OVERVIEW OF ROLE

The IT Manager is responsible for overseeing the planning, implementation, maintenance and security of the hotel’s technology infrastructure.

This role ensures that all IT systems support operational excellence and enhance the guest journey. From front-of-house platforms to back-of-house systems, the role safeguards system reliability, data integrity and cybersecurity while enabling teams to operate efficiently and confidently.

The position works closely with property leadership and regional technology teams to ensure alignment with corporate standards and business objectives.

MAIN DUTIES & RESPONSIBILITIES

The main responsibilities of the IT Manager are summarised below; however the list is not exhaustive.

GENERAL DUTIES

• Oversee the daily operations of the hotel’s IT infrastructure, including network systems, servers, hardware and software platforms.

• Ensure reliable performance of property management systems, point-of-sale systems, telephony, Wi-Fi and other operational technologies.

• Monitor system performance, conduct preventive maintenance and implement upgrades as required.

• Provide technical support to all departments, resolving user issues efficiently to minimise operational disruption.

• Maintain system security protocols, user access controls and data backup procedures.

• Ensure compliance with corporate IT standards and certification requirements.

• Support the execution of system implementations, upgrades and technology refresh projects.

• Work closely with department heads to understand operational needs and recommend technology enhancements.

• Undertake any other duties or tasks deemed reasonable by the Director of Finance or General Manager.

LEADERSHIP AND MANAGEMENT

• Supervise and support IT team members where applicable.

• Provide guidance, coaching and development opportunities to enhance team capability.

• Coordinate with regional or corporate IT teams to ensure alignment with strategic objectives.

• Promote awareness of cybersecurity best practices across all departments.

• Ensure appropriate documentation of systems, procedures and configurations is maintained.

FINANCIAL PERFORMANCE & OPERATIONS

• Support budget planning for IT infrastructure, upgrades and capital expenditures.

• Monitor IT-related expenses to ensure cost efficiency and value optimisation.

• Evaluate vendor contracts and service agreements to ensure service quality and commercial prudence.

• Identify opportunities to enhance operational efficiency through technology solutions.

• Support leadership in technology-related investment planning and long-term infrastructure strategy.

GUEST EXPERIENCE & BRAND REPRESENTATION

• Ensure all guest-facing technology, including Wi-Fi and in-room systems, operates reliably and enhances the overall stay experience.

• Support seamless digital interactions across booking, check-in and guest services platforms.

• Maintain discretion and confidentiality in handling guest data and sensitive information.

• Uphold brand standards by ensuring technology infrastructure reflects professionalism, reliability and excellence.

EXPECTATIONS:

The IT Manager is expected to:

• Always maintain a consistently professional demeanor.

• Represent Hilton positively in all interactions with internal and external stakeholders.

• Always adhere to company policies and procedures, including IT governance, data protection standards, Health & Safety policies, HR guidelines and compliance trainings.

• Demonstrate strong ownership and accountability over all hotel technology systems.

• Effectively manage workload and priorities with sound judgment and discretion.

• Foster clear and effective communication across departments to ensure seamless IT support.

• Exhibit strong leadership skills to guide, support and develop team members where applicable.

• Champion company values and foster a collaborative and solutions-oriented culture.

QUALIFICATIONS

• Diploma or Degree in Computer Science, Information Technology or a related field.

• Relevant professional certifications (e.g., CompTIA, Cisco, Microsoft or equivalent).

• Strong knowledge of hospitality systems and IT operational best practices.

• Experience in network administration, cybersecurity and cloud-based solutions.

• Proven leadership and project management capabilities.

• Excellent troubleshooting, analytical and communication skills.