Portfolio IT Executive

Job Purpose

To ensure the smooth functioning of all hotel IT systems, hardware, software, networks, and communication systems. The IT Executive will provide day-to-day technical support to hotel colleagues, maintain system security, troubleshoot technical issues, and ensure compliance with IHG IT standards and procedures to support efficient hotel operations and a seamless guest experience.

Key Responsibilities

1. IT Operations and Technical Support

• Maintain and troubleshoot computers, laptops, printers, servers, network devices, Wi-Fi, and other IT equipment.
• Provide timely technical support to hotel colleagues and resolve hardware and software issues.
• Ensure the smooth functioning of hotel systems, including Property Management Systems (PMS), Point of Sale (POS), email, and other business applications.
• Monitor system performance and escalate unresolved technical issues to the IT Manager or relevant service provider.

2. Network and Infrastructure Management

• Monitor hotel LAN/WAN, Wi-Fi connectivity, switches, routers, firewalls, and cabling.
• Ensure the availability and proper functioning of IT infrastructure across hotel departments.
• Maintain updated records of network devices, IT assets, and system configurations.

3. Information Security and Compliance

• Follow IHG IT security policies, data protection guidelines, and access control procedures.
• Maintain antivirus and endpoint security updates and support regular system patching.
• Ensure secure access to IT rooms and equipment.
• Support PCI DSS compliance, information security audits, and closure of audit observations.
• Maintain confidentiality of guest, colleague, and business information.

4. Backup and Business Continuity

• Perform and monitor regular data backups as per established procedures.
• Assist in testing backup restoration and disaster recovery arrangements.
• Report system failures, security incidents, and potential data loss risks immediately.

5. IT Asset and Vendor Management

• Maintain an updated inventory of IT hardware, software, licenses, and accessories.
• Track IT equipment allocation, repairs, warranties, and replacements.
• Coordinate with external vendors and service providers for maintenance and technical support.
• Assist in preventive maintenance and ensure timely resolution of service requests.

6. Documentation and Training

• Maintain IT logs, incident registers, maintenance records, and system documentation.
• Assist in implementing IT Standard Operating Procedures (SOPs) and brand standards.
• Guide hotel colleagues on basic troubleshooting, system usage, cybersecurity, and data security practices.
• Support IT audits, system upgrades, and new technology implementations.

7. Guest and Business Support

• Ensure prompt resolution of technology-related issues affecting guest services and hotel operations.
• Provide IT support during peak operational hours and critical hotel activities.
• Coordinate with Front Office, Food & Beverage, Finance, Sales, and other departments to ensure uninterrupted business operations.

Qualifications and Experience

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 2–4 years of experience in IT support, IT operations, or a similar role; hotel industry experience will be preferred.
• Basic knowledge of computer hardware, software troubleshooting, Windows operating systems, networking, LAN/WAN, and Wi-Fi.
• Familiarity with PMS, POS, email systems, antivirus software, backups, and IT security practices.
• Good communication, problem-solving, coordination, and documentation skills.
• Ability to work in a hospitality environment and respond to operational IT requirements as needed.

Key Competencies

• Technical troubleshooting and problem-solving
• Customer service orientation
• Attention to detail
• Teamwork and collaboration
• Time management and responsiveness
• Information security awareness
• Willingness to learn and adapt to new technologies

IHG Values – True Hospitality

• True Attitude: Demonstrate care and a positive approach while supporting colleagues and guests.
• True Confidence: Apply technical knowledge effectively and professionally.
• True Listening: Understand user requirements and identify the root cause of issues.
• True Responsiveness: Resolve IT issues promptly to minimize disruption to hotel operations.