Job Purpose

The Information Technology Manager is responsible for providing strategic leadership for all hotel technology infrastructure and operations.

This role ensures secure, reliable, and efficient IT services that support guest satisfaction, revenue generation, operational efficiency, and business continuity.

The IT Manager collaborates with departments to enhance technology use and manages vendor relationships to ensure high-quality service delivery.

Duties and Responsibilities

IT Strategy and Leadership

• Develop and implement the hotel’s IT strategy aligned with Twangale’s business objectives.
• Lead and supervise IT staff, including planning, task allocation, progress reporting, and performance support.
• Lead the establishment of project scope, technical strategy, cost estimation, and budget management for IT projects.
• Develop policies and procedures for the IT department and user departments.
• Stay updated on the latest hotel technology and security risks.

Hotel Systems and Infrastructure

• Manage Property Management Systems (PMS), Point of Sale (POS) systems, IPTV/Satellite TV, telephony systems, Wi-Fi, CCTV, and other software vendor systems.
• Oversee network configuration, servers, workstations, networking equipment, PABX systems, and email accounts, while supporting the underlying server and desktop infrastructure.
• Maintain knowledge and control of CAT5/6 cabling, wireless networks, network switches, WAN/LAN, domain controllers, Active Directory, firewalls, and VPN applications.
• Support server hardware, disk storage technology, I/O devices, highly available systems, and image capture/management systems.

Support, Troubleshooting and Service Delivery

• Troubleshoot hardware and software issues efficiently and professionally.
• Conduct root cause analysis on recurring technology problems.
• Identify and implement solutions to user challenges related to personal computer equipment and hotel systems.
• Respond courteously and efficiently to inquiries and issues from guests and system users.
• Remain committed to delivering exceptional customer service to both internal users and hotel guests.

Security, Backups and Disaster Recovery

• Manage the disaster recovery process and ensure regular daily backups are performed.
• Maintain antivirus setup and daily support.
• Ensure policies and procedures regarding PCI compliance are regularly updated.
• Implement IT Security Policies through regular staff training and system controls.
• Ensure IT audit points are addressed according to relevant Standard Operating Procedures.

Preventive Maintenance, Logs and Asset Control

• Prepare and implement a preventive maintenance schedule for all IT hardware and software.
• Maintain a system error/progress log and address reported issues.
• Monitor and maintain an accurate inventory of hardware and software licences.
• Manage software licences and IT asset inventory.
• Ensure cleanliness of data equipment and computer rooms.

Vendor and Contract Management

• Manage relationships with software, hardware, network, telephony, CCTV, PMS, POS, and other technology vendors.
• Negotiate and manage vendor contracts and Service Level Agreements (SLAs).
• Coordinate vendor support to ensure timely service delivery and system reliability.

Additional Duties

• Perform additional IT or systems-related tasks as assigned by management.

Job Specification

Qualifications and Experience

• Bachelor’s Degree in Information Technology, Computer Science, or a related field.
• Comprehensive knowledge of Microsoft Operating Systems.
• Experience with hospitality-related applications and systems such as PMS, POS, key card systems, PBX, and voicemail systems is preferred.
• At least five (5) years of experience in hospitality, operations, and IT support roles, with a minimum of two (2) years in a supervisory or managerial capacity.

Core Competencies

• Leadership
• Strategic thinking
• Customer care
• Cybersecurity
• Communication
• Vendor management
• Problem solving
• Project management