Information Technology Manager

Position Overview

The Information Technology Manager is responsible for leading and overseeing all IT operations within the hotel to ensure seamless functionality, high operational availability, and stability of both standard network systems and industry-specific technologies. This role is pivotal in driving the hotel’s and corporate systems strategies, ensuring alignment with the Capella brand’s vision and values. The ideal candidate will provide inspirational leadership, foster a culture of excellence, and deliver exceptional guest and colleague experiences through innovative IT solutions and robust system management.

Key Responsibilities

• Strategic Leadership and Vision: Provide clear direction and leadership to the IT team, ensuring the delivery of Capella’s brand values and vision. Create an environment where team members are motivated to exceed guest and colleague expectations through high-class, professional IT service delivery.
• IT Operations Management: Oversee the daily operations of the IT department, ensuring compliance with service standards, departmental policies, and operating procedures. Act as a role model in demonstrating the Capella Culture and Service Philosophy, inspiring team members to uphold these principles.
• Guest and System Excellence: Ensure flawless, upscale, and professional IT service experiences for guests and colleagues. Maintain critical systems, including the Property Management System (e.g., OPERA), Accounting System, MICROS Point-of-Sales, and others, to guarantee 24/7 availability and functionality.
• Stakeholder Collaboration: Build and maintain strong relationships with external service providers to forecast technology requirements, recommend upgrades, and enhance system effectiveness. Serve as a liaison between the Corporate Director of IT and the property, communicating needs and keeping departments informed of system advancements.
• System Security and Data Protection: Establish and enforce system security procedures in line with corporate policies. Develop and maintain robust backup procedures to safeguard against data loss, ensuring compliance with corporate and local guidelines. Conduct regular training sessions to educate colleagues on data and IT security protocols, minimizing cybersecurity risks.
• Application Development and Approval: Develop new applications as requested by department heads, following approval from the Director of Finance, General Manager/Hotel Manager, and consultation with the Corporate Office. Ensure all developments align with operational and strategic goals.
• Team Development and Mentorship: Foster a positive working environment by regularly checking in with team members to assess satisfaction and maintain strong working relationships. Provide performance feedback, recognition, and mentorship to support individual growth and high engagement. Empower team members to take ownership, exceed guest expectations, and deliver accountability through regular feedback.
• Interdepartmental Collaboration: Maintain strong working relationships with other departments to facilitate effective communication and resolve operational issues. Promote inter-departmental collaboration and support, serving as a role model for teamwork and shared success.
• Issue Resolution and Continuous Improvement: Handle guest complaints and system glitches promptly, documenting feedback and ensuring timely resolution to meet guest satisfaction. Monitor team performance, identify areas for improvement, and provide constructive feedback to drive continuous enhancement. Report any facility or service-related issues to maintain a defect-free environment.
• Training and Communication: Coordinate with the Training Manager to conduct periodic training sessions, keeping team members and colleagues updated on IT security and system advancements. Maintain an up-to-date knowledge of daily hotel services, activities, promotions, and events, communicating any changes to ensure guests receive accurate and timely information.

Qualifications and Skills

The ideal candidate will possess a bachelor’s degree in Information Technology, Computer Science, or a related field, along with a minimum of 5-7 years of progressive IT management experience in the hospitality or service industry. Strong leadership, communication, and problem-solving skills are essential, as is a deep understanding of IT infrastructure, cybersecurity, and system integration. Proficiency in Property Management Systems (e.g., OPERA), Accounting Systems, and MICROS Point-of-Sales is highly desirable. The ability to inspire and mentor teams, drive operational excellence, and align IT strategies with business goals is critical for success in this role.