Information System Supervisor/ IT Supervisor

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will support the design, implementation, and maintainance of robust IT systems to enhance guest experiences and streamline operations. As an Information System Supervisor/ IT Supervisor, and services across multiple sites – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here’s what you’ll do during a typical day:

Position Statement

The Cluster IT Supervisor is responsible for leading IT operations across multiple properties, ensuring stable and efficient system performance while supporting business operations.

This role goes beyond traditional support functions and requires a highly self-driven individual who can take ownership of incidents, drive solutions independently, and manage IT activities across multiple sites with limited resources.

The position requires a strong business mindset, bilingual communication skills (Japanese and English), and solid hands-on IT experience, ideally within hospitality or similar fast-paced, service-oriented environments

What will I be doing? Position Summary (bullet points)

As the Cluster IT Supervisor, you will be responsible for performing the following tasks to the highest standards:

• Manage day-to-day IT operations across multiple properties (cluster support)

• Ensure stability and availability of IT systems, including hardware, software, and network infrastructure

• Take full ownership of incidents, ensuring timely resolution and conducting root cause analysis

• Troubleshoot technical and operational issues proactively

• Support and execute IT-related projects such as system implementations, upgrades, and improvements

• Prioritize tasks based on business impact and operational urgency

• Maintain system access control, data security, and compliance with company standards

• Monitor systems, manage backups, and ensure disaster recovery readiness

• Collaborate with local/regional/global IT teams and external vendors as needed

• Provide IT support to hotel operations, improving user experience and minimizing disruption

• Guide, support, and develop existing IT staff, raising overall team performance

• Identify operational inefficiencies and proactively implement improvements

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In addition, this role requires the following minimum qualifications:

Experience & Skills

• IT operations experience, preferably in hospitality or multi-site environments

• Hands-on troubleshooting skills (hardware, network, OS, applications)

• Experience in IT projects or system implementation is a plus

• Able to work independently and manage multiple priorities

• Proactive and practical problem-solving skills

Language Skills

• Japanese: Business/Native level (reading & writing required)

• English: Conversational level

Leadership & Behavioral Competencies

• Ownership: Works independently with responsibility

• Problem Solving: Resolves issues end-to-end

• Hands-on Approach: Supports daily operations directly

• Project Support: Contributes to system improvements

• Adaptability: Works well in a lean environment

• Team Support: Guides and supports team members