IT Coordinator at Hilton

A WORLD OF REWARDS

• Competitive annual salary ranging from £30,000 to £40,000 based on experience
• Smart uniform provided and laundered
• Free, healthy and high quality meals when on duty
• Grow your Career! Personal Development programmes designed to support you at every step of your career
• A chance to make a difference through our Corporate Responsibility programmes – Find out what and how we are doing (https://cr.hilton.com)
• Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)
• Team Member Referral Program
• Discounted dental and health cover
• High street discounts: with Perks at Work
• Discounted car park
• Holiday: 28 days including bank holidays (increasing yearly to up to 33 days)
• Modern and inclusive Team Member’s areas

Role Purpose

• The IT Coordinator supports the hotel’s day‑to‑day technology operations—ensuring stable, secure and compliant systems for guests and Team Members. The role triages and resolves 1st/2nd‑line issues, co‑ordinates vendors and escalations, maintains asset and access records, and assists with property projects (rooms, conference spaces, restaurants/bars, back‑of‑house, and networking). The position is hands‑on, customer‑facing, and pivotal to exceptional guest service and operational uptime.

Key Responsibilities

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.