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Associate Field Services Technology Manager

Posted November 23, 2022

Hilton Baltimore
Baltimore, MD
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About This Job

Description

From smartphone capabilities like Digital Key to Hilton Connected Room that allow for integrated entertainment, temperature, and lighting controls, Hilton’s Global Technology team is responsible for creating the hospitality experience of the future – for our guests, owners, and Team Members. Through innovative technology development and deployment, this team ensures Hilton has the technology needed to support our continued global growth while remaining at the forefront of hospitality technology innovation.

What will I be doing? As the Associate Field Services Technology Manager, you will provide IT and Telecom leadership to the hotels within the region, including effectively communicating Company initiatives and procedures, while handling, and delivering IT and Telecom solutions that align with Corporate and Brand standards. You will also be responsible for leading and participating in various technology projects, such as workstation and server refreshes, Wi-Fi, PBX, and point of sale installations, ensuring that the implementation and upgrades of major systems are completed on time and within budget, with minimal impact on hotel operation by providing end-user training, support, and assistance.

You will support the hotel with business solutions using Technology including installing, diagnosing, repairing, maintaining, and upgrading all hardware to ensure optimal performance. Additionally, you will resolve problem areas in a timely and accurate fashion and providing end-user training and assistance.

As a Team Member in this role, you will be responsible for:

Project Management & Vendor Management

  • Working within the IT Capex budget of each property as approved by the ownership and regional IT leadership
  • Working with Hilton Support Technology Center (HTSC) and all vendors to ensure the timely resolution of IT challenges and outages
  • Managing the support calls initiated by HTSC or vendors for systems and applications not supported by HSC Serving as onsite point of contact for HTSC or vendors

Technical Leadership

  • Ensuring Hilton technical standard is implemented in regional properties
  • Evaluating property needs and technology solutions to improve profit, operations, and guest experience
  • Preparing a status report of all technical and operational activities
  • Participating in corporate, property departmental, and operations meetings as appropriate
  • Advising on, maintaining, and supporting property infrastructure; including servers, backups, property LAN and WAN, telecom systems

System Administration

  • Onboarding Team Members and deploying technology tools
  • Maintaining documentation for each managed property in the region

Requirements

What are we looking for? We believe the success in this role will demonstrate itself through the following attributes and skills:

  • Ability to use network monitoring tools to perform a periodic health check of systems
  • Handle and monitor PBX system performance to assure dependable and uninterrupted operation of telephone communications
  • Understanding multi-functional business and technology requirements
  • Performing preventative maintenance and minor equipment repairs
  • Supervising proper controls to ensure hotels follow SOX, PCI, and PABP security requirements
  • Ensuring technical objectives and business initiatives are being followed per Hilton standards
  • Implementing and running departmental processes and procedures to ensure strategies and directives are in accordance with hotel objectives
  • Maintain collaborative partnerships with preferred vendors, corporate IT, ownership, and hotel executives
  • Supporting continued professional growth and talent development

To fulfill this role successfully, you should demonstrate the following minimum qualifications:

  • Two (2) years of professional work experience in Technology or a related field
  • Two (2) years of experience working in a help desk or technical support environment

It would be helpful in this position for you to demonstrate the following capabilities and distinctions:

  • Bachelor’s Degree, or Associate’s Degree plus 6 years of Technology related experience, or High School Degree/GED plus 12 years of Technology related experience
  • Two (2) in Hospitality, Operations, and IT support roles
  • 1-3 years managing people or teams
  • Experience administering networks in a Windows Server and workstation environment
  • Knowledge of network infrastructure, including cabling, wireless networks, network switches, WAN/LAN, domain controller, Active Directory, firewall, and VPN
  • Experience with these Hospitality related applications and systems: Property Management Systems, Point Of Sales Systems (F&B, spa, parking, etc.), Keycard Systems, Ticketing Systems, PBX, and Voicemail

What is it like working 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.

We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton travel discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton! 

We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of their role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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About this Employer

Hilton Baltimore

401 West Pratt Street
Baltimore, MD 21201-1629

(443) 573-8700

757 Room Hotel

www3.hilton.com

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At A Glance

Hilton Baltimore hotel holds a prime place in the Inner Harbor, a popular historic, cultural and business district. Our downtown hotel is next door to Camden Yards and across the street from M&T Stadium. We’re also connected to the Baltimore Convention Center and a quick 15 minutes to BWI Airport. Restaurants, indoor/outdoor event spaces, fitness options - we have something for everyone.

  • Connected to Baltimore Convention Center by sky bridge
  • 2-minute walk to Camden Yards
  • Walking distance to Inner Harbor dining, shopping and attractions
  • Fitness center, pool and many rooms and suites overlook Camden Yards
  • The Coffee Bean & Tea Leaf - the only one in the region
  • Heated indoor pool, whirlpool and sauna