IT Manager - Pre-opening Regent Kuala Lumpur
Key Responsibilities
1. IT Operations & Infrastructure Management
- Oversee all hotel IT systems including network infrastructure, servers, PMS, POS, Wi-Fi, telephony, and guest-facing technologies
- Ensure 24/7 system availability and minimal downtime across all business-critical systems
- Manage preventive maintenance and lifecycle management of IT assets
- Ensure seamless integration between all hotel systems and platforms
2. Guest Technology Experience
- Ensure flawless performance of guest-facing systems (high-speed Wi-Fi, in-room technology, mobile check-in, smart room controls)
- Support digital guest journey initiatives such as mobile apps, digital concierge, and contactless services
- Resolve guest technology issues with speed, discretion, and minimal disruption
- Continuously enhance in-room and digital experience innovation
3. Cybersecurity & Data Protection
- Ensure robust cybersecurity frameworks are in place to protect guest and business data
- Implement firewalls, encryption, access controls, and monitoring systems
- Ensure compliance with data privacy regulations (local laws + IHG standards)
- Conduct regular security audits and vulnerability assessments
4. Systems Management & Support
- Manage Property Management System (PMS), Point of Sale (POS), and back-office systems
- Ensure seamless integration across Rooms, F&B, Spa, and Finance systems
- Provide technical support to all departments with minimal operational disruption
- Coordinate with vendors for system upgrades and troubleshooting
5. Project Implementation & Innovation
- Lead IT aspects of hotel renovations, upgrades, and pre-opening projects
- Implement new technologies to enhance guest experience and operational efficiency
- Evaluate and introduce emerging hospitality tech (AI, IoT, automation, smart rooms)
- Ensure projects are delivered on time, within scope, and aligned with brand standards
6. Vendor & Stakeholder Management
- Manage relationships with IT vendors, service providers, and telecom partners
- Ensure service level agreements (SLAs) are met consistently
- Collaborate with corporate IT teams and ownership stakeholders
- Coordinate with all hotel departments to understand technology needs
7. Financial Management
- Develop and manage IT budgets (CAPEX and OPEX)
- Optimize costs while maintaining system reliability and performance
- Provide business cases for technology investments and upgrades
- Monitor licensing, subscriptions, and vendor contracts
8. Training & Support
- Train hotel staff on IT systems and digital tools
- Provide user support and troubleshooting guidance
- Ensure departments are fully enabled to use systems efficiently
9. Compliance & Risk Management
- Ensure compliance with IHG IT standards and audit requirements
- Maintain disaster recovery and business continuity plans
- Conduct regular system backups and recovery testing
- Support incident response for IT-related disruptions
Key Skills & Competencies
- Strong technical expertise in hospitality IT systems
- Cybersecurity awareness and risk management capability
- Problem-solving and incident management under pressure
- Strong stakeholder and vendor management skills
- Ability to translate technical solutions into business value
- High attention to detail and operational reliability mindset
Qualifications & Experience
- Bachelor’s degree in Information Technology, Computer Science, or related field
- 5–8+ years of IT experience, with at least 2–3 years in hotel or hospitality IT management
- Experience with PMS (Opera or similar), POS systems, and hospitality platforms
- Knowledge of networking, cybersecurity, and cloud systems
Preferred Experience
- Pre-opening hotel or resort IT setup experience
- Experience in luxury or ultra-luxury hotel environments
- Exposure to smart room technologies, IoT, and guest-facing digital platforms
Key Performance Indicators (KPIs)
- System uptime and availability (PMS, network, POS, Wi-Fi)
- Incident response and resolution time
- Cybersecurity compliance and audit results
- Guest satisfaction related to technology experience
- IT cost efficiency and budget adherence
- Successful delivery of IT projects and upgrades
Regent Brand Lens (Differentiation)
Technology must be invisible, seamless, and frictionless
Enable intuitive luxury experiences without disrupting guest calm
Ensure systems support anticipatory, personalized service delivery
Balance cutting-edge innovation with discreet operational elegance
IT is not support—it is a silent enabler of luxury storytelling
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.
