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Job Overview

Support the Technology Team in the management of the hotel’s computer systems, AV systems and equipment’s and the production of reports.

Ensure the highest standard of Customer Care and Service at all times.

Promote the desired work culture around our Winning Ways; Do the right thing, Show we care, Aim higher, Celebrate difference and Work better together.

Assist the IT Manager and Asst. IT Manager with general hotel and building minor maintenance and ensure that work is completed to a high standard within your established trade which meets the needs and expectations of our guests and colleagues.

Your day to day

FINANCIAL RETURNS:

Carefully utilizes the required spare parts and request items as needed only. Carefully evaluate the status of the existing parts before making the decision for replacement. However, any critical equipment must be maintained well with periodic parts replacement and updates.

PEOPLE:

Support the colleagues when and where they need your assistance.

Uses training and development resources to improve skills and abilities.

Actively Participate in the activities organized by the hotel.

GUEST EXPERIENCE:

•Carries out repairs and maintenance of all types of Technology systems, network, hardware and equipment’s such PC’s, Network, Wi-Fi, signage, in-house music system, paging system, telephone system, audio / video and projection equipment.

•Attends to events AV preparation and management before, within and after events starts.

•Carries out IT/AV equipment preventive and routine maintenance.

•Communicates with guests by telephone or in person to ensure that requests have been satisfactorily completed.

•Ensures a 10–15-minute response for all urgent support requests including guest requests.

•Reviews the Guest Satisfaction Monthly Tracking and participates in executing the plans to improve the score.

•Demonstrate service attributes in accordance with industry expectations and company standards to include: -

•Being attentive to guests

•Accurately and promptly fulfilling guest requests

•Understand and anticipate guest needs

•Maintain a high level of knowledge which will enhance the guest experience

•Demonstrate a service attitude that exceeds expectations

•Take appropriate action to resolve guest complaints

•Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers.

•Maintain a high level of product and service knowledge about hotel services and IHG hotels in your region.

RESPONSIBLE BUSINESS:

•Ensures that the IT/AV equipment’s, workshops and related areas are kept safe, clean and tidy condition.

•Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety

•Familiarize yourself with emergency and evacuation procedures

•Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of the Line Manager

•Attends to all Fire Life Safety Training Sessions when scheduled.

Typical Technology Responsibilities:

•understand all of the below Systems and using them with a limited access permission:

Property Management Systems

Back Office Accounting System

Point of Sales System

All operating systems (Novell, UNIX, MS-Windows Server including Active Directory, MS-Windows Client & DOS)

Sales & Catering System

Audio & video tools in room, public areas and banqueting rooms (Data Show, Sound System, CHM TV System, ITV, IPTV & CCTV system)

Hotel Inventory System

E-Mail System

Electronic Key System

PABX Programming

Call Accounting System

Voice Mail Programming

Digital Signage System

In-Room Entertainment Programming (Phone, Door Lock, Wifi, wired internet, Sound system & TV)

Payroll Personnel Timekeeping

Building Management Systems (Not the day-to-day running)

HSIA including Wi-Fi

ANTLabs Internet Management System

Networking and IHG security implementation

Central Audio and Video systems

To adapt the implementation of IHG initiative up to IHG standards

•Help the IT Manager to maintain a full up-to-date inventory for all hardware including Firewalls, Monitors, switches, Routers, active and passive network components etc including the telecommunications related computer equipment’s. Detailing Purchase date, Price, Serial Number, Model Number, expected replacement date and maintenance where applicable.

•Help the IT Manager to maintain a full up-to-date Software inventory including all operating systems backed up by the original licenses or invoice, detailing Software licenses, Purchase date, Price (where applicable), release number, and maintenance (where applicable)

•Help the IT Manager to maintain a full up-to-date inventory per PC, all Software applications installed including location and release number.

•Help the IT Manager to maintain a full up-to-date schematic diagram.

•Help the IT Manager to maintain a full up-to-date schematic diagram; identify all cabling routes and clear & exhaustive labelling.

•Help the IT Manager to maintain a full up-to-date diagram or listing identifying all patching information for the IT Patch Panel(s). (Fully documented)

•Responsible for deployment and maintain HSIA including wired and Wi-Fi where appropriate, as per brand requirements in order to generate revenue to the Hotel.

•Responsible for deployment and maintain ITV in order to generate revenue to the Hotel when it is brand appropriate.

•Technology/AV Technician must ensure that computer room & PABX room are locked & access restricted to authorized personnel.

•Technology/AV Technician must ensure that all critical equipment (Servers, Interfaces….) are protected by UPS & the UPS is connected to the Emergency Power Generator.

•Technology/AV must maintain a log for all problems and all maintenance calls.

•Technology Technician must apply the company access security according to the IT policy and procedure (Code of Practice, ISD Manual, HAM and Data Privacy policy)

•Technology/AV Technician must ensure all back-ups are done according to the company policy and procedure.

Typical AV Responsibilities:

•To maintain a high service standard and equipment’s and systems performance at function rooms.

•Maintain high availability whenever support is required.

•Full functionality test to be done prior any function and to be handed over to function in charge or organizer.

•Support the guests in connecting their devices to existing AV infrastructure.

•To coordinate with third party or outsourced equipment’s requests.

•To follow hotel policy in receiving and returning outsourced equipment’s.

•Immediate report of systems malfunctions to concerned support team and IT Manager or Asst. IT Manager.

•Follow up on next day functions preparation and coordinate if third party support is required or outsource equipment’s request.

ACCOUNTABILITY

Complete the scheduled and given tasks with minimum supervision.

Qualifications and requirements

•Bachelor's Certificate in Computer Science or IT or any related field

•1 year’s related experience or with computer set-up and troubleshooting

•Working knowledge of networks and operating systems and databases

•Strong analytical and problem-solving skills

•Knowledge in PCI DSS (Payment Card Industry Data Security Standards)

•Great communication skills

•A team player, proactive, responsible, hardworking and able to work under pressure

Languages required: English essential (Read, Write & Speak)

Able to carry out Support, repair and maintenance of all types of systems and equipment available within Technology Department and audio / video and projection equipment.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.