IT

Work at The Phoenicia Malta

Why? Besides, being a historical 5-star gem, a cherished national treasure, and beloved local landmark, The Phoenicia Malta has been attracting stars, socialites and the crowned heads of Europe for over 75 years. All our guests and employees alike, are our very own ‘stars’, our pride and joy.

A career promise for the stars of the industry (past, present and future).

Our commitment to work is the fruit of a unique collaboration, and a truly professional philosophy. We are all about giving a beautiful part of ourselves in each aspect of our thriving hotel operations. We promise you, that it will be a seriously enriching growth experience. A career you will always be proud of. Discover more, today.

Personality and Role Profile
You are ambitious, passionate and energetic person. You will be an integral part of our dynamic  team, responsible for the overall management and strategic development of the hotel’s IT infrastructure. This includes overseeing guest-facing technologies, internal communication systems, and compliance with IT governance standards. You will act as the owner of the hotel’s IT environment, providing direction to the outsourced IT service provider, who is responsible for day-to-day technical execution (networks, access points, security, backups, servers). Ensuring that the provider delivers services to the hotel’s standards, while also driving digital transformation projects that enhance both guest experience and internal efficiency.

Essential Duties & Responsibilities
- Manage the hotel’s overall IT infrastructure, including PMS, POS, CRM, ERP/Materials Control, accounting, HR, telephony, Wi-Fi, and security systems.
- Direct and supervise the outsourced IT service provider, ensuring they follow hotel policies and deliver agreed service levels.
- Approve and prioritise tasks assigned to the outsourced provider, including system upgrades, troubleshooting, and security measures.
- Ensure infrastructure resilience with backups, disaster recovery, and business continuity planning.
- Develop and manage the hotel intranet as the central hub for SOPs, policies, forms, and announcements.
- Implement and oversee ticketing systems for:
             - IT helpdesk (staff requests, escalated to provider as needed).
             - Engineering & maintenance requests (guestroom/facility issues tracking).
             - Procurement & inventory requests integrated with Finance and Purchasing.
- Promote and manage collaboration tools (Microsoft 365, SharePoint, Teams) for staff communication.
- Work closely with Heads of Departments to identify communication or workflow challenges and implement digital tools that improve efficiency.
- Oversee implementation of guest-facing solutions: smart room automation (IoT lighting, climate, curtains), IPTV, casting/streaming, and mobile charging solutions.
- Support the rollout of guest apps, digital concierge platforms, mobile key, and contactless check-in/out.
- Monitor guest feedback on technology and adjust systems for optimal satisfaction.
- Ensure all IT operations comply with GDPR, PCI DSS, and Maltese data protection laws.
- Maintain hotel IT policies (acceptable use, VPN, USB restrictions, retention and backup policies).
- Oversee security audits, vulnerability testing, and incident response with the outsourced provider.
- Report IT compliance status to the Financial Controller and General Manager.
- Develop a 1-3 year IT roadmap to ensure the hotel remains at the forefront of technology in luxury hospitality.
- Evaluate and recommend new systems to improve guest service, staff efficiency, and sustainability (e.g., smart energy systems, paperless workflows).
- Lead IT-related projects from concept to implementation, directing outsourced resources as required..
- Provide first-line IT support to staff for routine issues (password resets, system navigation, printing).
- Train staff in the use of hotel systems, cybersecurity awareness, and internal communication tools.
- Build IT literacy across departments to reduce dependency on external support for simple issues

Desirable Experience, Qualifications, and Attributes
- Degree in IT, Computer Science, or related discipline, or equivalent professional experience.
- 5+ years’ IT experience, with at least 2 years in a managerial role (hospitality experience an advantage).
- Strong knowledge of hospitality systems.
- Experience directing outsourced IT providers or external technical teams.
- Proficiency in Microsoft 365, SharePoint, Teams, and ticketing systems.
- Solid understanding of networking, cybersecurity, and cloud services (Azure/365).
- Familiarity with GDPR, PCI DSS, and IT compliance frameworks.
- Fluent in English.