Internet Services Manager - Signia by Hilton Indianapolis

Encore Global; Indianapolis (IN); Hybrid; USD 59,000 - 76,000; Full time

Benefits offered by this job

Benefits options

Inclusive culture

Job summary

Encore Global seeks a skilled professional to manage IT, network, and client-facing services at the Indianapolis venue. You will drive technical sales, coordinate with hotel IT teams, and ensure seamless event network operations.

The role requires hospitality tech experience, leadership, and ability to communicate complex concepts to non-technical buyers. Regular on-site work with irregular hours is expected.

Qualifications

• Bachelor of Science in Computer Science or commensurate experience.
• 3-5 years of hospitality industry experience in a technical role.
• 3+ years of field experience in internet services support.
• 1+ years of leadership or management experience.
• Familiarity with Internet services, bandwidth, IP wired and wireless networks; webcasting.

Responsibilities

• Manage day-to-day IT, network, and client-facing services at location level.
• Sell Internet services and related products; conduct pre-sales discovery and quotes.
• Coordinate with hotel IT and ISP to ensure smooth network operations during events.
• Plan, test and implement network configurations; train local team on technical sales and network management.

Skills

Leadership

Communication

Customer service

Negotiation

Education

Bachelor of Science in Computer Science

Tools

Cisco certifications

CompTIA certifications

Job description

Position Overview

Reporting to the local venue Director with additional oversight by Regional Internet Services (IS) management, manage the day-to-day operation of IT, network and related client facing services at the location level. Maintain the equipment and infrastructure, position and sell the solution, execute events, and provide outstanding internal and external customer service.

Key Job Responsibilities

Technical Sales

• Under direction from local Director and IS, manage the technical sales of Internet Services and related products (i.e., phones, computers, printers, webcasting etc.) by applying a working knowledge of such technologies and sound sales skills.
• In collaboration with the sales team, conduct proactive pre-sales discovery, determine client need, negotiate, and accurately quote and price the appropriate solution. Participate in onsite meetings with the hotel and client prior to and during the event.
• Understand the moves, and changes to the event specification that could have an impact on the services and react by effectively communicating appropriate adjustments to the team.
• Coach the sales team to sell Internet more effectively in line with established procedures.

Network Management

• Under direction of local Director and IS, ensure the readiness of the network infrastructure installation and temporary network equipment by monitoring the functioning of the network, maintaining equipment in working order, replacing damaged components, and creating documentation such as port maps, access point layouts, network diagrams and labelling the patch panels and wall outlets.
• Establish and maintain positive working relationships with Internet Service Provider, Network Service Provider and Hotel IT team to facilitate the smooth operation of the network and the highest levels of service.
• Own the implementation of network configurations and customizations utilizing available self-service tools such as web portals and command line. Submit and manage configurations beyond the scope of self-service tools to the appropriate Network Operations Center and coordinate the implementation of said changes.

Event Support

• Under the direction of local Director and IS, plan and execute established event requirements with the highest levels of customer service. Plan, organize and establish the work and supervise any additional team members participating in providing the services.
• Setup, configure and test all supplied network and related (i.e., access points, switches, phones, computers, printers, webcasting etc.) equipment including cabling making use of the set standards available. Ensure that the event specifications are understood by key stakeholders.
• Operate equipment such as video conferencing and webcasting equipment.
• Utilizing tools provided, create network access codes, connection guides and troubleshoot client provided devices.
• Own the inventory by accurately forecasting demand, assist with the procurement of suitable subrental or branch equipment (i.e., phones, computers, printers, webcasting etc.) and manage the ordering, quality control, use and safe return of such equipment.
• Meet with the client post event; provide reporting on bandwidth and device utilization as available.

Team Support

• Under direction from local Director and IS, deliver training to local team members on Technical Sales, Network Management and Event Support. Coach their behavior and offer constructive feedback to fuel continuous improvement.
• Assist in the general operations of the local business as required by covering shifts, participating in initiatives, and offering expertise to continually improve smooth and safe operations.
• By understanding the general principles involved, assist with troubleshooting back-office IT issues such as network connectivity, computer hardware and software problems by identifying the problem, solving locally where possible and escalating to IT where not possible.
• Lead and support show by training and mentoring technicians.

Job Qualifications

• Bachelor of Science or equivalent in Computer Science or commensurate experience
• 3-5 years of experience in the hospitality industry in a technical role
• 3+ years of field experience in internet services support
• 1+ years of leadership or management experience
• Ability to understand technical concepts and solutions and be able to communicate them so they are understood to a non-technical buyer.
• Familiarity with Internet services, bandwidth, IP wired and wireless networks, principles of computer hardware and software, webcasting.
• Networking certifications from Cisco, CompTIA are an advantage
• Encompass all skills at the C3 & C2 Level. Within 1 year, achieve Computer Level 1 Certification (C1) per Encore Technical Skillset Matrix after transfer to new role

Competencies

Deliver World Class Service

• Hospitality
• Ownership

Do The Right Thing

• Demonstrates Self-Awareness

Drive Results

• Ensures Accountability

See The Big Picture

• Decision Quality
• Manages Complexity

Value People

• Collaborates

Physical Requirements

Team members must be able to meet the physical demands outlined below to successfully perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The frequency options are defined as: Continuously, Frequently, Occasionally, and Never.

• Sitting: 2-3 Hours
• Standing: 4-5 Hours
• Walking: 4-5 Hours
• Stooping: 2-3 Hours
• Crawling: 2-3 Hours
• Kneeling: 2-3 Hours
• Bending: 2-3 Hours
• Reaching (above your head): 2-3 Hours
• Climbing: 0-1 Hours
• Grasping: 4-5 Hours

Team members must be able to meet the physical demands above in order to successfully perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Lifting Requirements

• 0 - 15 lbs:* Continuously
• 16 - 50 lbs*: Frequently
• 51 - 100 lbs: Occasionally
• Over 100 lbs: Occasionally

Carrying Requirements

• 0 - 15 lbs*: Continuously
• 16 - 50 lbs*: Frequently
• 51 - 100 lbs: Occasionally
• Over 100 lbs: Never

Auditory/Visual Requirements

• Close Vision: Continuously
• Distance Vision: Continuously
• Color Vision: Frequently
• Peripheral Vision: Occasionally
• Depth Perception: Frequently
• Hearing: Continuously

Pushing/Pulling Requirements

• 0 - 15 lbs*: Continuously
• 16 - 50 lbs*: Frequently
• 51 - 100 lbs*: Frequently
• Over 100 lbs: Occasionally

Note: The physical requirements marked with an asterisk () indicate activities performed without assistance.*

For more information on our Competency Group, refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & pasting this URL Link (https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx).

Work Environment

Hotel

Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members will use high-end audio-visual equipment and electrical components and will be exposed to heights via lifts and ladders. Team members may be asked to work in multiple hotel locations. Working times will include irregular hours and on-call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore based on an individual hotel or a representation of hotels in that city or area.

The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Salary Pay Range: $58,642.00 - $76,235.00

The compensation offered for this role is determined based on the qualifications outlined in the job posting for the specified location. Final compensation is based on a number of factors including location, travel, relevant work experience, or particular skills and expertise. In addition, some positions may be eligible for other compensation such as potential overtime, bonuses or incentives.

Encore is committed to providing the best benefits options for our employees and families. Click here to view the benefits options for our employees worldwide.

We pride ourselves on cultivating a welcoming culture where every individual is celebrated for their unique strengths and differences. Click here to view details on our commitment to inclusivity and belonging.