Job Description

OF ROLE

The IT Executive supports the IT Manager in maintaining the hotel’s technology infrastructure and ensuring that all IT systems, applications and services operate effectively and reliably.

The role provides day-to-day technical support to colleagues across the hotel, ensuring technology enables rather than interrupts the guest and team experience. The IT Executive will troubleshoot hardware, software and connectivity issues, support hotel technology systems and assist with IT projects, system implementations and preventive maintenance.

The role plays an important part in maintaining a secure, stable and responsive technology environment across the hotel.

MAIN DUTIES & RESPONSIBILITIES

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

GENERAL DUTIES

• Provide day-to-day technical support to hotel colleagues for hardware, software, network and connectivity issues.

• Respond to IT service requests and incidents in a timely and professional manner.

• Troubleshoot and resolve technical issues while minimising disruption to hotel operations.

• Support the installation, configuration and maintenance of computers, printers, telephones and other IT equipment.

• Assist with the maintenance of IT systems and infrastructure across the hotel.

• Maintain accurate records of IT assets, equipment and service requests.

• Escalate complex or critical technical issues to the IT Manager or relevant external support provider.

• Undertake any other duties or tasks deemed reasonable by the IT Manager or Management.

HOTEL SYSTEMS & APPLICATIONS

• Support the day-to-day operation of hotel technology systems, including Property Management Systems, Point of Sale systems, telephony, Wi-Fi and other operational applications.

• Assist with user access, account creation and system configuration in accordance with approved procedures.

• Support system upgrades, installations and testing as required.

• Work closely with hotel departments to understand their technology needs and provide practical solutions.

• Ensure technology systems supporting guest and operational services remain available and functional.

NETWORK & INFRASTRUCTURE

• Assist in monitoring hotel network performance and connectivity.

• Support the maintenance of network equipment, servers, wireless infrastructure and related technology.

• Conduct routine checks and preventive maintenance to minimise system downtime.

• Assist with backup procedures and ensure relevant IT systems are maintained in accordance with established requirements.

• Report network, hardware or infrastructure issues promptly to the IT Manager

IT SECURITY & COMPLIANCE

• Support the implementation of IT security policies and procedures.

• Ensure computers and devices are appropriately secured and maintained.

• Assist with software updates, security patches and antivirus protection.

• Maintain confidentiality and security of hotel, guest and colleague information.

• Follow corporate and hotel IT standards, policies and procedures.

• Report suspected security incidents or vulnerabilities immediately to the IT Manager .

PROJECTS & PRE-OPENING

• Support the implementation and testing of IT systems and infrastructure during pre-opening.

• Assist with the installation and deployment of workstations, printers, Wi-Fi, telephony, POS and other hotel technology.

• Support system testing and user training prior to hotel opening.

• Assist with IT-related projects, upgrades and system implementations.

• Work closely with vendors and contractors to ensure technology installations are completed according to agreed requirements and timelines.

GUEST EXPERIENCE & BRAND REPRESENTATION

• Understand that reliable technology is an essential part of delivering an exceptional guest experience.

• Respond promptly to technology issues affecting guests or guest-facing operations.

• Work closely with operational departments to minimise technology-related disruption to the guest journey.

• Represent NoMad professionally when dealing with colleagues, guests, vendors and external technology partners.

EXPECTATIONS:

The IT Executive is expected to:

• Always maintain a consistently professional demeanor.

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

• Always adhere to company policies and procedures, including IT security, data protection and compliance requirements.

• Demonstrate a proactive approach to identifying and resolving technology issues.

• Foster clear and effective communication with colleagues across all departments.

• Demonstrate patience, professionalism and a service-oriented approach when supporting users.

• Maintain a strong sense of ownership and accountability for assigned tasks.

• Champion company values and foster a collaborative and respectful working culture.

QUALIFICATIONS

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

• Minimum 2–4 years of experience in IT support or hotel technology operations, preferably within a hospitality environment.

• Knowledge of network infrastructure, hardware, software and troubleshooting.

• Experience supporting hospitality systems such as PMS, POS, telephony and Wi-Fi is advantageous.

• Basic knowledge of IT security, cybersecurity and data protection practices.

• Experience working with external IT vendors and service providers is advantageous.

• Strong troubleshooting, analytical and problem-solving skills.

• Good communication and interpersonal skills with a strong customer-service mindset.

• Ability to work in a fast-paced hotel environment and respond effectively to operational requirements.

• Willingness to work flexible hours, including weekends, public holidays or on-call support where required.