Business Applications Analyst

• To support The Grand technology purpose of “Great Technology, Great Productivity, Great Service and Great Investments”.
• To implement and maintain The Grand Strategic Plan for Information Technology inclusive of all property level systems.
  • Business Applications
  • Communications
  • Education
  • Development
• To ensure our Associates are fully educated in the use of our Information Technology systems thus ensuring
  • maximization of Productivity and Efficiency
  • maximisation of Guest Satisfaction
  • maximisation of Profit and Return on investment for our owner
  • maximisation of features and functionality
• Manages Business Applications of the hotel and develops a continuous process of education for the operational users. Maintain professional relationships with the product vendors to maintain the Service Level Agreement and maximize service delivery and customer satisfaction.
• Specifically within the prescribed area of operations for the role.

Reporting Line

• Business Applications Manager

Specific Responsibilities

• Provides quality review and audit processes for the hotel in respect of all elements of the Business Application operation and works with the hotels on plans to improve usage of and productivity from these tools.
• Responsible for responding to the user’s requests for general help, troubleshooting, installation, upgrade and maintenance of all Business Applications.
• Is a source of information for the broader on best practices for usage of Business Applications hotel in terms of Business Applications and maintains information libraries and collateral to support propagation of these applications throughout the hotel. Provides on-going advice and recommendations
• Provide a second level of support for hotel business applications and liaise with vendors to support hotel service levels for technology.
• Responsible for all systems and data backup of Business Applications Databases and User’s data files. Undertakes periodic testing by restoring from the backup to verify data integrity as part of disaster recovery procedure.
• Constantly monitor and ensure maximum security of the Business Applications electronically/physically from any internal and/or external sources and establish effective disaster recovery contingency plan in case of system failure.
• Manage the upgrade path and deployment of features and functionality of Business Applications through effective patch management releases by the respective application vendor.

• Administer and monitor the user access activity log of network, applications servers and databases. Review system logs and application user log of any activities found to be not in compliance with the hotel policy and procedure and take action according to the policy.
• Enforce Information Technology policies/procedure with respect to Business Applications and the download/install/use of unauthorized Software and misuse of hotel IT resources.

• Develop the education process and programs required to provide associates with up to date and on-going usage of hotel Business Applications.
• Foster an education focused IT organization focused on delivering on-going productivity and efficiency from hotel Business Applications
• Develop and lead a team of Business Application champions from each application user group and schedule contact time on a monthly basis to build business relationships and professionalism with the operation.
• Identify the needs of training and education for the user group and develop a continuous process of improvement by learning from the Business Application champion in coordination with the PIE Department.
• Further the education of hotel technology resources through relevant courseware and education programs that increase the exposure and capabilities of the team.
• Attend Courses and IT Seminars in order to constantly update his know-how of the systems in use in the hotel and Information Technology in general.

• Maintain a professional relationship among the IT Team. Involve and identify the need for IT team assistance and work as a team. Replace each other’s responsibilities when instructed by the Head of IT.
• Maintain professional relationships between the hotel and the vendors with regards to the SLAs (Service Level Agreements) and Service Delivery.
• Monitor all Business Applications and Database Servers including Interface PCs and check logs for errors requiring attention; strive for zero error operations.

Capabilities & Competencies

• Maintain close contact with vendors and review product website for latest security and/or service patches and update all system to the latest releases recommended and certified by the application and platform vendors.
• Demonstrate sound knowledge on RDBMS, namely SQL, PMS/POS and operational applications in the Hospitality industry.
• Demonstrate expertise in a variety of the field’s concepts, practices, and procedures of The Grand. Relies on extensive experience and judgment to plan and accomplish goals.
• Communicate effectively with the head of IT, technical experts, hotel management and constantly advise on technological changes that may impact the hotel business plans both positively and negatively.
• Have and continue to keep up to date within the Information Technology from management, associate and customer point of view. Recommend developments in light of training and education on Business Applications to ensure maximum productivity and customer satisfaction.
• To have a broad understanding of the use, support and education of hotel management Business Applications, Desktop and Network Operating Systems to include; Windows NT, Windows 2000, Windows XP and ensure familiarity with the standard Business Automation application MS Office.
• Ensure confidentiality and reliability of data, information, and intellectual property.
• Deliver education programs focused on the hotel business applications
• Be involved with and have a broad understanding of the operational processes involved with the hospitality industry and align these with the technology platform.
• Be able to identify shortfalls in operational process and bring about solutions utilizing the existing technology platforms to achieve a better result.