a good status
• Manage support for all hotel applications
• Plan and implement support for meetings and conventions in the hotel

Cybersecurity and Compliance Management

• Manage IT documentation in preparation for audit purpose
• Manage information security tasks to mitigate risks from technology items
• Assist IT department head to manage internal and external audit and compliance program and ensure hotel is compliant with internal and external requirements
• Enforce MOHG standard security controls and maintain a secured IT environment
• Manage technologies vulnerability scan and rectification process
• Manage end of life technology plan and ensure all EOL technologies are upgraded/replaced before the expiration date
• Manage end point protection tools and ensure all agents are installed and security controls are enforced
• Assist IT department head to manage incident response program and ensure all security incident are handled properly
• Provide information security training to new joined colleagues and support with HR to ensure all colleague understand Information Security Policy

Project Management

• Manage the projects assigned by IT department head or participate project as key resource to manage project tasks
• Develop and manage project plan to ensure project is completed on time, on budget and on standard
• Manage project stakeholders and ensure project scope is well defined to meet business requirements
• Manage project resources, which include human resources, hardware, or software resources, funds, and physical equipment to be available to support a successful project
• Attend project meetings and ensure project status is communicated to all project stakeholders

IT Team Management

• Manage daily IT resource assignment
• Provide training to hotel IT Supervisor and Specialist to improve their technical and management skills
• Assist IT department head for recruitment, induction, rostering of IT colleagues
• Coaching and development of IT Supervisor and Specialist
• Performance review of IT Supervisor and Specialist

Requirements

Mandatory

• Two years internal IT Supervisor experience or three years IT Supervisor position within hospitality
• Candidate must be a technology generalist who can understand various technology designs and implementing technical solutions across a broad range of technologies
• Experience with managing most of below technologies:
  • Microsoft Active Directory, Windows Server, virtualized server platform and Office 365 platform
  • Wired network infrastructure, which including firewall, router, switch, and WAN connections
  • Wireless network infrastructure, which include controller and access point, heat maps
  • Cybersecurity system, which include end point protection, IPS/IDS, SIEM, vulnerability scan and penetration test
  • IPTV, digital signage, and background music system
  • Security controls, compliance, BCP planning, incident response and risk
  • Hotel operation applications

• Experience with project management
• Experience with managing IT department budget and P&L
• Experience with providing direct guest services to satisfy their needs
• Ability to have effective verbal and written communications in English and local language
• Ability to pay attention to the details

• Ability to work independently with little supervision but also work well with teams
• Ability to prioritize, perform multiple duties and track projects
• Ability to manage time properly and complete project or task as required
• Ability to manage hotel IT team, which include daily work assignment, training, roster management

• Ability to work out of normal business hours when necessary

Desirable

• Strong knowledge of the technology used in hospitality industry is preferred
• Strong problem solving and analytic skills
• Ability to prioritize, perform multiple duties and track projects
• Ability to meet deadlines and work well under pressure
• Ability to adapt to changes in the work environment, manage competing demands, and can deal with frequent change, delays, or unexpected events
• Demonstrates accuracy and thoroughness and monitors own work to ensure quality

Each of the items listed is considered an essential function of the position.  However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position.  The Company reserves the right to alter the duties and responsibilities of the position. 

Pay- $85,000 to $90,000 per year/ salary.