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

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.

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.

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.

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.

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.

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.

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.

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