IT Manager

Job Description

InterContinental Dominica Cabrits Resort & Spa is seeking an experienced IT Manager to oversee the resort's technology infrastructure and ensure secure, reliable, and efficient IT operations. The successful candidate will manage hotel systems, support users, strengthen cybersecurity, and lead technology initiatives that enhance operational performance and guest satisfaction.

Responsibility

Under the general guidance of the General Manager and within the limits of InterContinental Hotels Group policies and procedures, the IT Manager is responsible for ensuring that the hotel computer system(s) are installed and operating properly, that system security measures are in place, that the computer hardware is well maintained, that the system(s) are utilized to their maximum potential, and that new systems are installed to improve hotel efficiency and profitability, and adhere to hotel and IHG standards and guidelines.

Essential Duties and Responsibilities:

• Manage and monitor the operation of all computer hardware, ensure all systems are working and installed properly, and serve as the primary contact for servicing the computer hardware.
• Ensure that all systems are covered by the proper maintenance contracts and that preventive maintenance is performed as required.
• Continually keeps informed of IHG-approved systems and technology that may contribute to improve hotel efficiency, including, but not limited to:
  • Computer Hardware systems and devices including PC LAN technology.
  • Software operating and utility systems.
  • Front Office and Accounts Receivable Property Management Systems.
  • Interfaces to and from Front Office Property Management Systems and other Systems.
  • Back Office Accounting Systems.
  • PC and LAN based Office Automation products.
  • Internal and External Electronic Mail / Facsimile / Scanner software and communication tools.
  • Holidex Plus / Priority Club / Frequent Flyer Corporate databases.
  • Point Of Sale Systems.
  • Guest and Administration Voicemail.
  • Call Accounting.
  • PABX systems.
  • Cabling.
  • Hub / Switch Management Systems.
  • Electronic Door Locking Computer System.
  • Computer Virus protection.
  • Hotel IT Security and Firewalls
• Provide a monthly written progress report to the Director/Manager of Finance and Business Support, with copies to department heads.
• Maintain an up-to-date list of all computer hardware.
• Manages the configuration reports, job control languages, program files and data files on the computer system(s) to ensure maximum operating efficiency.
• Monitors the performance of the software and maintains a log book of performance report eg; through systems measurement facility/utility, error and integrity check reports, system malfunction and solutions.
• Installs and tests corporate approved program changes to the hotel computer system(s).
• Investigates and reports software problems to the vendor, or to the Regional, Area or Corporate Office.
• Understand all standard and IHG customized features and functions of the Hotel front office system, point of sale system, and call accounting system, including, but not limited to system security, system reports, manager functions, system utilities and user functions.
• Responsible for designating selected individuals for each IHG approved system that he/she will train so that these individuals can train the users.
• Trains the selected hotel staff to take on the major responsibilities during his/her absence.
• Establishes documents, test and communicates appropriate disaster recovery emergency procedures to follow when the hotel computer system(s) are inoperable.
• Ensures that all computer media saves and back-ups are completed, documented and stored per IHG specifications.
• Maintains uncompromising data and physical security standards.
• Controls the key/lock for computer room and ensures that the computer room fire protection, temperature control, and power requirements meet the IHG security specification as described in the IHG security system.
• Administer all user ID’s, passwords, and the most sensitive system utilities, secures all touchy resources and critical libraries.
• Under the direction of the Director/Manager of Finance and Business Support, administer all back-office user ID’s, passwords, security parameters and the most sensitive utility.
• Under the direction of the Director/Manager of Finance and Business Support, administer all back-office user ID’s, passwords, security parameters and the most sensitive utility.
• Maintains technical and user documentation, systems report, newsletters and announcements in a neat, orderly and secure fashion.
• Keeps informed of the latest, updated, changes, enhancement, and development in the hotel computer field by subscribing to periodicals and attending seminars, workshops or conferences held by IHG, computer companies or vendors.
• Performs special project/other duties as assigned by the Management, include but not limited to serve as a back-up in performing Financial Reporting to corporate office during the absence of Director/Manager of Finance and Business Support.
• Conduct “Self-Audit” of systems, security and emergency procedures according to the Hotel and Financial System Security Manuals and materials supplied by the Regional Manager of IT.
• Follows-up on all outstanding points from the latest EDP audit of his/her hotel.
• Coordinates purchase of program applications or enhancements to meet specific hotel needs only if these applications are not covered by existing standards prescribed by the corporate office.
• Demonstrate service attributes in accordance with industry expectations and company standards including:
  • Being attentive to Guests
  • Accurately and promptly fulfilling Guests requests
  • Anticipate Guests needs
  • Maintain a high level of knowledge which affects the Guest experience
  • Demonstrating a ‘service’ attitude
  • Taking appropriate action to resolve guest complaints
• Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers.

Customer Service

• Demonstrate service attributes in accordance with industry expectations and company standards including:
  • Being attentive to Guests
  • Accurately and promptly fulfilling Guests requests
  • Anticipate Guests needs
  • Maintain a high level of knowledge which affects the Guest experience
  • Demonstrating a ‘service’ attitude
  • Taking appropriate action to resolve guest complaints
• Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers.

General

• Comply with the Company’s Corporate Code of Conduct
• Familiarize yourself with the company Values and Model desired behaviour
• Perform tasks as directed by the manager in pursuit of the achievement of business goals

Experience and Qualifications

• Bachelor’s degree / higher education qualification / equivalent in Health / Safety
• Four years of hotel experience with two years in a management capacity, or an equivalent combination of education and work experience
• Must speak English & knowledge of Local language is added advantage 
• Hospitality or hotel technology experience preferred.
• Strong knowledge of networks, servers, cloud platforms, and cybersecurity.
• Experience supporting property management and hotel operating systems.
• Excellent leadership, planning, and problem-solving skills.
• Strong communication and customer service abilities.
• Ability to manage multiple priorities in a fast-paced environment.

Benefits and Others

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

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