Sr. IT Manager, Enterprise Applications

Join the Ritz-Carlton Yacht Collection: Where Every Voyage is a Symphony of Luxury

Embark on an extraordinary journey with the Ritz-Carlton Yacht Collection, an exquisite extension of the renowned Ritz-Carlton brand, dedicated to redefining ultra-luxury hospitality at sea. As a "Lady or Gentleman" of our esteemed team, you'll be entrusted with the art of delivering the impeccable "Gold Standards" that have made the Ritz-Carlton an epitome of excellence across the globe.

The Essence of Excellence: The Gold Standards
The Gold Standards are the bedrock of the Ritz-Carlton experience, setting us apart in the industry and establishing a legacy of unparalleled service. These standards embody the values and culture that define our brand, and serve as the compass guiding our every endeavor.

The Employee Promise

At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests. By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company. The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and the Ritz-Carlton Mystique is strengthened.

Join us on a journey where every day is a testament to the highest standard of luxury and service. Apply now and be part of an unparalleled legacy in hospitality.

Job Summary

As a senior IT Manager of Enterprise Applications, you will oversee enterprise systems' efficient functioning and continuous improvement while leveraging technical expertise to enhance system performance, integration, and user experience. This role combines management duties with hands-on technical tasks to ensure their seamless operation and the delivery of superior customer service. You will work closely with various teams to ensure optimal utilization of resources and exceptional customer service. Your primary responsibility will include ensuring the reliability, security, and performance of these systems, working closely with IT teams, vendors, and stakeholders to meet organizational goals and enhance customer satisfaction.

Essential Functions

• Manage the day-to-day operations of the Reservation system and other enterprise applications, ensuring their smooth functioning, user management, access controls, and system configurations while ensuring optimal performance and minimal downtime.
• Ensure seamless data flow and process automation through effective use of APIs and other integration technologies.
• Support design and development of integration solutions to connect the reservation systems with other business applications (e.g., CRM, ERP, payment gateways).
• Oversee system upgrades, patches, and enhancements, collaborating with IT teams or vendors as necessary.
• Conduct regular maintenance activities, such as updates and patches to ensure system stability and security.
• Monitor system performance and address any issues or downtime promptly to minimize disruptions.
• Identify opportunities to streamline reservation processes and enhance system efficiency.
• Regularly review and update reservation procedures to align with industry standards and organizational goals.
• Identify and collaborate with business and IT stakeholders to implement security measures and protocols to safeguard reservation systems and customer data against cyber threats, unauthorized access, and breaches.
• Serve as a point of contact for resolving complex system-related inquiries or issues.
• Provide technical support and assistance to users, resolving system-related inquiries, issues, and escalations in a timely and efficient manner.
• Generate reports on reservation performance, utilization rates, and customer feedback.
• Use insights from data analysis to make informed decisions and implement strategies for optimization.
• Liaise with vendors or service providers to address system-related issues.
• Monitor vendor performance and adherence to service level agreements (SLAs), taking corrective actions when necessary.
• Ensure a high level of customer satisfaction by addressing inquiries, feedback, and complaints related to reservations promptly and professionally.

CompetencyEducation

• Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field

Skills & Experience

• Technical proficiency in enterprise-level applications, reservation software, databases, and programming languages (e.g., Java, Python, C#) preferred
• Proven experience (7+ years) and strong technical proficiency in managing reservation systems, preferably in hospitality, travel, or related industries
• Background in the Cruise Industry is strongly preferred, however, equivalent travel industry (Hotel, Airline) or the Marine Industry (Military, Merchant Marine, etc.) will be considered
• Experience with system integration, API development, and data management
• Proficiency with standard database tools, Microsoft SSMS, and Visual Studio
• Excellent analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions
• Ability to analyze complex issues, prioritize tasks, and implement effective solutions
• Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams and external partners
• Demonstrated leadership abilities and the capacity to manage projects from conception to completion
• Detail-oriented mindset with a commitment to accuracy and quality
• Flexibility to adapt to changing priorities and work under pressure in a fast-paced environment
• Experience with ITIL and processes such as incident, request, change, configuration, and problem
• Knowledge of security best practices and regulatory compliance requirements
• Understanding of change management, process improvement, and organizational analysis
• Self-motivated with the ability to work independently, including remotely

The Ritz-Carlton Yacht Collection is an Equal opportunity, inclusive employer and will consider all applicants for employment with the Company on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.