Job Description

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Job Summary

This role will be responsible for the oversight, execution, and continuous improvement of Property Technology operations across all Rosewood Hotel Group properties globally. This role will provide operational leadership, escalate and resolve complex issues, oversee technology-related special projects, and ensure successful implementation of new hotel openings and transitions. The role will closely collaborate with hotel IT teams, corporate stakeholders, and vendor partners to deliver seamless technology operations, ensuring alignment with Rosewood’s brand standards, business objectives, and guest experience expectations.

Key Responsibilities

Act as the central point of contact for all property technology operations globally.Provide oversight, guidance, and direct support to property IT teams for daily operations, ensuring systems are secure, stable, and performing optimally.Manage and resolve property-level escalations, including system outages, major incidents, and vendor disputes.Oversee IT operational risks, compliance, and security matters related to property technology environments.Monitor service performance, SLAs, and user satisfaction metrics, driving continuous service improvements.Ensure timely resolution of high-priority incidents and root cause analysis.Review and improve property technology SOPs, playbooks, and standards.Lead and support all technology related activities for new hotel openings, re-flags, de-flags, renovations, and special projects.Coordinate with property teams, vendors, and corporate functions to ensure timely and within-budget execution of technology projects.Oversee system procurement, configuration, testing, and handover for new openings and major upgrades.Support critical path planning, stakeholder alignment, and readiness reviews for property projects.Ensure property technology readiness is aligned with Rosewood brand and security standards.Build strong relationships with Managing Directors, GMs, Hotel Executive Teams, and Property IT Leaders.Partner with Finance, Operations, and other functional teams to support technology-driven business initiatives.Serve as an advisor to property leadership on technology matters, helping translate business needs into technology solutions.Foster a culture of collaboration, transparency, and service excellence across corporate and property IT teams.Drive global standardization of property technology platforms, processes, and policies.Capture evolving business requirements and translate them into technology solutions and enhancements.Monitor compliance with Rosewood’s IT policies, security requirements, and audit recommendations.Regularly review, assess, and report on property technology performance, risk, and opportunities.Provide leadership and mentoring to Property IT teams globally.Work with property and corporate leadership to identify training needs, develop IT talent, and implement succession plans.Support recruitment, onboarding, and development of Property Technology team members.Manage and review assigned budgets, costs, and capital expenditure in partnership with Finance.Actively contribute to technology transformation programs and strategic initiatives.Maintain an updated knowledge of hospitality technology trends, best practices, and innovations.Travel globally as needed to support operations, projects, and property visits.Perform other duties as assigned by senior leadership.

Required Skills and Qualifications

Proven experience in hotel technology operations and project management.Strong knowledge of hospitality systems (PMS, POS, Sales & Catering, Network, Infrastructure).Experience in supporting and managing multi-property IT environments.Strong leadership, problem-solving, and stakeholder management skills.Excellent verbal and written communication skills.Ability to manage multiple priorities in a fast-paced, complex environment.Experience in managing escalations and crisis situations effectively.High level of integrity, professionalism, and service orientation.

Education & Experience

Bachelor’s degree in Computer Science, Information Systems, or related field.10+ years of progressive experience in hotel IT operations and/or project management, with at least 3-5 years in a managerial or regional role.Experience in large hotel group environments with global/regional oversight preferred.Fluent in English (additional languages is an advantage).