IT Supervisor

Ideally with a university degree or diploma in Information Technology, Information Systems, Computer Science, Computer Programming, or a related field. Relevant certifications in networking, systems administration, cybersecurity, or Microsoft technologies would be an advantage.

Minimum 2 years of relevant experience in Information Technology, preferably within a hotel or hospitality environment. Previous experience as an IT Coordinator, IT Technician, or similar role is preferred.

Good knowledge of computer hardware, software, networking, operating systems, hotel systems, and IT security practices. Strong troubleshooting, problem-solving, organizational, communication, and interpersonal skills are essential.

› Provides day-to-day technical support to hotel departments and employees to ensure the smooth and efficient operation of all IT systems and equipment.

› Assists authorized users with the operation and troubleshooting of hotel systems, computers, printers, networks, telephones, and other IT-related equipment.

› Monitors the performance and availability of the hotel's IT infrastructure, including servers, networks, Wi-Fi, workstations, and related systems.

› Coordinates the timely repair, replacement, and return to service of faulty IT systems and equipment.

› Performs regular system and data backups and ensures backup procedures are completed in accordance with hotel and company standards.

› Assists in restoring systems and data following hardware, software, or system failures.

› Coordinates and follows up on software issues, system faults, enhancement requests, and technical support cases with relevant vendors and service providers.

› Supports the implementation and maintenance of hotel systems, including Property Management Systems (PMS), Point of Sale (POS), interfaces, and other operational applications.

› Ensures appropriate IT security measures are maintained to prevent unauthorized access, data loss, malware, and other cybersecurity risks.

› Creates, modifies, and disables user accounts and system access in accordance with approved authorization procedures.

› Maintains accurate records of IT equipment, hardware, software, licenses, warranties, and system access.

› Supports system upgrades, installations, configurations, and implementation of new technologies.

› Ensures emergency and contingency procedures are in place to support hotel operations in the event of system or network failure.

› Provides technical assistance during internal and external audits when required.

› Liaises with hotel departments to understand operational requirements and provide appropriate IT solutions and technical support.

› Maintains accurate IT documentation, including system configurations, inventories, user access records, licenses, warranties, maintenance records, and technical procedures.

› Assists in maintaining and updating the Department Operations Manual, policies, procedures, and IT standards.

› Ensures all software licenses, subscriptions, and IT-related documentation are valid and up to date.

› Maintains an updated inventory of all IT assets and coordinates the issuance, transfer, and return of IT equipment.

› Monitors IT supplies, accessories, and consumables and coordinates replenishment when required.

› Maintains records of technical incidents, support requests, corrective actions, and recurring system issues.

› Coordinates with IT vendors and service providers for maintenance, repairs, technical support, and system requirements.

› Prepares IT reports and updates as required by management.

› Provides professional, courteous, and timely technical assistance to all employees and departments.

› Responds promptly to IT support requests and ensures appropriate follow-up until issues are resolved.

› Communicates technical information clearly and professionally to users with different levels of technical knowledge.

› Handles guest-related technology concerns, where applicable, in a courteous and efficient manner.

› Maintains positive and professional working relationships with colleagues, management, vendors, and external service providers.

› Supports employees in the effective use of hotel systems and technology and provides guidance or basic training when required.

› Supports the effective control and utilization of IT equipment, software, licenses, and other technology resources.

› Assists in obtaining quotations and evaluating IT equipment, services, and technology requirements when requested.

› Supports the preparation and monitoring of the IT budget by providing information on equipment, maintenance, licensing, and system requirements.

› Identifies opportunities to improve efficiency, reduce unnecessary costs, and extend the useful life of IT assets without compromising operational requirements or security.

› Ensures IT equipment and resources are properly maintained, safeguarded, and used appropriately.

› Maintains strict confidentiality and protects hotel, guest, employee, and business information at all times.

› Keeps up to date with developments in information technology, cybersecurity, hotel systems, and industry best practices.

› Ensures high standards of personal presentation and grooming in accordance with hotel standards.

› Demonstrates professional and responsible conduct at all times and positively represents the hotel.

› Responds effectively to changes in technology, hotel operations, and Information Technology requirements.

› Understands and complies with the hotel's Employee Handbook, policies, procedures, and standards, particularly those relating to data security, confidentiality, fire, health and safety, and emergency procedures.

› Attends training sessions, departmental meetings, and other meetings as required.

› Supports IT projects, system implementations, upgrades, and other technology initiatives as assigned.

› Carries out any other reasonable duties and responsibilities assigned by management.