IT Supervisor

Role overview

Systems and user support

• Own the daily functionality of hotel IT systems, hardware, and software; troubleshoot system failures, connectivity issues, and device problems.
• Support guest internet, IPTV, telephone, and in-room systems, and prioritize requests by operational impact.
• Administer property management, point-of-sale, payment terminal, door-locking, and back-office applications.
• Plan updates, patches, upgrades, and new-system rollouts with vendors while minimizing disruption.

Network, security, and continuity

• Monitor network performance and Wi-Fi coverage; maintain cabling, servers, switches, access points, and IT equipment rooms.
• Maintain segmented network access for hotel operations and guest use; resolve network issues or escalate to providers.
• Enforce cybersecurity policies and brand standards, manage accounts and permissions, and investigate security incidents.
• Maintain PCI DSS compliance for payment systems and follow data-protection requirements.
• Ensure backups are regularly tested and critical systems can be recovered; lead outage response and coordinate recovery.

Assets, vendors, and operations

• Maintain records of IT assets, licenses, equipment, and renewals; manage assignments, replacements, preventive maintenance, and secure disposal.
• Manage vendors and service providers, monitor contract and SLA performance, and track service calls through resolution.
• Contribute to annual IT budget and capital-expenditure planning; procure equipment and systems and obtain quotations.
• Maintain IT documentation, network diagrams, and procedures; keep the Director of IT and Infrastructure informed of major incidents, risks, and projects.
• Provide system and security awareness training, including new-joiner onboarding.

Role requirements

• Work independently as the hotel's sole IT lead, providing hands-on support across departments.
• Manage hotel systems, infrastructure, user access, and guest-facing technology while maintaining secure and reliable operations.
• Coordinate vendors and service providers and ensure issues are tracked to resolution.
• Maintain cybersecurity standards, payment-system compliance, accurate IT records, backups, and recovery readiness.
• Contribute to procurement, budget planning, and operational support as needed.