Job Description

What’s the job?
As the Cluster IT Manager, you will play a pivotal role in ensuring the seamless operation of all IT systems across three properties— Regent Bali Canggu, Holiday Inn Canggu, and Holiday Inn Nusa Dua Reporting directly to the Director of Finance & Business Support, your responsibilities will span the installation, maintenance, and optimization of all hotel technology infrastructure. You will ensure that these systems operate securely, efficiently, and in alignment with IHG standards to drive operational excellence and enhance guest experience.

Your Day to Day:

Financial Return:

• System & Hardware Management Oversee the installation, operation, and maintenance of all hotel IT systems, ensuring optimal performance across all properties.
• Preventive Maintenance Ensure all systems are under proper service contracts with scheduled preventive maintenance.
• Technology Upkeep Stay updated on IHG-approved systems and technologies that can improve operational efficiency, including:
  • Front Office and Accounts Receivable Property Management Systems (PMS).
  • Back Office Accounting Systems, Point of Sale (POS) systems, Voicemail, Call Accounting, PABX, Electronic Door Locking systems.
  • Hotel security systems, including IT security, firewall management, and anti-virus protocols.
  • Other office automation tools, internal and external communication systems, and hardware management (PC, LAN, cabling, switches).
• System Configuration & Performance Manage configuration files, monitor system performance, and address any issues promptly to ensure system efficiency and uptime.
• Vendor Coordination Serve as the main point of contact for all external vendors related to IT services and systems.
• Documentation & Reporting Provide monthly reports to the Director of Finance & Business Support, maintaining an up-to-date list of IT infrastructure, progress on projects, and any issues or performance anomalies.
• Disaster Recovery Establish, test, and communicate disaster recovery procedures. Ensure backups are performed regularly and meet IHG’s security requirements.
• Security & Access Control Administer user IDs and access permissions, ensuring the highest standards of security for both data and hardware across all properties.

Guest Experience:

• Enhance Guest Experience Ensure that all IT systems are fully functional, supporting the guest experience by facilitating smooth operations at all touchpoints—check-in, POS, communication systems, and in-room technology.
• Guest Interaction Respond to guest and staff inquiries about technology or systems, ensuring solutions are provided in a timely manner.
• Staff Training & Support Oversee the training of hotel staff on IT systems, ensuring that they are well-equipped to use systems efficiently and provide optimal service to guests.
• Service Optimization Actively seek and implement improvements to technology to better serve guest needs and enhance their stay.

Responsible Business:

• CSA Implementation Lead the implementation and auditing of the Control Self-Assessment (CSA) to ensure 100% compliance with IHG’s IT & Systems standards.
• Cost Management Work with the Director of Finance & Business Support to manage departmental budgets, identifying opportunities for cost-saving and efficiency improvements.
• Compliance & Security Maintain compliance with IHG corporate policies, local regulations, and industry best practices, ensuring that all systems meet internal and external security standards.
• Continuous Improvement Keep informed of new technology trends and developments, attending industry events, seminars, and workshops to bring new insights and improvements to the hotels.
• Vendor Management Oversee relationships with third-party vendors, ensuring that services are in line with hotel needs and IHG standards.

What You’ll Bring:

• IT Expertise Solid experience in IT management, preferably in a multi-property or hotel environment.
• Technical Proficiency In-depth understanding of IT systems, hardware management, software applications, and security protocols.
• Problem-Solving Skills Strong analytical skills to troubleshoot and resolve IT issues quickly and effectively.
• Leadership Ability to lead, train, and motivate IT teams across multiple locations.
• Customer-Focused Excellent communication and interpersonal skills to collaborate with hotel staff, guests, and external vendors, ensuring that IT systems support a superior guest experience.
• Adaptability Ability to manage multiple priorities and projects across properties, responding to the unique needs of each location.

Requirements: Bachelor’s degree in IT, Computer Science, or related field.

• 5+ years of IT management experience, preferably in hospitality or multi-property environments.
• Experience with hotel IT systems like Property Management Systems (PMS), Point of Sale (POS), and Call Accounting.
• Knowledge of IT security, networks, system backups, and recovery.
• Proficiency in managing Windows/Linux systems, LAN/WAN networks, and network security.
• Experience with cloud systems, virtualization, and database management.
• Strong problem-solving skills for IT hardware/software issues.
• Experience in disaster recovery and business continuity planning.Ability to lead and manage IT teams across multiple properties.
• Experience training staff on IT systems and best practices.
• Strong communication skills with the ability to work with different teams and vendors.
• Ability to manage multiple tasks and projects at once.