Key Responsibilities
* Support the pre‑opening phase of Mandarin Oriental Hotel Group for Cortina d'Ampezzo, ensuring the full deployment and readiness of all IT systems prior to opening.
* Oversee daily IT operations, providing first‑line support to colleagues and second‑line support to guests, ensuring seamless and timely resolution of technical issues.
* Coordinate the installation, configuration, and testing of all hotel IT infrastructure, including servers, endpoints, network devices, and guest‑facing technologies.
* Ensure all systems are fully operational in line with opening timelines, brand standards, and guest experience expectations.
* Ensure full alignment with Mandarin Oriental corporate IT standards, policies and procedures, working in close coordination with the Cluster IT function across Lago di Como and Cortina.
* Support the standardisation of systems, cybersecurity protocols and operational processes across the cluster.
* Act as the key on‑property IT contact for corporate teams, vendors and ownership representatives.
IT Operations & Pre‑Opening Setup
* Support the pre‑opening phase of Mandarin Oriental Hotel Group for Cortina d'Ampezzo, ensuring the full deployment and readiness of all IT systems prior to opening.
* Oversee daily IT operations, providing first‑line support to colleagues and second‑line support to guests, ensuring seamless and timely resolution of technical issues.
* Coordinate the installation, configuration and testing of all hotel IT infrastructure, including servers, endpoints, network devices and guest‑facing technologies.
* Ensure all systems are fully operational in line with opening timelines, brand standards and guest experience expectations.
Cluster Alignment & Governance
* Ensure full alignment with Mandarin Oriental corporate IT standards, policies and procedures, working in close coordination with the Cluster IT function across Lago di Como and Cortina.
* Support the standardisation of systems, cybersecurity protocols and operational processes across the cluster.
* Act as the key on‑property IT contact for corporate teams, vendors and ownership representatives.
IT Infrastructure & Systems Management
* Monitor, maintain and optimise IT infrastructure, ensuring maximum uptime, performance and SLA compliance, particularly during peak seasonal operations.
* Manage and support core hospitality systems, including PMS, POS, VoIP and back‑office applications.
* Oversee telephony systems, including IP telephony, call routing and voicemail configuration.
* Troubleshoot network connectivity issues and perform configuration adjustments to ensure stable and secure connectivity across the property.
Seasonal Operations & Peak Management
* Ensure IT readiness and resilience during high‑demand winter and summer seasons, proactively identifying risks and implementing mitigation plans.
* Support rapid ramp‑up of systems and users at the beginning of each season, including onboarding of seasonal colleagues.
* Guarantee minimal downtime and business continuity during periods of high occupancy and operational pressure.
IT Team & Vendor Management
* Coordinate IT activities, including daily support, maintenance and project work, ensuring appropriate prioritisation.
* Manage relationships with external vendors and service providers, ensuring service quality, responsiveness and cost control.
* Support the development of junior team members and promote a culture of accountability, service excellence and continuous improvement.
Change Management & Projects
* Oversee IT projects, upgrades and system implementations, ensuring minimal disruption to operations.
* Manage change requests following corporate protocols, including testing, documentation, approvals and rollback procedures.
* Participate in pre‑opening project planning, including budgeting, timelines and resource allocation.
Cybersecurity & Compliance
* Ensure full compliance with Mandarin Oriental IT security standards, as well as local regulatory requirements (including GDPR and PCI DSS).
* Monitor system security, manage endpoint protection solutions and ensure timely patching and updates.
* Collaborate with corporate IT security teams on incident management, audits and remediation plans.
* Deliver IT security awareness training to colleagues and ensure adherence to internal policies.
Candidate Profile
Requirements
* Proven experience in a similar IT leadership or supervisory role, ideally within luxury hospitality or complex operational environments.
* Strong technical background in IT infrastructure, networking (LAN/WAN) and systems administration (Windows Server environments and virtualization).
* Experience with hospitality systems (PMS, POS, VoIP) is highly desirable.
* Familiarity with Audio Visual (AV) systems and event technology is a plus, particularly in a luxury resort context.
* Demonstrated ability to operate effectively in pre‑opening environments and/or seasonal operations.
* Strong problem‑solving skills and ability to manage multiple priorities under pressure.
* Excellent interpersonal and communication skills, with a service‑oriented mindset.
* Fluency in English is required; Italian is strongly preferred.
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