Cluster IT Manager - Tru by Hilton Hanoi Station

• Manage the IT systems and infrastructure for all hotels in the cluster, ensuring compliance with company and statutory requirements.
• Maximize opportunities to reduce IT costs through effective purchasing and negotiating maintenance contracts.
• Ensure all systems are operational and secure, with regular reviews and updates to hardware and software.
• Maintain a robust system of IT controls to safeguard data, systems, and networks across the cluster.
• Ensure compliance with legal and regulatory requirements related to IT and data protection.
• Safeguard and update all IT contracts and service agreements affecting the operational status of the hotels within the cluster.
• Liaise with Internal and External IT Auditors to ensure effective audit programs and prompt corrective actions across all hotels.
• Ensure all IT incidents are logged and resolved in a timely manner, conducting interim self-audits as required for each property.
• Continuously develop best practices in IT management and support procedures across the cluster.

• Develop high-quality IT management information and performance metrics that are timely and accurate for all hotels.
• Implement reporting that includes system performance benchmarks, key performance indicators, and balanced scorecards for the cluster.
• Ensure all above property IT reporting is timely, accurate, and internally consistent, with monthly reconciliations for each hotel.

• Along with hotel based IT specialist, to provide IT and technological support to operation leaders and hotel teams across the cluster, including interpreting IT data.
• Identify and propose opportunities to optimize revenue and enhance guest satisfaction.
• Review IT management information for all hotels and propose value-added initiatives to the Cluster General Manager.
• Support business development initiatives, major technology decisions, and other commercial decision-making for the cluster.

• Support the implementation and maintenance of IT systems in all hotels within the cluster.
• Ensure proper use and security of IT systems, with adequate backup procedures across the cluster.
• Maintain the integrity of data flowing into the IT systems and correct errors at the source for all properties.
• Develop the usage of IT systems to enhance management reporting and efficiency across the cluster.
• Ensure a business continuity plan is established and tested for all parts of the business.
• Implement and exploit telephony services to meet minimum defined standards.

• Ensure guests’ IT queries are managed to defined standards with minimal risks, improving guest satisfaction according to established criteria.
• Ensure brand standards are communicated and maintained for guest and business services in relation to IT offerings.
• Consistently promote the brand and encourage the use of the brand by IT suppliers.

• Ensure ownership of all hotel data and ensure that data is backed up in a timely manner.
• Identify and ensure all hotel data has ownership and accountability within the organization.
• Ensure that hotel data is secured and in line with stated standards and best practices.
• Ensure access control is in line with stated standards and best practices.

• Ensure regular self-evaluations of IT practices are completed and communicated.
• Manage local implementation projects and monitor local vendors and/or local representatives of global/area vendors.
• Adhere to the hotel’s security and emergency policies and procedures.

• Proven experience in a senior IT leadership role within the hospitality industry, with a track record of driving operational success.
• Strong leadership and team management skills, with the ability to drive performance and inspire high levels of team member engagement.
• Excellent communication and interpersonal skills, with the ability to manage relationships with owners, stakeholders, and staff.
• Proficiency in English and Vietnamese; additional languages are a plus.

Hilton