FoliXx Hospitality is an organization whose grand purpose is to achieve global relevance among leaders in the hospitality guild, by unparalleled culture and service. We are a resolute people, committed to continuous excellent service delivery, our value systems are built upon: integrity, excellence, attitude, competence, and continuous improvement.
Job Overview
- FoLiXx Hospitality is seeking a dedicated IT Service Manager to manage and support our technology infrastructure across all hospitality operations.
- The ideal candidate will ensure that our IT services meet the operational needs of our team and provide a seamless digital experience for guests.
- This role is critical for maintaining, optimizing, and troubleshooting IT systems that support daily operations, ensuring business continuity, and enhancing guest satisfaction.
Key Responsibilities
- Service Management: Ensure consistent, reliable IT service delivery across all hospitality systems, including guest Wi-Fi, property management systems (PMS), and point-of-sale (POS) systems.
- Incident Response: Act as the primary point of contact for IT-related issues, managing incidents promptly to minimize downtime for staff and guests.
- Performance Monitoring: Regularly review system performance, monitor for potential issues, and proactively address them to prevent service disruptions.
- Change & Release Management: Coordinate software updates, system upgrades, and other IT changes to minimize impact on daily operations and guest experience.
- User Support & Training: Provide technical support and training for staff to ensure they can use technology systems effectively, improving productivity and guest interactions.
- Documentation & Compliance: Maintain accurate records of IT assets, incidents, and service changes. Ensure compliance with company policies and hospitality industry standards for data security and guest privacy.
- Vendor Management: Collaborate with external vendors to ensure timely and effective support for IT hardware and software, maintaining an efficient inventory of IT assets.
Key Qualifications
- Education: Bachelor’s degree in Information Technology, Computer Science, or related field.
- Experience: Minimum of 3-5 years in IT service management, preferably in a hospitality, retail, or similar service-focused environment.
- Certification: ITIL certification or equivalent is a plus. Knowledge of hospitality IT systems like Opera (PMS) and MICROS (POS) is highly desirable.
Skills & Attributes
- Technical Proficiency: Strong understanding of network infrastructure, Wi-Fi management, and hospitality-specific IT systems.
- Problem-Solving: Excellent troubleshooting skills, with the ability to resolve issues quickly and maintain service quality.
- Communication: Clear and effective communication skills to work well with non-
- technical staff and ensure all team members are confident with IT systems.
- Customer-Focused: Demonstrated ability to prioritize service reliability and quality to enhance the guest experience.
- Project Management: Organized and able to handle multiple projects, from system upgrades to incident responses, in a fast-paced environment.
Method of Application
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