IT Manager

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.