Assistant Manager - IT

Alila Hotels; Dhofar; On-site; OMR 20,000 - 40,000; Full time

Job summary

Alila Hinu Bay is seeking an IT Operations Manager to lead the Information Systems department in a hotel environment. You will plan, direct, and control IT policies, ensuring smooth operations in line with Hyatt standards.

The role includes managing licenses, backups, POS systems, and staff development to support guest satisfaction and business objectives. The ideal candidate will have 4+ years in IT Operations within hospitality, strong infrastructure knowledge, and excellent English

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Minimum 4 years of experience in IT Operations.
• Hospitality or large-scale operational environment experience preferred.
• Fluency in English; Arabic preferred but not mandatory.
• Experience supporting POS systems.

Responsibilities

• Manage the IS department to Hyatt/Hyatt standards through planning, directing and controlling IT policies and procedures.
• Develop and maintain the Department Operations Manual reflecting policies and processes.
• Ensure licenses, software updates, and data backup procedures are current and effective.
• Provide technical assistance and support to hotel management to maximise productivity.
• Recruit, train and develop IS staff; conduct annual performance reviews.

Skills

IT infrastructure

Networking

Servers

System administration

POS systems

English fluency

Education

Bachelor's degree in Information Technology/Computer Science

Tools

POS systems

IT management tools

Job description

Organization- Alila Hinu Bay

Summary

Main Duties

Administration

• Managing the department in a professional, efficient manner with flexible service where possible, to ensure maximum guest satisfaction, consistent with Grand Hyatt Doha and Hyatt International Standards, through planning, organizing, directing and controlling the Information Systems policies and procedures, operation and administration.
• Assists with the development and maintenance of a detailed Department Operations Manual that reflects policies and procedures, work processes and standards of performance within the Division and ensures annual review to accurately reflect any changes.
• Ensures the availability of any stationery or consumables required by any IS systems.
• Ensures that all licenses are complete and up-to-date.
• Keeps software in the Property Management System up to the current release as instructed by the Area Director of Information Systems.
• Conducts regular Departmental Communication Meetings.

Customer Service

• Provides the appropriate level of professional, courteous and caring service to other employees (internal customers) and other visitors to the division.
• Ensures all Information Systems employees provide a courteous and professional service at all times.
• Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
• Maintains positive guest and colleague interactions with good working relationships.

Financial

• Maximises employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
• Directs employees to ensure productivity meets standards given in accordance with Hyatt Design Standards and Criteria and the Hyatt International Finance Operations Manual.
• Assists with the preparation of the annual Finance Business Plan ensuring Divisional Objectives fully address business objectives of the hotel and needs of employees.
• Assists with the preparation and regular update of the Finance Departmental Budget, in close cooperation with the Director of Finance ensuring targets are met and costs are effectively controlled.
• Focuses attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.
• Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.

Operational

• Provides technical assistance, advices to hotel management so as to minimise overhead expenses and maximise productivity in all areas.
• Assist authorised users in relation to operation of the hotel’s IS system hardware, various modules and supporting personal computers.
• Coordinates timely repair and return to service any faulty systems or items of equipment.
• Establishes and implements procedures to ensure backup of data in any IS system.
• Rebuilds data corrupted by either hardware or software faults.
• Coordinates the timely handling of any software fault reports or enhancement requests.
• Sets up emergency procedures to continue the operation of the hotel in the event of system failure.
• Provides manuals on the issue of IS systems and incorporates those manuals into the relevant operating procedures of the hotel.
• Establishes necessary security measures to prevent unauthorised access to the IS systems.
• Provides technical assistance to internal and external audit employees. Works with Sales and Marketing Department and Operational Departments to set up and maintain clean relevant databases for management purpose.

Personnel

• Assists the recruitment and selection of all IS employees; follows the hotel guidelines when recruiting and uses a competency-based approach to selecting employees.
• Ensures the punctuality and appearance of all IS employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
• Maximises the effectiveness of employees by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
• Conducts annual Performance Development Discussions with employees and supports them in their professional development goals.
• Plans and implements effective training programmes for employees in coordination with the Training Manager and Departmental Trainers.
• Encourages employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
• Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
• Ensures that all employees have a complete understanding of and adhere to employee rules and regulations.
• Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
• Feedbacks the results of the Employee Opinion Survey and to ensure that the relevant changes are implemented.

Other Duties

• Attends and contributes to all training sessions and meetings as required.
• Is knowledgeable in statutory legislation in employee and industrial relations.
• Exercises responsible management and behaviour at all times and positively representing the hotel management team and Hyatt International.
• Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organisations.
• Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
• Ensures high standards of personal presentation and grooming.
• Responds to changes in the Information Systems function as dictated by the industry, company and hotel.
• Carry out any other reasonable duties and responsibilities as assigned.

Core Skills

• Produces Quality Work

The ability to produce high quality work in a consistent and reliable manner, in support of Hyatt’s standards and processes.

• Achieves Results

The ability to identify priorities, solve problems, produce desired results and be accountable for commitments.

• Promotes Teamwork and Collaboration

The ability to build relationships within and across functions, balance individual and team goals, respect others and value different perspectives.

• Communicates Effectively

The ability to listen actively and identify appropriate messages and delivery methods to effectively influence others.

• Shows Initiative and Resourcefulness

The ability to initiate action, make decisions, adapt, drive change, use resources efficiently and solve problems quickly, creatively and practically.

• Focuses on Customers

The ability to identify needs, shape actions and add value to relationships based on a central focus of customer satisfaction

Leadership Expectations

• Living Hyatt’s Values :

Demonstrating behaviours consistent with Hyatt’s Core Values

• Demonstrating a Passion for Service : Creating a positive impact by passionately serving others
• Translating Hyatt’s Mission to Action : Defining a plan to achieve Hyatt’s mission and successfully acting on it
• Inspiring Others : Bringing others along to achieve common goals.
• Encouraging Change : Demonstrating a vested interest in building Hyatt’s brand and acting as an owner to advance Hyatt’s success.
• Promoting Learning : Demonstrating a thirst for knowledge and providing expertise to others to enhance their skills and abilities.

Qualifications

• Bachelor s degree in Information Technology, Computer Science, or a related field
• Minimum 4 years of experience in IT Operations
• Experience within hospitality,or large-scale operational environments is highly preferred
• Proven experience supporting operational IT environments , including shift work, night shifts, weekends, and public holidays
• Strong, hands-on knowledge of IT infrastructure, including networking, servers, and system administration
• Hands-on experience supporting POS systems
• Strong problem-solving and decision-making skills
• High sense of ownership and accountability
• Excellent organizational skills with the ability to manage multiple priorities under pressure
• Fluency in English is required; proficiency in Arabic is preferred but not mandatory
• This position is open to both Omani nationals and expatriates