About the role
What’s the Job? The IT Manager is responsible for ensuring the reliable, secure and efficient operation of the hotel’s technology environment. The role combines hands-on technical support with a strong service mindset, working closely with all hotel departments, corporate IT teams and external suppliers. IT Operations & Hotel Systems Ensure the availability and performance of hotel IT systems. Provide hands-on support for hardware, software, networks and users. Maintain PMS, POS, payment systems, telephony, Wi-Fi, electronic keys and other hotel platforms. Monitor critical systems and proactively identify issues. Coordinate escalations with corporate IT and external suppliers. Support technology upgrades, implementations and hotel projects. Infrastructure, Networks & Connectivity Maintain servers, workstations, printers, mobile devices and IT equipment. Support LAN, Wi-Fi, VLAN, VPN and connectivity environments. Support Active Directory / Azure AD and Microsoft 365. Ensure appropriate backup and recovery procedures. Maintain accurate IT asset, licence and warranty records. Cybersecurity & Data Protection Ensure compliance with corporate IT security and data protection requirements. Manage user access and onboarding/offboarding processes. Support patching, antivirus, endpoint protection and vulnerability management. Promote cybersecurity awareness and escalate security incidents. Support PCI-DSS and other applicable compliance requirements. Guest & Colleague Technology Experience Provide approachable, patient and solution-oriented support, prioritising incidents according to their impact on guests, colleagues, revenue and operations. Identify recurring issues and implement solutions that improve the colleague and guest experience. Teamwork & Cross-Department Collaboration Build positive relationships with all hotel departments. Work closely with Front Office, F&B, Finance, Engineering, Sales & Marketing, Housekeeping and People & Culture. Understand departmental needs and identify how technology can improve efficiency. Vendor & Supplier Management Coordinate external IT suppliers and service providers. Monitor service levels and follow incidents through to resolution. Manage contracts, licences and technology services. Request and compare quotations when required. Work with Finance and leadership to optimise IT costs. Projects & Continuous Improvement Participate in technology projects and new system implementations. Coordinate testing, implementation, training and follow-up. Identify opportunities for automation and process improvement. Promote practical innovation that improves efficiency and guest or colleague experience. Financial Awareness Manage IT resources responsibly and cost-effectively. Support annual IT budget planning and expenditure monitoring. Control equipment, licences and maintenance agreements. Optimise costs without compromising security, reliability or service quality. People & Culture Lead by example through professionalism, empathy, patience and a positive attitude. Take ownership of problems, remain calm under pressure, communicate openly and share knowledge with colleagues. What we need from you Professional experience in IT support, systems administration, infrastructure or a similar hands-on role. Good knowledge of Microsoft 365 and Active Directory / Azure AD. Understanding of LAN, Wi-Fi, VLAN, VPN and basic network troubleshooting. Experience supporting hardware, workstations, printers and mobile devices. Knowledge of cybersecurity and user access management. Experience with ticketing and incident management. Strong troubleshooting, communication and interpersonal skills. Strong service orientation and ability to prioritise in a fast-paced environment. Spanish and English communication skills. Key Competencies Service mindset, teamwork, emotional intelligence, ownership, communication, problem solving, adaptability, curiosity, continuous learning, humility and a positive attitude.
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