Job Description

IT Operations & Infrastructure

• Act as the primary contact for servicing and maintaining hotel computer hardware and IT infrastructure.
• Ensure all IT systems and equipment are installed correctly and operate efficiently.
• Monitor the performance and availability of IT systems and infrastructure.
• Maintain computers, laptops, printers, servers, network equipment and other IT assets.
• Ensure preventive maintenance is carried out as required.
• Maintain accurate IT documentation, asset registers and system records.
• Regularly report IT performance, key issues and risks to the GM, Director of Finance & Business Support and Area IT Leader.
• Ensure minimal disruption to hotel operations due to IT-related issues.

Hotel Systems & Technology

Keep up to date with all IHG-approved systems and technology, including:

• LAN / WAN
• Wi-Fi
• Property Management System (PMS)
• Point of Sale (POS)
• Finance and accounting systems
• HR / payroll systems
• Time attendance systems
• PABX / telephony
• CCTV and security systems
• Door locking / access control systems
• IPTV and guest technology, where applicable
• Meeting room / audio-visual systems
• Other IHG-approved hotel applications and technology
• Ensure all systems are configured and maintained in accordance with IHG standards.
• Coordinate with IHG Corporate IT and Area IT teams for system implementation, upgrades and support.
• Ensure all approved systems are properly maintained and updated.

Hardware & Software Management

• Maintain hardware and software performance to agreed standards.
• Ensure operating systems and approved applications are properly installed and maintained.
• Monitor software licences and renewals.
• Ensure obsolete or unsupported software is identified and addressed.
• Maintain an accurate inventory of hardware and software.
• Evaluate technology requirements and recommend suitable solutions.
• Review vendor proposals and provide recommendations to management.

Network & Connectivity

• Manage and maintain LAN, WAN, Wi-Fi and internet connectivity.
• Ensure reliable guest and colleague Wi-Fi services.
• Monitor network performance and availability.
• Coordinate with internet and telecom service providers.
• Troubleshoot network connectivity issues.
• Ensure appropriate network security and access controls.
• Maintain appropriate segregation between guest, colleague and critical hotel networks.

Cybersecurity & Information Security

• Safeguard the hotel's IT infrastructure against cyber threats.
• Maintain IHG cybersecurity standards and controls.
• Ensure antivirus, endpoint protection and security updates are maintained.
• Manage user access, passwords and system permissions.
• Regularly review user access and ensure access is removed promptly when colleagues leave the hotel.
• Monitor suspicious activity and report security incidents.
• Conduct cybersecurity awareness sessions for colleagues.
• Ensure secure handling and protection of hotel, guest and colleague information.
• Maintain appropriate backup and recovery procedures.

PCI DSS Compliance

• Ensure compliance with PCI DSS (Payment Card Industry Data Security Standards)
• Maintain appropriate security controls for systems handling payment card information.
• Coordinate with Finance and relevant departments on payment system security.
• Ensure POS and payment-related systems are appropriately secured.
• Support PCI DSS audits and compliance assessments.
• Maintain required documentation and evidence of compliance.

IT Helpdesk & User Support

• Provide timely IT support to all hotel departments.
• Troubleshoot hardware, software, network and system issues.
• Prioritise issues that directly impact guests or hotel operations.
• Maintain an IT issue / helpdesk tracker.
• Ensure timely resolution and closure of IT incidents.
• Provide guidance to colleagues on the effective use of technology.
• Maintain a high level of internal customer service.

Knowledge Sharing & Training

• Share IT knowledge and expertise with the hotel team.
• Conduct IT induction and system training for new colleagues.
• Organise knowledge-sharing and awareness sessions.
• Train colleagues on basic IT troubleshooting and cybersecurity practices.
• Promote awareness of phishing, password security, data protection and responsible use of IT systems.
• Support departmental training on PMS, POS and other hotel applications where required.

Vendor Management

• Coordinate with IT vendors, service providers and contractors.
• Evaluate vendor proposals and provide recommendations to management.
• Monitor vendor performance and service levels.
• Coordinate AMC, maintenance and support contracts.
• Ensure timely renewal of software licences and IT support agreements.
• Ensure vendor access to hotel systems is appropriately controlled.
• Maintain records of IT contracts and vendor contacts.

IT Budget & Cost Control

• Support the preparation and management of the annual IT budget.
• Monitor IT expenditure against approved budgets.
• Control hardware, software, licence and maintenance costs.
• Review technology proposals from a cost-benefit perspective.
• Ensure appropriate approvals are obtained before IT purchases.
• Identify opportunities to improve efficiency and reduce technology costs.

IT Asset Management

• Maintain an updated IT asset register.
• Ensure all IT assets are tagged and properly recorded.
• Track allocation and movement of IT equipment.
• Conduct periodic physical verification of IT assets.
• Ensure proper handover and custody of IT equipment.
• Coordinate disposal of obsolete IT assets in accordance with IHG policies.

IT Responsibilities

For the opening of Holiday Inn Express Goa Morjim, the IT Manager will additionally be responsible for:

• Developing and executing IT plan.
• Coordinating IT requirements with the project, engineering and hotel teams.
• Coordinating installation and commissioning of IT infrastructure.
• Ensuring LAN, Wi-Fi and internet connectivity are ready before opening.
• Coordinating PMS, POS and other hotel technology implementations.
• Supporting installation of CCTV, access control and PABX systems.
• Coordinating with IHG Corporate IT and Area IT Leader.
• Conducting system testing and mock operations.
• Ensuring all critical IT systems are operational before opening.
• Preparing IT SOPs and emergency procedures.
• Conducting user training before hotel opening.
• Completing IT asset tagging and inventory.
• Supporting opening-related technology audits and readiness checks.

Business Continuity & Disaster Recovery

• Develop and maintain IT business continuity procedures.
• Ensure regular backups of critical systems and data.
• Test backup and recovery procedures periodically.
• Maintain disaster recovery plans for critical hotel systems.
• Provide immediate support during major IT outages.
• Participate in hotel emergency and crisis management exercises.

Compliance & Risk Management

Ensure compliance with:

• IHG IT policies, standards and procedures
• IHG cybersecurity requirements
• PCI DSS requirements
• Applicable Indian IT, cybersecurity and data protection requirements
• Software licensing requirements
• Hotel information security policies
• Internal and external IT audit requirements

Identify technology-related risks and ensure appropriate corrective actions are implemented.

People & Team Responsibilities

• Lead and support the hotel IT team.
• Allocate daily responsibilities and priorities.
• Monitor performance and productivity.
• Coach and develop IT colleagues.
• Identify training and development requirements.
• Build a responsive, service-oriented IT culture.
• Ensure adequate IT support for hotel operations.

Guest Experience

• Ensure technology supports a seamless guest experience.
• Maintain reliable guest Wi-Fi and guest-facing technology.
• Respond quickly to technology-related guest issues.
• Coordinate with Front Office and other departments to resolve guest technology concerns.
• Identify opportunities to improve guest experience through technology.

Reporting

Regularly report IT performance and key technology matters to:

• General Manager
• Director of Finance & Business Support
• Area IT Leader
• Relevant IHG Corporate IT teams

Reports should include, where applicable:

• System uptime
• IT incidents
• Critical outages
• Cybersecurity incidents
• IT projects
• Vendor performance
• IT expenditure
• Asset status
• Compliance status
• Outstanding IT risks

Key Performance Indicators

• IT system uptime and availability
• Network and Wi-Fi reliability
• IT incident resolution time
• Critical system downtime
• Cybersecurity compliance
• PCI DSS compliance
• IT audit performance
• Backup and disaster recovery compliance
• IT budget adherence
• Vendor performance
• IT asset accuracy
• User satisfaction
• Completion of IT milestones

What We Need From You

Education

• Diploma or Vocational Certificate in Computer Science, Information Technology or a related field.
• Bachelor's degree in IT / Computer Science or a related discipline will be an advantage.

Experience

• Minimum 4 years of relevant experience in computer setup, troubleshooting and IT operations.
• Previous IT experience in the hospitality industry is preferred.
• Hotel pre-opening experience will be an advantage.
• Experience with IHG systems and hotel technology will be preferred.

Technical Knowledge

• Working knowledge of computer networks.
• Working knowledge of operating systems and databases.
• Knowledge of LAN, WAN and Wi-Fi.
• Knowledge of PMS and POS systems.
• Knowledge of hardware and software troubleshooting.
• Knowledge of cybersecurity and information security.
• Knowledge of PCI DSS.
• Understanding of backup and disaster recovery processes.

Personal Competencies

• Strong analytical and problem-solving skills.
• Excellent communication skills.
• Strong customer-service orientation.
• Proactive and responsible approach.
• Team player with a collaborative mindset.
• Hardworking and dependable.
• Able to work under pressure.
• Strong attention to detail.
• Ability to prioritise and manage multiple tasks.
• Willingness to continuously learn new technology.

IHG True Hospitality

The IT Manager is expected to demonstrate:

True Attitude – Be approachable, helpful and service-oriented.

True Confidence – Demonstrate strong technical knowledge and take ownership of IT operations.

True Listening – Understand the needs of colleagues and guests and provide appropriate solutions.

True Responsiveness – Respond quickly to IT issues and minimise disruption to hotel operations.

What You Can Expect From Us

We give our people everything they need to succeed, including:

• Competitive salary and benefits
• Full uniform
• IHG colleague room discounts
• Learning and development opportunities
• Access to IHG training and technology resources
• Career growth opportunities within IHG Hotels & Resorts
• Employee wellbeing initiatives
• Inclusive and collaborative working environment
• Opportunity to be part of the pre-opening and growth journey of Holiday Inn Express Goa Morjim

Our Commitment

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work.

IHG Hotels & Resorts promotes a culture of trust, support and acceptance, welcoming different backgrounds, experiences and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment.

Through our myWellbeing framework, we are committed to supporting colleague wellbeing across health, lifestyle and workplace.

Join Holiday Inn Express Goa Morjim and become part of the IHG global family.