Hotel Systems Escalation Specialist

We're looking for a Hotel Technology Support Specialist to join our Early Life Support & Hotel Services Escalation team, the people who help our hotels feel well-looked-after when their tech needs a steady hand.

You'll have the opportunity to work with a knowledgeable and supportive team; this role can be based in either our Branston or Windsor office.

You'll be the go-to person for hotel-facing technology escalations across two halves of our work:
Early Life Support for hotels in the first weeks after a new product goes live, and ongoing service management for the trickier issues once they're in business as usual across the EMEAA region.

Day to day, that means:

• Triaging and coordinating complex escalations across product, support, regional teams and partners like Oracle and Hotel Key
• Joining major incident calls, shaping clear updates, keeping stakeholders informed, helping restore service
• Spotting patterns, digging into root causes, and helping us stop the same issue happening twice
• Being a trusted voice with hotels and owners, translating the tech into plain English and feeding what you hear back into how we improve

• Hospitality. You understand how hotels tick, the rhythms of a front desk, why an outage at 6pm is a very different beast to one at 11am
• A genuine interest in technology, you don't need to be a developer, but you're curious and happy to learn new systems
• Calm communication; you can hold a steady conversation with a stressed General Manager and a senior product lead in the same hour
• Comfort with the messy middle, you take ownership and move things forward without waiting to be told
• A collaborator at heart, you'll work with teammates globally in Corporate and Operations

We'd love to hear from you. We're moving quickly so apply now and let's start the conversation.

IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.