Photo of Hilton - Regional Headquarters - Europe, Watford, United Kingdom

Associate Field Services Technology - Covering Midlands, Bedfordshire and Cambridge

Hilton - Regional Headquarters - Europe

Maple Court, Central Park, Reeds Crescent
Watford, WD24 4QQ
United Kingdom

Regional Office
Managed By Hilton
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Full-Time

Description

The Associate Field Services Technology will provide IT leadership under the direction of the Senior Cluster IT Manager -  Region (North)

Ownership of all hotel technology that can be exposed to cyber threats, including back of house, guest facing, security, AV, Engineering and other IT systems.

You will ensure the hotels compliance with Corporate IT Standards, including the effective delivery and communication of IT System procedures and policies.

Responsible for creating/following project plans to ensure implementation and upgrades of all IT systems and local/central projects are completed on-time and within budget and scope.

Provide the hotel with business solutions using Technology  including installing, diagnosing, repairing, maintaining, and upgrading all hardware/software to ensure optimal performance within our technical and brand standards.

Engagement with IT service providers as required to support hotel management with incidents and problems, and to monitor that agreed service levels are met consistently.

Oversee the selection and approval of 3rd party solutions that may be offered directly to hotel management. Analyze and validate that such solutions meet approved Hilton Technology requirements for security, and that they do not contravene Hilton Data Protection rules, nor conflict with any centrally or regionally managed initiatives.

Troubleshoot IT problem areas in a timely and accurate fashion, providing regular updates to management and undertake end-user training as required.

Support the local leadership team in delivering optimal IT Support, Security and optimization Services, which assist hotels performance on behalf of Hilton and the owner.

Mobility: You will be responsible for a number of Hilton branded hotels within the Midlands, Bedfordshire and Cambridge area and will visit each hotel as often as required. Position requires travel between hotels using the appropriate method. The role may also include occasional travel nationally and internationally.

Flexibility : Being part of a 24/7 business, flexibility of working hours may be required at times.

Reports to:

Senior Cluster IT Manager – Regions (North) 

Planning Activities    10%  

  •    Support the development of the technical ‘vision’ and strategic plan for the hotel and align it with owner, brand and management company objectives. 
  •    Assist the Senior Cluster IT Manager - London to Create and establish annual hotel IT budgets for both Capital Spent and Operating Cost based on local requirements and Corporate Issued Guidelines.
  •    Research, Identify and analyze Business Opportunities for technology and propose solutions to management. 
  •    Maintain documentation on IT licenses / contracts and infrastructure. 
  •    Develop a rolling plan of self-development to assist personal in career plans, as well as establishing a platform for an optimal work-life balance.
  •    Help to search and train a successor who can step in if required.

    Organizing Activities    25%  

  •    Prepare a monthly IT Report for the property.
  •    Participate in hotel department head / monthly meetings. 
  •    Ensure effective communication with the hotel teams. 
  •    Effectively follow and participate in all Hilton IT communication channels (Monthly Calls, SharePoint Discussions) to stay up to date on Company Information and IT initiatives.
  •    Follow Hilton Now Communication in the Lobby on Hilton Organisational and Brand announcements.
  •    Implement ‘change’ initiatives effectively with high levels of positive engagement and energy.
  •    Ensure appropriate level of contact with vendors and business partners.
  •    Maintain effective business relationships with functional and brand specialist support roles within the Hilton organization. 
  •    Complete IT related projects for the property. 
  •    Work within the constraints of the properties Capital and Operating IT Budget.

    Supporting Activities    40%    

  •    Be visible, approachable and work as an effective member of the hotel and corporate team.
  •    Setup and Maintain Computer Hardware for team members in line with Hilton Standards.
  •    Maintain and monitor property Servers and Backups.
  •    Setup and Maintain LAN Infrastructure including Telecom Systems and ISP Lines.
  •    Support delivery of both Brand and Management Company IT vision.
  •    Ensure all Support calls are logged in the Service Now Portal, monitor and update tickets as required. Escalate Issues as appropriate based on understanding of company SLA’s.
  •    Work with the Support Helpdesks to ensure a timely resolution of tickets.
  •    Ensure all mandatory computer Security tools are installed and monitor functionality of them.
  •    Work with Corporate IT Teams and assist in the pilot and adoption of new technologies.
  •    Conduct User Trainings as required.
  •    Assist in the Creation or Adoption of Best Practices to enhance hotel/team member productivity.

    Compliance Activities    10%  

  •    Ensure all devices on the admin network are joined to the Domain as per guidelines.
  •    Ensure 3rd party Vendors systems are located in the DMZ of the network.
  •    Monitor that all computers have the required and the latest update of Hilton Security Software installed (SCCM/Anti-Virus/Crowd strike) and action on any reports issued by Security of failure or missing of those applications.
  •    Ensure Firewall Request and Rules are requested and implemented in line with Corporate Standards.
  •    Control that Remote Access Tools from Vendors are following corporate guidelines.
  •    Perform Server reboots based on corporate guidelines and communications.
  •    Lead GDPR / EU Personal Data compliance effort for local IT Systems and processes of the hotel.
  •    Monitor vulnerability scanning reports for the property and action detected items swiftly.

    Controlling Activities    15%    

  •    Oversee property IT.
  •    Ensure all required IT internal Controls are followed (User Access Forms/ System Access/Computer Room Access) as Audit guidelines.
  •    Self-Audit property once a year based on available audit tools.
  •    Enforce IT policies and ensure procedures are followed within own Parameters of authority.
  •    Consult/Guide properties during the selection process of any new system and ensure an Information Security Assessment (ISRA) is completed before any implementation.
  •    Leverage effective partnerships with preferred vendors, corporate IT and the hotel team.
  •    Inform senior management regularly on department progress and advise on key issues to facilitate the decision-making process.
  •    Oversee and evaluate systems to ensure hotel complies with corporate and brand standards.
  •    Assess actual performance against given targets/objectives and take corrective actions if necessary.
  •    Operate within established budgetary parameters.

    Supportive Functions

    In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the particular requirements of the company.

  •    Provide training to other ITM and assist sister Hotels in case of opening or holiday support coverage. 
  •    Occasional Travel.
  •    Participate in specialist team meetings, conference calls and initiatives instigated by Management Company or Brand.

    Requirements

    What are we looking for?

    Required Skills 

  •    A university degree or relevant work experience in lieu thereof.
  •    Experience in hospitality industry.
  •    A certification.

    Preferred qualifications/Skills

  •    A university degree in Information Technology field or relevant work experience in lieu thereof
  •    Optimum mix of work experience would result in extensive experience within hospitality, operations, and IT support roles.
  •    In depth knowledge of Microsoft Operating systems
  •    Microsoft or Cisco certification
  •    Experience administering networks in a Windows Server/Workstation environment preferably in an environment with more than 50 nodes and 2 or more domains. (Applicable Microsoft certifications: MCSA, MCTS or MCITP for Windows Server, MCDST for workstations.)
  •    Knowledge of network infrastructure, including CAT5/6 cabling, wireless networks, network switches, WAN/LAN, domain controller, Active Directory, firewall & VPN applications. (Applicable Microsoft network admin certifications (MCSA or MCSE)
  •    Experience with Hospitality related applications/systems:
  •    PMS, POS, Keycard, PBX, Voicemail. 
  •    Ability to troubleshoot hardware/software problems. Must have excellent communication and problem-solving skills.

    What will it be like to work for Hilton?

     The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World’s Best Workplaces. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton! 

    It is the policy of Hilton to employ qualified persons without regard to color, race, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medication conditions), gender identity or gender expression, sexual orientation, marital status, military service, status as a protected veteran, disability, protected medical condition as defined by applicable law, genetic information, or any other protected group status as defined by and subject to applicable federal, state and local laws. Hilton’s commitment to equal employment opportunity supports the attraction and retention of a diverse workforce that will enhance our effectiveness in attracting Team Members, customers, corporate partners, and owners. 

    We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law. Please contact us if you require an accommodation during the application process.

    • Posted May 2, 2024

    Hilton - Regional Headquarters - Europe

    About Hilton

    Hilton is one of the largest and fastest growing hospitality companies in the world, with more than 5,100 properties with more than 838,000 rooms in 103 countries and territories. In the nearly 100 years since our founding, we have defined the hospitality industry and established a portfolio of 14 world-class brands, including our flagship Hilton Hotels & Resorts brand, which is the most recognized hotel brand in the world. We have more than 69 million members in our award–winning customer loyalty program, Hilton Honors.

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