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Tech Operations Manager
Il y a 2 mois
Join our team as a Tech Operations Manager at Orient Express, where you will play a pivotal role in shaping the future of luxury hospitality. As a key member of the Tech for Hotels Team, you will be responsible for defining and implementing the brand's technological DNA and personalization strategies on a global scale.
Key Responsibilities:- Lead and drive the global tech strategy for Orient Express, encompassing hotels, trains, and yachts.
- Define and manage the tech roadmap, overseeing project execution and rollouts across all properties.
- Ensure seamless project follow-ups, rollouts, and new openings within your scope.
- Oversee all tech operations, including IT and digital initiatives, for the entire Orient Express portfolio.
- Manage relationships with owners and General Managers to ensure alignment and satisfaction.
- Serve as the main point of contact for the Luxury & Lifestyle division within various regions.
- Lead regional teams by establishing governance, standards, and training programs.
- Collaborate closely with each Regional CTS to optimize performance.
- Oversee the execution of Service-Level Agreements (SLAs) delivered by other Business Units, focusing on regional and End-to-End support.
- Facilitate an advisory board with representatives from hotels, trains, and yachts to co-create innovations and standards.
- Represent Orient Express externally by engaging in communities, events, and professional meetings related to digital and technology.
- Embody the primary escalation point for General Managers (hotels, trains, and yachts), Vice Presidents of Operations (VPO), and hotel owners when Luxe & Lifestyle teams in regions or the Global Shared Services (GSS) team are not meeting their targets.
- Monitor and track quality and performance across projects, new openings, and ongoing support.
- Foster strong relationships with owners and General Managers through regular on-site visits and engagement.
- Identify and source new solutions and ideas to enhance our tech and innovation initiatives, increasing visibility and recognition externally.
- Ensure adherence to brand tech standards and specifications across all facilities.
- Identify and integrate innovative solutions, focusing on RPA, guest tech, and staff tech, into our hotels, trains, and yachts.
- Co-design tech standards and take responsibility for Tech Flagship initiatives, including defining standards, creating how-to guides, and developing marketing campaigns to promote these flagships to other properties.
Qualifications:
- Over 5 years of experience in IT, preferably within the tourism and hospitality industry.
- Extensive expertise in project management and customer relations.
- Strong financial management skills.
- International exposure and willingness to travel.
- Fluency in English, with proficiency in an additional language being highly desirable.
