As the Global Operations Systems Manager at our Global Office, you are at the forefront of our mission to develop a cutting-edge technology ecosystem that underpins our global operations. This role involves acting as the business owner of all global operational systems, including the Property Management System (PMS), Wellness and Spa, Guest Services, Food and Beverage bookings platforms, and other key systems.
This includes supporting the global rollout of systems, maintaining system integrity, driving adoption rates, delivering consistent training and support, troubleshooting issues, capturing business requirements, and contributing to the evolution of the operational infrastructure to enhance the guest experience. Your expertise will be instrumental in extracting maximum value from our technology infrastructure!
Primary 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.
* Provide application support to various stakeholders for escalated and major issues.
* 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.
* Oversee the support process, which is managed by Vendor Support and Belmond IT Global Help Desk.
* Troubleshoot system defects and work with the appropriate vendors and teams to resolve.
* Work closely with property operations to improve system usage and workflow to drive operational efficiency and guest experience.
* Knowledge of JSON and HTML is required.
* 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
* Hospitality experience is strongly recommended.
* Solid experience of major systems such as PMS, POS, Guest Services Systems, etc. Knowledge of HMS Infor, Alice and/or Silverware will be a plus.
* Understanding of dependencies and other integrated systems to PMS and other global operations systems.
* Experience in analysing, reviewing, and documenting business processes and requirements.
* Providing application support to stakeholders like reservations, revenue, sales, marketing, and on-property teams.
* Managing the support process, including ticket logging, prioritization, and resolution.
* Strong communication and interpersonal skills.
* Problem-solving abilities for troubleshooting system defects.
* Project management skills for overseeing system developments.
Benefits
What We Offer
At Belmond, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests.
We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you’ll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities and each other.
This is your moment. Apply today!
About Us
Belmond was born from a passion for connecting discerning travellers with the world’s most remarkable properties, locations and journeys. From hotels and trains to river cruises and safari lodges, Belmond’s Slow Luxury invites guests to discover a new pace of travel as they savour time, engage with local culture, and connect with nature and people around them through incomparable experiences and unforgettable stories. With a legacy spanning over 45 years, since the acquisition of Hotel Cipriani in Venice in 1976, Belmond has grown into a global collection of 43 properties spread across 24 countries and territories. Exceptional destinations connected by legendary journeys are the very soul of Belmond, where the path that brings you to a place is as important as the destination itself. A pioneer of slow travel, Belmond has been operating the Venice Simplon-Orient-Express since 1982. Belmond later expanded to include pristine beach resorts, such as Maroma on the Riviera Maya, historic hideaways such as Villa San Michele in the Florentine foothills, urbane icons, such as Copacabana Palace in Rio de Janeiro, and gateways to UNESCO world heritage sites, such as Hotel das Cataratas in Brazil’s Iguassu National Park. As proud custodians of storied properties, Belmond is committed to building on the past to create a new legacy: the heritage of the future. Working with communities and local talents, together with the world’s most respected chefs, designers and artists, Belmond continues its purpose of perpetuating the legendary art of travel. Since 2019, Belmond has been part of the world’s leading luxury group, LVMH (Moët Hennessy Louis Vuitton).