Hotel Systems Escalation Specialist

Location: United Kingdom, Burton‑On‑Trent
United Kingdom, Windsor

Address: 1 - Corp Branston, 1 First Avenue, Centrum
100, DE14 2WB

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 phases 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.

• 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, and why an outage at 6 pm is a very different beast to one at 11 am.
• 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 provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our my Wellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard 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.

Applications will be reviewed on a rolling basis and we may close the advert early, depending on responses received.

Closing date for applications:
Friday 5th June 2026.

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