Systems & Support Manager

7 mesi fa

Roma, Italia citizenM A tempo pieno

**Description**:
Through key stakeholder engagement, the hotel systems and support manager ensures hotel technology solutions and processes are optimised, enabling the teams to deliver the desired guest experience, employee wellbeing and financial performance (inc. compliance) adopting a global mindset whilst being respectful of localisation.

**Key Responsibilities**:

- establish and foster strong relationships with all key stakeholders
- ensure effective adoption of incident management solutions to support the use and performance of hotel operations solutions
- work closely with our customer service team (citizenConnect) to highlight technology challenges within hotel operations. Ensure system updates and releases are known and applied effectively by the hotel teams
- work with the hotel pre-opening team to set-up processes in new hotels, train the hotel management team on them during the opening of new hotels and provide ongoing coaching post opening
- work together with Learning and Development to train all new hires whether part of pre-opening or an existing hotel are trained in the respective hotel systems including but not exclusive to PMS (Apaleo), incident management (GSG/Topdesk), citizenM Dashboard, KMS Dashboard, CC Payments (Adyen), EPOS (Vectron), Google Drive, Invoice Management (Proquro)
- coordinate with the hotel and talent managers, providing ongoing training for all new and existing employees in the respective hotels on systems as above,
- work with the hotel leadership team and talent manager to monitor the performance of ambassadors in the use of systems providing remedial training and support as appropriate. Ensure training materials are always up to date.
- ensure processes within the hotels are safeguarded and are executed as required. Take appropriate action if processes are not followed and critically assess the relevance and functionality of processes on a regular basis. Processes like, but not limited too:

- create and maintain a common file structure within Google Drive for the MOD team per hotel to use for the creation and administration of core shared documentation and ensure all documentation is up-to-date
- monitor and report on invoice management, minimising the approval time to prevent credit control issues with suppliers
- monitor accurate and timely delivery of all month end processes
- ensure all employees are on boarded and offboarded in line with agreed processes (system access etc.) and monitor the accuracy
- carry out monthly audit key audit on all employee and master keys held in the system for each hotel
- articulate the needs of the hotels in relation to hotel processes, define acceptance criteria, undertake acceptance testing and support successful implementation on property in relation to system development.

**Qualifications / skills**:

- Agile experience is preferred
- You work diligently and are eager to improve the (execution of) of processes in place
- You are curious. You listen and challenge by asking questions. You build on the answers you get.
- You are able to convey process related topics to a larger audience
- The position will generally be task oriented, requiring you to have a conservative, careful, and cautious approach to work.
- You are comfortable working in a day to day routine
- You have high standards of quality and accuracy
- You have experience in the hospitality industry
- Fluent in verbal and written English. French and Italian is a plus.
- Right to work in Italy

**What's in it for you?**:

- citizenM experience nights for you (and friends and family)
- Personal and professional development opportunities and programs
- Latest tech devices and all the tools you need to be successful in your role
- Commuting travel costs covered (by car or public transport)
- Pension
- Flexible public holidays
- Employee assistance program
- Varied team days and social events (from food trucks and quizzes at the office to parties on boats)

**About citizenM**:
citizenM is an affordable luxury hotel chain for mobile citizens of the world. With a style that will knock your socks off, we offer citizens a real home from home, plus the world’s fluffiest pillows. Our typical guest is a frequent traveler who is quality and design-driven, and value-conscious. We currently have hotels in the Netherlands, France, UK, Switzerland, Denmark, USA, and Asia, with more to come soon. We are proud to put hospitality back into the hospitality industry and have received numerous awards for our groundbreaking approach. We like to do things differently. This means our hotels are not traditionaland neither are our support offices. We're open-minded, with kind hearts and global minds.

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