Hand Picked Hotels was founded in 2001 by owner and Chairman, Julia Hands MBE, and today still remains a family-owned group with 21 unique luxury country houses and coastal retreats, each hand picked for their individuality. Architecturally distinctive and quintessentially British, every hotel boasts an extraordinary location from Scotland to the Channel Islands, offering breathtaking views from vast countryside to expansive beaches and lush woodlands.
Dedicated to creating unique and enchanting stays, curated personalised service runs through the heart of every hotel. Whilst each hotel is individual, every property fulfils the company values of family, individuality, community and care, with a team commitment to aiming higher and delighting guests with magical experiences that offer a true escape from the everyday.
Hand Picked Hotels is committed to protecting the environment for a sustainable future, and all of our hotels have received Green Tourism accreditation in recognition of our progress.
At Hand Picked Hotels, technology plays a vital role in delivering exceptional guest experiences.
We’re looking for an IT Manager to help ensure our hotel technology estate is secure, reliable and fit for the future.
This role will be based from our office in London and will require travel to all our hotels as required.
Working closely with the Head of IT, hotel teams and external technology partners, you’ll support the delivery of IT projects, manage key supplier relationships and provide technical expertise across our portfolio of 21 luxury hotels. You’ll play a pivotal role in maintaining business-critical systems while helping drive continuous improvement across our technology landscape.
This is an excellent opportunity for an experienced hospitality IT professional who enjoys combining hands-on technical knowledge with strong stakeholder management and project delivery skills.
Key Responsibilities
- Act as the primary escalation point for IT issues requiring support from third-party providers and the service desk.
- Build and manage effective relationships with key technology vendors, ensuring service levels and contractual commitments are consistently achieved.
- Support the successful delivery of IT projects across the estate, coordinating suppliers, hotel teams and implementation activities.
- Assist the Head of IT in strengthening the Group’s cyber security posture, supporting awareness initiatives and remediation programmes.
- Provide technical expertise across core hospitality platforms including Property Management Systems (PMS), Point of Sale (POS), Spa systems and associated interfaces.
- Support system configuration, troubleshooting, user management and ongoing optimisation of hotel technology platforms.
- Ensure effective communication, planning and user readiness during system upgrades, changes and new technology implementations.
- Work collaboratively with hotel teams to minimise operational disruption and maintain excellent service levels.
- Travel regularly across the UK and Channel Islands to support hotels and project delivery.
About You
- Proven experience in an IT role supporting multi-site hospitality or hotel operations, including hotel IT platforms.
- Strong knowledge of hotel technology including PMS, POS, Spa systems, guest Wi-Fi and related hospitality applications.
- Experience managing third-party IT suppliers and service providers.
- Excellent problem-solving skills with the ability to manage issues through to successful resolution.
- Good understanding of cyber security best practices within a hospitality or SME environment.
- Strong communication skills with the ability to explain technical concepts clearly to non-technical colleagues.
- Experience supporting IT projects, system implementations or technology change programmes.
- A proactive, hands-on approach with excellent organisational skills and the ability to manage competing priorities.
- ITIL Foundation or equivalent service management knowledge is desirable.
- Experience with Microsoft 365, Intune, Azure AD and endpoint management tools would be advantageous.
- Flexible to travel regularly to our hotels across the UK and Channel Islands.
Our Benefits
- Competitive salary package (discussed at interview).
- Company Pension and Life Assurance
- 28 days holiday (including bank holidays) increasing to 33 days with length of service and enhanced sick pay.
- Access to well-being support through our Employee Assistance Programme.
- Ongoing career development with in-house and external training, including apprenticeships and industry-recognised courses.
- Colleague discounts on hotel stays, food and drink, plus annual loyalty rewards.
- Access to retail and wellness discounts via our online benefits platform.
- A welcoming, inclusive culture where long-term friendships and diversity are celebrated.
