Job Description

Key Responsibilities

1. IT Operations & Infrastructure Management

• - Oversee all hotel IT systems including network infrastructure, servers, PMS, POS, Wi-Fi, telephony, and guest-facing technologies

• - Ensure 24/7 system availability and minimal downtime across all business-critical systems

• - Manage preventive maintenance and lifecycle management of IT assets

• - Ensure seamless integration between all hotel systems and platforms

2. Guest Technology Experience

• - Ensure flawless performance of guest-facing systems (high-speed Wi-Fi, in-room technology, mobile check-in, smart room controls)

• - Support digital guest journey initiatives such as mobile apps, digital concierge, and contactless services

• - Resolve guest technology issues with speed, discretion, and minimal disruption

• - Continuously enhance in-room and digital experience innovation

3. Cybersecurity & Data Protection

• - Ensure robust cybersecurity frameworks are in place to protect guest and business data

• - Implement firewalls, encryption, access controls, and monitoring systems

• - Ensure compliance with data privacy regulations (local laws + IHG standards)

• - Conduct regular security audits and vulnerability assessments

4. Systems Management & Support

• - Manage Property Management System (PMS), Point of Sale (POS), and back-office systems

• - Ensure seamless integration across Rooms, F&B, Spa, and Finance systems

• - Provide technical support to all departments with minimal operational disruption

• - Coordinate with vendors for system upgrades and troubleshooting

5. Project Implementation & Innovation

• - Lead IT aspects of hotel renovations, upgrades, and pre-opening projects

• - Implement new technologies to enhance guest experience and operational efficiency

• - Evaluate and introduce emerging hospitality tech (AI, IoT, automation, smart rooms)

• - Ensure projects are delivered on time, within scope, and aligned with brand standards

6. Vendor & Stakeholder Management

• - Manage relationships with IT vendors, service providers, and telecom partners

• - Ensure service level agreements (SLAs) are met consistently

• - Collaborate with corporate IT teams and ownership stakeholders

• - Coordinate with all hotel departments to understand technology needs

7. Financial Management

• - Develop and manage IT budgets (CAPEX and OPEX)

• - Optimize costs while maintaining system reliability and performance

• - Provide business cases for technology investments and upgrades

• - Monitor licensing, subscriptions, and vendor contracts

8. Training & Support

• - Train hotel staff on IT systems and digital tools

• - Provide user support and troubleshooting guidance

• - Ensure departments are fully enabled to use systems efficiently

9. Compliance & Risk Management

• - Ensure compliance with IHG IT standards and audit requirements

• - Maintain disaster recovery and business continuity plans

• - Conduct regular system backups and recovery testing

• - Support incident response for IT-related disruptions

Key Skills & Competencies

• - Strong technical expertise in hospitality IT systems

• - Cybersecurity awareness and risk management capability

• - Problem-solving and incident management under pressure

• - Strong stakeholder and vendor management skills

• - Ability to translate technical solutions into business value

• - High attention to detail and operational reliability mindset

Qualifications & Experience

• - Bachelor’s degree in Information Technology, Computer Science, or related field

• - 5–8+ years of IT experience, with at least 2–3 years in hotel or hospitality IT management

• - Experience with PMS (Opera or similar), POS systems, and hospitality platforms

• - Knowledge of networking, cybersecurity, and cloud systems

Preferred Experience

• - Pre-opening hotel or resort IT setup experience

• - Experience in luxury or ultra-luxury hotel environments

• - Exposure to smart room technologies, IoT, and guest-facing digital platforms

Key Performance Indicators (KPIs)

• - System uptime and availability (PMS, network, POS, Wi-Fi)

• - Incident response and resolution time

• - Cybersecurity compliance and audit results

• - Guest satisfaction related to technology experience

• - IT cost efficiency and budget adherence

• - Successful delivery of IT projects and upgrades

Regent Brand Lens (Differentiation)

• Technology must be invisible, seamless, and frictionless

• Enable intuitive luxury experiences without disrupting guest calm

• Ensure systems support anticipatory, personalized service delivery

• Balance cutting-edge innovation with discreet operational elegance

• IT is not support—it is a silent enabler of luxury storytelling