IT Supervisor
Makati City, Philippines
1h ago
source : Wizbii

Job Purpose

The position is responsible for system maintenance and improvement of the quality of guestroom experience through support provided to the guests and internal teams.

  • Rooms Team
  • Engineering Team
  • F&B Team
  • Talent & Culture Team
  • Finance Team
  • Sales & Marketing Team
  • Externally

  • IT Suppliers
  • AV Suppliers
  • In house and non in house guests & event organizers
  • External Auditors
  • Room maintenance companies
  • Primary Responsibilities


    Performs all installations and testing of PC operating systems and associated applications within corporate / group standards.

    Provides a Helpdesk facility providing a user support function that covers all hotel / operation application products. In this function the position evaluates whether this can be supported internally or by outsourced support

    Preparation of documentations / manuals / policy & procedures of all systems based on the following :

  • Systems Usage
  • Computer Operations
  • User Guides
  • The management of end user IT Support to adhere to the following :

    Logging of support calls and respective corrective action

    Ensure prompt follow-up of support calls from end-users

    Coordinate & follow-up of support issues with suppliers

  • End User Training
  • Submission of monthly action plans and progress reports.

    Along with the IT Team, maintains and supports the following key system applications :

    Property Management Systems (POS System, Purchasing / Inventory Control, Accounting Systems, HR Systems, Front Office System)

  • Networking Infrastructure
  • TV Cable System
  • PABX Systems
  • Email Systems
  • Communications
  • Any other IT System employed by the Operation
  • Evaluate & Perform upgrades on software
  • Email
  • Office automation software (word processing, spreadsheet & presentation)

  • Above mentioned application software
  • Virus patterns, patches, utility software
  • Contributes and maintains computer room / nerve centre facilities, equipment and cabling

    Checking the functional operation of each room, liaison with Engineering and Housekeeping to rectify issues


    Provide timely and effective support to internal and external guests

    Check on the room functionality of VIP and LCAH rooms

    Induct and train the Housekeeping, Royal Service, Concierge and Butler teams on basic troubleshooting of phones, media panel and internet.

  • Lead guest service using a Heartist ® approach

    Ensure that safe working practices are followed including emergency procedures

    Ensure that daily, weekly and monthly IT checklists are performed and completed.

    Participate in departmental leadership activities as a member of the team

    Maintain levels of confidentiality and discretion for guests

  • Develop own knowledge and skills as a contributing member of the IT team
  • Ensure that training is conducted regularly for Housekeeping, Concierge, Butlers, Royal Service teams.

    Main Complexity / Critical issues in the Job

  • System maintenance
  • High availability of the systems, less downtime
  • Backup contingency measures
  • Timeliness of support to internal and external guests
  • Response to guest needs / guest complaints
  • Profile

    Knowledge and Experience

  • Graduate of any Computer related course
  • Atleast 3-4 years experience in Hotel IT environment

  • IT / Supervisory experience
  • Competencies

    Working knowledge on Micros 9700 POS, Opera PMS and S&C

  • CCNA Certified, Microsoft Professional certified (optional)
  • Supervisory and leadership skills collaborative, enabling, and entrepreneurial

    Interpersonal skills well developed with guests, employees, management

  • Presentable, well groomed with leadership quality.
  • Keeps abreast to new technologies through research or trainings

  • Highly responsible & reliable
  • Ability to work well under pressure and independently in a fast paced environment

  • Ability to work cohesively as part of a team
  • Ability to focus attention on guest needs, remaining calm and courteous at all times

  • Excellent communication and organizational skills
  • Able to solve problem / make decision within scope
  • Attention to detail
  • Able to work independently, reliable, self-directed
  • Apply
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