IT Manager

Job Purpose

The IT Manager is responsible for managing and maintaining the hotel's IT infrastructure, systems, applications, and technology services to ensure seamless hotel operations and an exceptional guest experience. The role ensures the reliability, security, and performance of all technology systems in accordance with the hotel's luxury service standards, corporate IT policies, and applicable regulatory requirements.

The IT Manager works closely with hotel management, department heads, corporate IT, and external service providers to ensure that technology supports operational excellence, business continuity, guest satisfaction, and the protection of confidential information.

2. Key Responsibilities

A. IT Operations and Infrastructure

• Oversee the daily operation and maintenance of IT infrastructure, including servers, networks, Wi-Fi, workstations, telephony, and related equipment.
• Ensure the continuous availability and reliability of systems supporting guest services and hotel operations.
• Monitor system performance, troubleshoot technical issues, and coordinate timely resolution to minimize disruption.
• Maintain IT asset inventories, software licenses, technical documentation, and preventive maintenance schedules.
• Ensure reliable connectivity and technology services across guest rooms, public areas, restaurants, meeting facilities, and back-of-house departments.

B. Hospitality Systems and Guest Experience

• Manage and support hotel systems, including Property Management Systems (PMS), Point of Sale (POS), payment systems, guest Wi-Fi, and other hospitality applications.
• Coordinate with Front Office, Food & Beverage, Finance, Reservations, and other departments to ensure technology meets operational requirements.
• Ensure that technology-related guest complaints are handled promptly, professionally, and with appropriate confidentiality.
• Coordinate system upgrades, integrations, and implementations with corporate IT and approved vendors.
• Support digital guest services and technology initiatives that enhance the luxury guest experience.

C. Cybersecurity and Data Protection

• Implement and monitor IT security controls in line with corporate policies and applicable Saudi regulations.
• Protect guest, employee, financial, and business information against unauthorized access, loss, or disclosure.
• Manage user access, permissions, endpoint protection, network security, and system updates.
• Ensure regular data backups and conduct periodic recovery tests.
• Coordinate the investigation and reporting of cybersecurity incidents and implement corrective actions.
• Promote information security awareness and compliance among hotel employees.

D. IT Service Delivery and User Support

• Oversee IT helpdesk services and ensure timely resolution of technical incidents and service requests.
• Establish clear processes for incident logging, prioritization, escalation, and follow-up.
• Provide responsive support to hotel management and operational departments, including during critical guest-facing incidents.
• Coordinate IT onboarding and offboarding requirements, including user accounts, system access, and equipment allocation or recovery.
• Maintain a professional, service-oriented approach consistent with the hotel's luxury hospitality standards.

E. Vendor, Budget, and Asset Management

• Manage relationships with IT vendors, software providers, telecommunications companies, and service contractors.
• Monitor vendor performance and ensure compliance with contractual obligations and agreed service levels.
• Prepare and monitor the IT budget in coordination with Finance and hotel management.
• Review technology procurement requirements and ensure purchases follow approved procurement procedures.
• Identify opportunities to optimize costs without compromising system reliability, security, or guest experience.

F. Business Continuity and Compliance

• Maintain IT business continuity and disaster recovery plans in coordination with hotel management and corporate IT.
• Conduct periodic tests of backup and recovery procedures.
• Maintain accurate IT records, system documentation, licenses, and audit evidence.
• Support internal and external IT audits and ensure timely completion of corrective actions.
• Ensure compliance with applicable regulations, company policies, and information security requirements.

G. Leadership and Stakeholder Management

• Supervise and develop IT team members, where applicable.
• Establish clear responsibilities, priorities, and performance expectations.
• Work collaboratively with department heads to identify operational technology requirements and resolve recurring issues.
• Coordinate with corporate IT on system standards, security requirements, projects, and technical support.
• Provide regular updates to hotel management on system performance, risks, incidents, and improvement initiatives.

H. Projects and Continuous Improvement

• Lead or coordinate technology implementations, system upgrades, and infrastructure improvement projects.
• Support hotel openings, renovations, and operational changes involving IT systems.
• Evaluate new technologies that can improve guest services, operational efficiency, and information security.
• Identify opportunities to automate processes and improve system integration and service delivery.

3. Qualifications and Experience

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum of five years of relevant IT experience, preferably within luxury hotels or internationally branded hospitality properties.
• Previous experience in an IT management or supervisory position is preferred.
• Practical experience with hotel PMS, POS, payment systems, hotel networks, and hospitality applications.
• Strong knowledge of IT infrastructure, cybersecurity, data protection, and disaster recovery.
• Experience managing technology vendors, budgets, projects, and service-level agreements.
• Relevant professional certifications, such as ITIL, Microsoft, Cisco, or cybersecurity certifications, are an advantage.

4. Required Competencies

• Strong technical knowledge and troubleshooting capabilities.
• Excellent leadership, communication, and stakeholder management skills.
• Strong service orientation and commitment to luxury hospitality standards.
• Ability to prioritize competing operational requirements and respond effectively to urgent incidents.
• Sound judgment, accountability, and decision-making skills.
• High standards of confidentiality, integrity, and professionalism.
• Effective communication in English; Arabic is an advantage.

5. Key Performance Indicators

• Availability and reliability of critical hotel IT systems.
• Timeliness of incident response and resolution.
• Guest and internal customer satisfaction with IT services.
• Compliance with cybersecurity policies and completion of security reviews.
• Successful completion of backup and disaster recovery tests.
• IT expenditure against the approved budget.
• Timely delivery of IT projects and system upgrades.
• Accuracy of IT asset records and software license compliance.
• Completion of preventive maintenance and audit corrective actions.

6. Working Relationships

**Internal:**General Manager, Corporate IT, Executive Committee, department heads, Finance, Human Resources, Front Office, Food & Beverage, Housekeeping, Engineering, and other hotel departments.

**External:**Technology vendors, software providers, telecommunications companies, IT service providers, and external auditors.

7. General Responsibilities

• Maintain strict confidentiality of guest, employee, and company information.
• Comply with hotel policies, procedures, and applicable legal requirements.
• Maintain professional conduct and promote teamwork across all departments.
• Perform other reasonable duties related to the position as assigned by authorized management.