IT Manager

Grand Mercure Khao Lak Bangsak provides a haven of elegance and comfort.
Discover welcoming hospitality as you take advantage of all this Thai-style contemporary beachfront hotel has going for it. From the secluded bays across Andaman sea views or down; right close access within minutes by boat ride away! Delight in our personalized service and knowledgeable staff as we ensure your stay at Grand Mercure Khao Lak Bangsak.

Indulge in luxury in one of the 195 stylish modern rooms or suites. Gaze out at the Khao Lak resort from your room’s private balcony or wander through the gardens to our facilities. Feel the tranquillity from the uniquely-designed canal meandering through Grand Mercure Khao Lak Bangsak, a nod to Thailand’s riverside villages.

Job Summary:

The IT Manager at Grand Mercure Khao Lak Bangsak is responsible for the overall planning, implementation, maintenance, and security of the hotel's information technology systems and infrastructure. This role ensures the smooth and efficient operation of all IT services, supporting guest satisfaction, operational efficiency, and business continuity. The IT Manager will act as a technical expert, problem-solver, and strategic advisor to the hotel management team on all technology-related matters.

Key Responsibilities:

1. IT Infrastructure and Systems Management: * Network Management: Design, configure, maintain, and troubleshoot the hotel's local area network (LAN), wide area network (WAN), Wi-Fi systems, and internet connectivity, ensuring optimal performance and reliability. * Server Management: Install, configure, maintain, and monitor physical and virtual servers, including operating systems, applications, and data storage. * Hardware & Software Management: Manage the lifecycle of all IT hardware (computers, printers, POS terminals, network devices, etc.) and software applications, including procurement, installation, updates, and decommissioning. * Hotel Specific Systems: Oversee the operation and integration of critical hotel systems such as: * Property Management System (PMS) - e.g., Opera PMS * Point-of-Sale (POS) systems - e.g., Micros * Key Card Systems * PBX/VoIP Telephony Systems * CCTV and Security Systems * Guest Internet Access (GIA) systems * Back-of-House (BOH) systems (e.g., accounting, HR, inventory) * Meeting & Event technology (AV, conferencing) * System Backups and Recovery: Implement and manage robust data backup and recovery procedures to ensure business continuity and data integrity.

2. Technical Support & User Management: * Help Desk: Provide timely and effective technical support to all hotel departments and guests for hardware, software, and network-related issues. * User Account Management: Create, modify, and delete user accounts and permissions across various systems, ensuring adherence to security policies. * Training: Conduct training sessions for hotel staff on IT policies, system usage, and new technologies to improve proficiency and compliance.

3. IT Security & Compliance: * Security Implementation: Implement and enforce IT security policies and procedures, including firewall management, antivirus solutions, intrusion detection, and access controls, to protect hotel data and systems. * Vulnerability Management: Regularly monitor for security vulnerabilities and implement patches or upgrades as required. * Compliance: Ensure all IT operations comply with Accor IT standards, local regulations, data privacy laws (e.g., GDPR if applicable), and PCI DSS requirements. * Incident Response: Develop and implement an IT incident response plan to address security breaches or system failures effectively.

4. Project Management & Strategic Planning: * IT Projects: Lead or participate in IT-related projects, including system upgrades, new technology implementations, and network expansions. * Budgeting: Assist in the preparation and management of the IT budget, including capital expenditure for hardware and software. * Vendor Management: Liaise with IT vendors, service providers, and Accor corporate IT to ensure efficient service delivery and problem resolution. * Technology Trends: Stay abreast of new technologies and industry trends, evaluating their potential benefits for the hotel's operations and guest experience.

5. Guest Technology Experience: * Ensure reliable and high-quality guest internet access and in-room technology. * Troubleshoot guest-related IT issues promptly and professionally.

Qualifications & Experience:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 3-5 years of experience in an IT management or senior IT support role, preferably within the hospitality industry (hotel experience is highly desirable).
• Strong knowledge of network infrastructure (TCP/IP, DNS, DHCP, VLANs, Wi-Fi standards, VPN).
• Proficiency in Microsoft Windows Server operating systems, Active Directory, and Microsoft 365.
• Hands-on experience with hotel-specific systems (e.g., Opera PMS, Micros POS).
• Experience with virtualisation technologies (e.g., VMware, Hyper-V) is a plus.
• Familiarity with IT security best practices, firewalls, antivirus, and data backup solutions.
• Excellent problem-solving, analytical, and diagnostic skills.
• Strong communication (written and verbal) and interpersonal skills, with the ability to explain technical concepts to non-technical staff.
• Ability to work independently and as part of a team in a fast-paced environment.
• Fluency in English (both written and spoken). Knowledge of Thai is an advantage.
• Certifications such as CompTIA A+, Network+, Security+, CCNA, MCSA/MCSE are a plus.

Personal Attributes:

• Proactive and results-oriented.
• Strong attention to detail and accuracy.
• Customer-service oriented mindset.
• Ability to manage multiple priorities and work under pressure.
• High level of integrity and confidentiality.
• Passion for technology and innovation.

• Adaptability - Ability to effectively adjust to major changes in work tasks or the work environment.
• Aligning Performance for Success - Skilled at focusing and guiding others in accomplishing work objectives.
• Building a Successful Team - Skilled at building a cohesive team and facilitating goal accomplishment.
• Building Trust - Ability to interact with others in an honest, fair and respectful way; giving others confidence in one's intentions and those of the organization.
• Communication - Skilled at clearly conveying information and ideas through a variety of media; engaging the audience and helping them understand and retain the message.
• Customer Focus - Ability to develop and sustain productive customer relationships; actively seeking information to understand and address customers' needs.
• High Work Standards - Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.
• Planning and Organizing - Skilled at establishing courses of action for self and others to ensure work is completed efficiently.
• Problem Solving / Decision Making - Ability to identify and understand issues, problems, and opportunities; using effective approaches for choosing a course of action or developing solutions.