When you think about possible hospitality jobs, guest service agent, housekeeper, concierge, cook, waiter, and bartender probably spring to mind before any position involving technology. However, tech employment within the hospitality industry has actually been increasing, driven by a desire to increase efficiency (with digital tabletop ordering and payment systems, for example) and enhance guest service (with innovations such as smart room programming and self-check-in).
If you have a background and/or interest in technology and want to use your skills in the dynamic, fast-paced, and exciting world of hospitality, you may want to consider one of these possible positions.
Technical Support Analyst
A common role within casinos, technical support analysts provide technical assistance, support, and advice pertaining to the hardware, software, and systems used. This includes installing, modifying, cleaning, and repairing computer hardware and software as well as performing system procedures and maintenance to ensure the efficient use of system resources. These positions may require an associate’s degree or equivalent experience. Specific certifications, such as Microsoft OR A+ may be preferred.
AV Technician
From casinos to hotels, resorts, and even some restaurants, wherever conferences or entertainment is scheduled, you’ll find AV technician positions. These individuals wire, plug, patch and program A/V equipment including projectors, lighting, mixers, sound systems, video, laptops, and personal computers as well as troubleshoot issues when they arise. In many cases, a high school diploma and some technical aptitude are all that’s required, though some experience with A/V equipment is usually preferred.
IT Security Administrator
A very common job at casinos, IT security administrators perform a variety of complicated tasks from provisioning, maintaining, and deactivating user accounts to performing routine system audits to ensure security compliance. A Bachelor’s degree in computer science or information systems is often required. Knowledge of specific software and systems—such as LMS, MMS, Infinium, and Kronos—is usually a plus, as are professional IT security certifications including CISSP, CISA, and CISM.
Systems Analyst (also IT Analyst)
Systems analyst and IT analyst positions can frequently be found at hotels and resorts. These professionals support the organization’s computer users in the operation of the software packages in use. This often includes overseeing the installation and enhancement of software and hardware as well as the maintenance and enhancement of software application systems. At times, the systems or IT analyst may be asked to assist with the identification, development, and implementation of new systems applications and to oversee the operation and development of interfaces between various computer systems. A Bachelor’s degree is generally preferred along with previous systems experience.
PC Support Technician (also Desktop Support Specialist)
PC support technicians and desktop support specialists provide a variety of services to other employees and guests at hotels and resorts. This includes troubleshooting basic software and hardware issues, preventative maintenance, the setup of new computers and applications, and monitoring backups, error logs, and systems users. They may be called upon to interface with third-party vendors and provide remote field user support as well. These positions usually require familiarity with Windows and Mac PCs as well as iPhones, iPads, and Android systems. A Bachelor’s degree is helpful, as is experience supporting computers in a networked environment.
IT Support Specialist
IT support specialists work in hotels, resorts, and casinos providing IT department support to employees and guests. This includes responding to requests for assistance, identifying and troubleshooting problems, fixing guests’ phone and data issues, rebuilding broken PCs, and installing applications. Experience and training in troubleshooting and help desk support are generally required, as is a working knowledge of networking hardware such as NIC cards, hubs, and cabling.