- Maintain harmonious and professional relationship with all departments and Home Office.
- Comply with and enforce Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
- Must have good interpersonal skills and be able to relate to all levels of staff.
- Must be able to assist hotel guests with technical requirements and issues.
- Must be able to provide high levels of service and support to admin users as per contracted Service Level Agreement.
- Assist in other areas of the accounting office as needed.
- Assist in ensuring critical systems, specifically Front Office Property Management System, Call Accounting, HSIA, PABX and Food & Beverage Point of Sales computer systems are available twenty-four (24) hours per day.
- Assist with establishing and maintaining user procedures and hardware familiarization for all systems.
- Assist with providing Systems Administration, including maintaining user/group accounts, user configuration, trouble-shooting access problems and completion of on-site documentation.
- Assist in Server infrastructure management, performance monitoring, Operating System upgrades and troubleshooting.
- Assist with ensuring effective support for other systems, including back office, sales and catering and human resources applications and any other at the property.
- Assist with providing system support services, including service outage diagnosis, troubleshooting and restoration of service, virus protection management.
- Assist with maintaining and promoting Four Seasons core technology standards as outlined in the Four Seasons IT Core Standards.
- Assist in the co-ordination of new acquisitions and major projects as required.
- Participate in property-level, corporate-initiated technology implementations as required.
- Good knowledge and support for Desktop OS and applications including patches.
- Provide direct guest support and quality support to function rooms and conference services.
- Assist with administration of Lotus Notes, connection to global VPN and other communication tools.
- Assist in the process of systems backup and recovery procedures.
- Assist in management of third party vendors.
- Assist with providing 24 / 7 support for mission critical systems.
- Assist at network support and security of Hotel network, Active Directory maintenance, Server Infrastructure maintenance, Network Infrastructure maintenance – wired & wireless, Network protection and failover tools implementation (Firewall, web security, multi-homing devices, etc).
- Perform any additional duties as assigned by the Director of Finance/Assistant Director of Finance or Director of IT.
- Implement technology “best practices”.
- Provide HSIA Guest and Customer support when no contract with third parties exists.
TECHNICAL SKILLS AND KNOWLEDGE
- Technical background, MCSE or similar network qualifications desired but not essential.
- Prior education and/or experience supporting complex networks desired but not essential.
- Four Seasons IT core standards and key controls.
- Good knowledge of the Four Seasons policies and procedures.
- Knowledge of basic accounting principles.
KEY FUNCTIONAL COMPETENCIES
- Assist the Director of IT and Assistant Director of OT with the day to day running of the IT department and perform tasks as assigned by the superiors.
- Understanding of the purpose and reasons for internal controls.
- Understand and be familiar with hotel quality standards and service standards.
- Strong commitment to service.
KEY BEHAVIOURAL COMPETENCIES
- Highest level of integrity and transparency.
- Good interpersonal and relationship-building skills and a team player with high energy levels to work with cross-functional teams.
- Pro-active and inquisitive mind set to develop problem solving, decision making, conflict resolution and strategic thinking skills
- Good written and verbal communication skills
- Work in a safe, prudent and organized manner.
