Digital Operations Manager

Job Title:

Digital Operations Manager

About the Role

This position is responsible for overseeing the day-to-day operations of the Information Systems department, ensuring maximum efficiency and productivity. The successful candidate will be able to manage multiple tasks simultaneously, prioritize duties effectively, and maintain a high level of professionalism in all interactions.

Key Responsibilities

• Administration: Manage the department in a professional, efficient manner, focusing on planning, organizing, directing, and controlling policies and procedures.
• Department Operations Manual: Assist with the development and maintenance of a detailed Department Operations Manual, reflecting policies, work processes, and standards of performance.
• IS Systems: Ensure the availability of necessary stationery or consumables, complete and up-to-date licenses, and software updates as instructed by the Area Director of Information Systems.
• Communication Meetings: Conduct regular Departmental Communication Meetings to keep employees informed and engaged.

Customer Service

• Courteous Service: Provide a high level of professional, courteous, and caring service to internal customers and visitors to the division.
• Employee Service: Ensure that all Information Systems employees provide a courteous and professional service at all times.
• Enquiries: Handle guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found.
• Positive Interactions: Maintain positive guest and colleague interactions with good working relationships.

Financial Management

• Productivity: Maximise employee productivity through multi-skilling, multi-tasking, and flexible scheduling to meet financial goals and expectations.
• Directives: Direct employees to ensure productivity meets standards given in accordance with Hyatt Design Standards and Criteria and the Hyatt International Finance Operations Manual.
• Business Plan: Assist with the preparation of the annual Finance Business Plan, ensuring Divisional Objectives fully address business objectives and employee needs.
• Finance Budget: Assist with the preparation and regular update of the Finance Departmental Budget, in close cooperation with the Director of Finance, ensuring targets are met and costs are controlled.
• Utility Costs: Focus on improving productivity levels and prudently managing utility/payroll costs within acceptable guidelines.
• New Technology: Embrace new technology and equipment to improve productivity while taking work out of the system.

Operational Support

• Tech Assistance: Provide technical assistance and advice to hotel management to minimize overhead expenses and maximize productivity.
• System Hardware: Assist authorized users with the operation of the hotel's IS system hardware, various modules, and supporting personal computers.
• System Repair: Coordinate timely repair and return to service any faulty systems or items of equipment.
• Data Backup: Establish and implement procedures to ensure backup of data in any IS system.
• Data Rebuild: Rebuild data corrupted by either hardware or software faults.
• Software Faults: Coordinate the timely handling of any software fault reports or enhancement requests.
• Emergency Procedures: Set up emergency procedures to continue the operation of the hotel in the event of system failure.
• Security Measures: Establish necessary security measures to prevent unauthorized access to the IS systems.
• Audit Support: Provide technical assistance to internal and external audit employees.
• Databases: Work with Sales and Marketing Department and Operational Departments to set up and maintain clean relevant databases for management purposes.

Personnel Management

• Recruitment: Assist with the recruitment and selection of all IS employees, following hotel guidelines and using a competency-based approach.
• Punctuality and Appearance: Ensure the punctuality and appearance of all IS employees, maintaining a high standard of personal appearance and hygiene.
• Training and Development: Maximize the effectiveness of employees by developing their skills and abilities through training, coaching, and mentoring.
• Performance Development: Conduct annual Performance Development Discussions with employees and support them in their professional development goals.
• Training Programs: Plan and implement effective training programs for employees in coordination with the Training Manager and Departmental Trainers.
• Employee Recognition: Encourage employees to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.
• The People Philosophy: Support the implementation of The People Philosophy, demonstrating and reinforcing Hyatt's Values and Culture Characteristics.
• Employee Rules: Ensure that all employees have a complete understanding of and adhere to employee rules and regulations.
• Hotel Regulations: Ensure that employees follow all hotel, company, and local rules, policies, and regulations relating to fire and hazard safety and security.
• Employee Survey: Feedback the results of the Employee Opinion Survey and ensure that the relevant changes are implemented.

Additional Responsibilities

• Training Sessions: Attend and contribute to all training sessions and meetings as required.
• Statutory Legislation: Be knowledgeable in statutory legislation in employee and industrial relations.
• Responsible Management: Exercise responsible management and behavior at all times, positively representing the hotel management team and Hyatt International.
• Relationships: Maintain strong, professional relationships with relevant representatives from competitor hotels, business partners, and other organizations.
• Hotel Handbook: Read the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations, particularly those relating to computer resources, fire, hygiene, health, and safety.
• Personal Presentation: Ensure high standards of personal presentation and grooming.
• Industry Changes: Respond to changes in the Information Systems function as dictated by the industry, company, and hotel.
• Additional Duties: Carry out any other reasonable duties and responsibilities assigned.

Core Skills

• Quality Work: Produce high-quality work in a consistent and reliable manner, in support of Hyatt's standards and processes.
• Achieves Results: Identify priorities, solve problems, produce desired results, and be accountable for commitments.
• Teamwork and Collaboration: Build relationships within and across functions, balance individual and team goals, respect others, and value different perspectives.
• Effective Communication: Listen actively and identify appropriate messages and delivery methods to effectively influence others.
• Initiative and Resourcefulness: Initiate action, make decisions, adapt, drive change, use resources efficiently, and solve problems quickly, creatively, and practically.
• Focusing on Customers: Identify needs, shape actions, and add value to relationships based on a central focus of customer satisfaction.

Leadership Expectations

• Hyatt's Values: Demonstrate behaviors consistent with Hyatt's Core Values.
• Passion for Service: Create a positive impact by passionately serving others.
• Translating Mission to Action: Define a plan to achieve Hyatt's mission and successfully act on it.
• Inspiring Others: Bring others along to achieve common goals.
• Encouraging Change: Demonstrate a vested interest in building Hyatt's brand and acting as an owner to advance Hyatt's success.
• Promoting Learning: Demonstrate a thirst for knowledge and provide expertise to others to enhance their skills and abilities.

Minimum Requirements

• Education: Degree or Vocational Certificate in Computer Science or IT or related field.
• Experience: 4 years related experience or with computer setup and troubleshooting.
• Technical Knowledge: Working knowledge of networks and operating systems and databases.
• Skills: Strong analytical and problem-solving skills.
• Legislation: Knowledge in PCI DSS (Payment Card Industry Data Security Standards).
• Communication: Great communication skills.
• Team Player: A team player, proactive, responsible, hardworking, and able to work under pressure.

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