Exceptional Hospitality Starts with You
Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As an IT Coordinator, you’re not just providing comprehensive IT support – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
Operational Support (Hotel IT)
Support meeting & events technology (bandwidth allocation, SSIDs/VLANs, hybrid‑meeting setups, AV liaison) including pre‑event tests and on‑the‑day standby where needed. In addition to set up and manage custom Wi Fi networks, passwords and bandwidth allocations for conference clients.
Provide friendly, timely 1st/2nd‑line support to hotel departments (Front Office, Reservations, Revenue, Housekeeping, C&E/Events, F&B, Finance, Engineering, HR).
Support guest‑facing technologies (Wi‑Fi captive portal, conference internet and escalate major incidents promptly.
Ensure secure integration for clients using specialised business systems or industry specific software that requires approved network routing.
Support the setup and monitoring of hybrid meeting connectivity (platform access, network stability) without handling audio/visual operation.
Offer rapid-response troubleshooting during peak event times, reducing the risk of disruptions.
Support staff and operational systems within the Hotel Departments, including but not limited too; POS, NoviCom, PDQ’s, printers, office devices and back-end systems used for event management.
Maintain and monitor key hospitality systems (e.g., PMS/POS, back‑office apps, telephony, digital signage), working with vendors and Hilton support channels as required.
Networks, Security & Compliance
Conduct daily checks on network/infra health (switches/APs, UPS status, server/storage alerts) and maintain accurate documentation (IP schemes, patching records, rack diagrams).
Manage and oversee cyber safe access to hotel systems, preventing unmanaged devices from exposing vulnerabilities.
Implement and uphold information security practices: password hygiene, MFA, joiner‑mover‑leaver access, device encryption, secure disposal.
Assist with GDPR and PCI DSS routines (access reviews, secure handling of guest/employee data, incident logging, vendor due diligence), following Hilton and local policies.
Support backup/restore procedures and disaster‑recovery drills; maintain evidence for audits.
Asset, Vendor & Administration
Keep a current asset register (hardware, licenses, warranties) and manage RMA/repairs.
Raise and track tickets, POs and invoices; reconcile IT spend against budget lines.
Co‑ordinate third‑party engineers (telecoms, Wi‑Fi, POS, TV/AV, door lock, CCTV) and escort as required.
Produce simple SOPs, quick guides and training sessions for Team Members; capture FAQs and shift handovers.
Projects & Continuous Improvement
Support room and venue tech refreshes, refurbishment projects, and new solution rollouts.
Identify opportunities to improve reliability, user experience, and cost control; propose practical solutions with measurable benefits.
Champion Hilton service culture and guest‑centric IT—minimising downtime during peak trading and events.
Skills & Experience
Essential
Experience in IT service/support (hospitality, retail, venue, or similar multi‑site customer environment).
Working knowledge of Windows 10/11, O365/M365, AD user admin, basic networking (DHCP/DNS/VLANs), and endpoint security.
Hands‑on with PMS/POS or other line‑of‑business apps; confident troubleshooting end‑user hardware (laptops, printers, payment terminals, handhelds).
Clear, confident communicator with excellent customer service skills and the ability to prioritise under pressure.
Solid documentation discipline; accurate record‑keeping (assets, tickets, changes).
Right to work in the UK and ability to cover early/late/on‑call on rotation.
Desirable
Hospitality stack exposure (e.g., OnQ, Micros/Oracle Simphony, HotSOS, IPTV, VingCard/Assa Abloy/Salto).
Basic switching/Wi‑Fi administration (e.g., Meraki/Aruba/Cisco), NAC concepts, guest Wi‑Fi portals.
Experience with MDM/Intune, imaging tools, and patch management.
Familiarity with PCI DSS in hotels, GDPR controls, and penetration test remediation.
ITIL Foundation or relevant certifications (CompTIA A+, Network+, Microsoft, Cisco/Meraki).
Key Competencies
Guest & Stakeholder Focus: balances guest needs with operational realities; translates tech language into clear actions.
Problem Solving: methodical troubleshooting; escalates early with full context.
Ownership & Accountability: sees tasks through to closure; follows change and approval processes.
Teamwork & Influence: collaborates with Front Office, Events, Engineering, Security, Finance, and external partners.
Resilience & Adaptability: stays calm during incidents; flexes to event peaks and business priorities.
Attention to Detail: tight on compliance, data handling, and documentation.
What It Takes to Make the Stay
At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:
A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.