Hotel IT Lead: Guest Tech & Operations Reliability

Earth Hotels; Dubai; On-site; AED 90,000 - 130,000; Full time

Job summary

Earth Jumeirah Beach is seeking an IT Supervisor to own the daily operation of all hotel technology and provide hands-on support to staff and guests. You will work independently under the Director of IT & Infrastructure to keep front-office systems, Wi‑Fi, IPTV, and in-room tech reliable and secure.

You will manage systems, networks, backups, vendor coordination, and PCI DSS compliance, lead new system rollouts, and ensure brand IT standards.

Responsibilities

• Own the daily functionality of hotel IT systems, hardware, and software as the sole IT lead.
• Provide hands-on technical support to staff and guests, ensuring fast resolution.
• Troubleshoot and resolve system failures, connectivity issues, and device malfunctions.
• Support guest-facing technology including internet access, IPTV, telephone, and in-room systems.
• Prioritise requests by operational impact and remain on call for critical outages.
• Administer PMS, POS, payment terminals, door locking, and back-office applications.
• Monitor system performance, identifying recurring issues and implementing long-term fixes.
• Plan system updates, patches, and upgrades with vendors, minimising disruption to operations.
• Lead the setup and testing of new systems and devices, including pre-opening rollouts.
• Monitor and maintain network performance, Wi‑Fi coverage, and connectivity across the property.
• Ensure secure, segmented network access for both internal operations and guest usage.
• Keep IT equipment rooms, cabling, servers, switches, and access points in proper working order.
• Resolve network-related issues, escalating to service providers when required.
• Enforce cybersecurity standards, IT policies, and brand IT standards across the hotel.
• Manage user accounts, access rights, and permissions, conducting regular access reviews.
• Ensure PCI DSS compliance for payment systems and adherence to data protection regulations.
• Investigate security incidents and vulnerabilities, ensuring timely corrective action.
• Deliver system and security awareness training to citizens, including new joiner onboarding.
• Maintain accurate records for IT assets, licenses, and equipment, tracking renewal dates.
• Manage hardware assignments, replacements, preventive maintenance, and secure disposal.
• Contribute to the annual IT budget and capital expenditure planning, monitoring spend.
• Manage IT vendors and service providers, monitoring performance against contracts and SLAs.
• Ensure service calls are logged, tracked, and escalated until full resolution.
• Lead procurement of IT equipment and systems, obtaining quotations and recommending solutions.
• Ensure regular, tested backups so critical systems remain protected and recoverable.
• Maintain IT documentation, network diagrams, and SOPs so cover is possible in your absence.
• Lead the IT response during system outages, coordinating recovery and updating management.
• Keep the Director of IT & Infrastructure informed of major incidents, risks, and IT projects.
• Ensure all property safety, health, and service regulations are followed consistently.
• Maintain a clean, safe, and welcoming environment in all working areas.
• Remain flexible and adaptable, stepping in wherever needed to support operations.
• Perform additional duties as assigned by management.

Job description

Earth Jumeirah Beach is seeking an IT Supervisor to own the daily operation of all hotel technology and provide hands-on support to staff and guests. You will work independently under the Director of IT & Infrastructure to keep front-office systems, Wi‑Fi, IPTV, and in-room tech reliable and secure.

You will manage systems, networks, backups, vendor coordination, and PCI DSS compliance, lead new system rollouts, and ensure brand IT standards.