Hotel Systems Escalation Specialist

Location: United Kingdom, Burton-On-Trent
United Kingdom, Windsor

Address: 1 - Corp Branston, 1 First Avenue, Centrum100, DE14 2WB

Job number: 163010

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We're looking for a Hotel Technology Support Specialist to join our Early Life Support & Hotel Services Escalation team, the people who help our hotels feel well-looked-after when their tech needs a steady hand.

You'll have the opportunity to work with a knowledgeable and supportive team; this role can be based in either our Branston or Windsor office.

What you’ll do

You'll be the go-to person for hotel-facing technology escalations across two halves of our work: Early Life Support for hotels in the first weeks after a new product goes live, and ongoing service management for the trickier issues once they're in business as usual across the EMEAA region.

Day to day, that means:

Triaging and coordinating complex escalations across product, support, regional teams and partners like Oracle and HotelKey

Joining major incident calls, shaping clear updates, keeping stakeholders informed, helping restore service

Spotting patterns, digging into root causes, and helping us stop the same issue happening twice

Being a trusted voice with hotels and owners, translating the tech into plain English and feeding what you hear back into how we improve

What you’ll bring

Hospitality. You understand how hotels tick, the rhythms of a front desk, why an outage at 6pm is a very different beast to one at 11am

A genuine interest in technology, you don't need to be a developer, but you're curious and happy to learn new systems

Calm communication; you can hold a steady conversation with a stressed General Manager and a senior product lead in the same hour

Comfort with the messy middle, you take ownership and move things forward without waiting to be told

A collaborator at heart, you'll work with teammates globally in Corporate and Operations

Sound like you?

We'd love to hear from you. We're moving quickly so apply now and let's start the conversation.

There’s Room for You at IHG.

Applications will be reviewed on a rolling basis and we may close the advert early, depending on responses received, please don’t delay applying!

Closing date for applications Friday 5^th June 2026

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Who we are

At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You’ll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there’s Room for You at IHG.

Over recent years, we’ve transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.

We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That’s why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that’s why leaders work with teams to determine how and when they collaborate.

We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

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Hotel Systems Escalation Specialist