Cluster Manager , IT 
(20148)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Cushioned in the foothills of the breath-taking Virunga Volcano Range, One&Only Gorilla’s Nest makes the magical possible to enjoy a once-in-a-lifetime, personal encounter with the rare and majestic mountain gorilla, roaming free in its own natural habitat. The warm African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion. We don’t just exist in the environment, we exist with the environment; from working the land or building a shelter, we like to give back in as many ways as we can to help our communities flourish.

Job Summary

The Cluster IT Manager for two Entities; One&Only Gorillas Nest &Nyungwe House responsible to manage and operate effectively the daily operations of the resort’s information technology and telecommunications. This is a "hands-on" position, serving as both an individual contributor, and a manager of internal and external resources, to meet the position's responsibilities. As a member of the property leadership, colleague contributes advanced knowledge and skill in technology and general hospitality business knowledge to support the property and technology Information Resources objectives. Position is responsible to the property for all technology planning, PCI compliance, GDPR, decision-making, implementation, and maintenance. Manage properties IT team and vendors, managing IT requirements for guests, owners, and Executive Committee and colleagues. Collaborate closely with Global Office IT team.

Key Duties and Responsibilities

• Analyses information and evaluates results to choose the best solution and solve problems.
• Inspects and ensures the maintenance of the IT equipment or the IT environment.
• Ensures that computer and network operations are monitored at the property
• Ensure backup/recovery functions are performed on scheduled basis
• Manages IT activities to ensure the property infrastructure and applications systems are functional at all times
• Follows brand standards for system make, model, configuration as well as for processes
• Maintain inventories of hardware, software, software licenses, vendors
• Maintains user access to systems, including validating approvals of access requests/changes/removals, and timely action to avoid impact on business or risk
• Provides Internet support and maintenance
• Provides or manages IT related training
• Uses relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards
• Enforces IT policies and standards protecting company hardware, software and other resources at the property, including maintaining GPDR and PCI compliance
• Develops specific goals and plans to prioritize, organize, and accomplish your work
• Performs an assessment of needs, ensuring compliance with brand specific standards, operational budget and capital requirements
• Undertakes, as required, cost benefit analysis on all IT related expenses and identifies opportunities for cost savings
• Determines priorities, schedules, plans and necessary resources to ensure completion of any property projects on schedule and according to specification
• Ensures problems are correctly reported, routed, tracked, and solved, with the system user being informed of situation at all times
• Ensures regular on-going communication in all areas of responsibility to executives, peers, subordinates and Global Office IT on relevant information in a timely manner
• Keeps up-to-date technically and applies new knowledge to your job
• Demonstrates knowledge of job-relevant issues, products, systems, and processes
• Provides technical expertise and support to colleagues and guests
• Works with Purchasing Manager to ensure all IT related purchase requests are in line with Company policy and the required quotations are obtained
• Works with the Global IT Office on company roll-outs, implementation of new systems and IT service requirements
• Assists with any other duties as required by the management team

 Skills, Experience & Educational Requirements

• A minimum of 3 years of proffesional exerience in a IT leadership position is required 
•  Degree or Diploma /Accreditation in IT or related field from a recognized institute 

• Previous experience working in hospitality industry is preferred
• Proven time management & project management skills
• Good communication and internal/external customer service skills
• A team player
• Ability to work autonomously and to manage own workload effectively
• Fluency in English (both written and verbal) is essential
• Flexible approach to working hours and the ability to respond to urgent service issues and outages
• Excellent organizational, follow-through, and communication skills
• Exceptional problem resolution abilities
• Strong positive team leadership and guest interaction skills
• Must be committed to teamwork and achieving team successes
• Enthusiastic, driven, and self-motivated
• Strong technical background, with specific requirements as follows:
  • Detailed knowledge of operating systems including current versions of Windows server and desktop OS
  • Knowledge in management & operations of PMS (Opera), POS (Micros), PABX/Voicemail/Call Accounting, HRIS, Sales & Catering preferred
  • Telecommunications knowledge and experience, including VOIP and videoconferencing
  • Network architecture and systems design knowledge and experience, including VMWare and Wireless infrastructure, IPTV and VLANing
  • Patching through SCCM or equivalent patch management
  • Certification or equivalent experience in one of more of the following: MCSE, CCNA, CCNP
  • Familiarity with Audio/Visual systems an asset

    Core VAlues & Competencies

Blow Away The Customer

• I care and work towards exceeding the expectations of my customers
• I am proactive and deliver unique and everlasting memories for our customers

Develop Passionate and Committed People

• I am committed to being thoughtful towards our colleagues
• I am passionate about my role         

Continuously Strive for Perfections (good enough never is)

• I constantly seek new ways and ideas to improve what I do
• I am inspired to make a difference

Achieve Sustainable Bottom Line Performance

• I am honest and fair
• I take responsibility and contribute towards the financial performance of where I work

Grooming

• I present a professional image according to established standards

Communication

• I adapt my communication to the audience and the message to be delivered
• I am able to develop effective written communications

 Functional Skills & Knowledge

• I understand the full scope of my duties and demonstrate initiative
• I take responsibility for my actions

Planning & Organizing

• I set realistic goals both for myself and my colleagues in line with company strategies
• I am capable of handling multiple priorities effectively

Team Management & Development (Influencing & Working with Others)

• I devote time in training and coaching each colleague
• I conduct regular performance management discussions for my colleagues and monitor their progress

Where Colleagues do not have anyone to supervise,
then the competency will be replaced by with the following 2 behaviors:

• I am able to influence others when required to speak and present ideas
• I am able to work with other colleagues and departments effectively

Problem Solving & Decision Making

• I have the ability to involve all the appropriate people to resolve problem in the business.
• I proactively facilitate prompt and appropriate decision making

Innovation & Creativity

• I regularly seek new opportunities for change
• I assist in resolving resistance to change

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.