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Job Details:
Position Name : Global Operations Systems Manager
Location: London
Job ID : 28fb4fdf1db10c1c
Description : Location:
United Kingdom, London
Department:
Business Support & Corporate Office
Employment type:
Full-time
Experience:
Mid-Senior level
Belmond is developing a state-of-the-art technology ecosystem to support our operations across the world. This ecosystem will provide a key foundation for our properties to deliver an exceptional guest experience and make Belmond the most desirable luxury travel brand in the world.
We are looking for an outstanding Global Operations System manager that will act as the business owner of all the global operational systems, including our Property Management System (PMS), Point of Sale (POS), Guest Services and Belmond app, among others.
The role will ensure that all systems within the ecosystem work correctly and that we extract the most value from our technology ecosystem. The ideal candidate will have a strong operational and technology background, excellent interpersonal skills and strong business acumen. They will be responsible for supporting the global roll out of the systems in scope, maintaining system and operational integrity, driving adoption rates and delivering consistent training, supporting and troubleshooting, capturing business requirements and helping to evolve the operational infrastructure to ultimately elevate the guest experience.
Key Responsibilities
Achieves understanding and reviews current business environment, processes, requirements and functional specifications
Maintain and document global consistent configuration standards of operational systems
Develop and roll out operational global training standards
Support global roll out and implementations and be the key contact person for global operational systems related matters for all projects that have a dependency, for example, CRM, CRS, RMS, POS and other
Provide application support to various stakeholders, such as reservations / revenue / sales / marketing / on-property teams
Monitoring of the integrations to other systems, ensuring that any errors are promptly handled and issues are raised accordingly to suppliers or IT team
Undertake system application testing for any new system enhancements and regression testing of existing functionality
Identify opportunities to improve the quality of the data in the systems, rolling out any required procedures to ensure the data is right from the start
Collaborating with third parties to verify and test that solutions will meet the business requirements
Manage the support process including logging, management and prioritization of tickets, ensure that these are actioned timely and appropriately
Be the liaison and manage the relationship with the vendor(s) on a day to day basis
Liaise with department heads and project leads to identify and prioritise new/existing system developments
Provide system maintenance and content management including but not limited to rate builds, system configuration content management and enhancement management
Requirements
Solid understanding of major operational systems, such as PMS, POS, Guest Service Systems etc. – Knowledge of HMS Infor, Alice and/or Silverware will be a plus.
Previous experience in a hospitality environment
Understanding of dependencies and other integrated systems to PMS and other global operational systems
Experience of development lifecycle including change management processes, methods, controls and standards
Strong functional and technical application knowledge with hands-on experience managing requirements from areas such front of house operation
Exceptional prioritisation, proficient problem analysis, process and project management skills
Outstanding interpersonal skills and great team player
Engaging communicator to keep stakeholders well informed
Ability to work independently with a high degree of self-initiative
Ability to work well under pressure and adapt to changes in project priorities
Strong attention to detail and a drive for excellence
Natural curiosity, constantly looking for ways to make things better and push the boundaries.
Excellent verbal and written English
Proficient in MS Office and Google Suite
Benefits
Competitive salary plus company benefits
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