Portfolio IT Executive
IHG · India
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.