Overview

The Applications Manager serves as a key liaison between Information Technology and hotel operations by providing technical and functional support for business-critical applications used throughout the property. This position is responsible for the administration, configuration, support, maintenance, and optimization of operational and enterprise applications that support departments such as hotel operations, finance, retail, guest services, and workforce management. The role also supports user account administration, onboarding and offboarding activities, and property-wide IT change control processes.

This position works directly with IT Leadership, hotel departments, and third-party vendors to help ensure that applications, user access, and technology changes are implemented in a controlled, secure, and operationally sound manner. The Applications Manager plays a key role in resolving issues, supporting business needs, maintaining system stability, and improving overall service delivery

Responsibilities
• Administer, support, configure, and maintain hotel business and operational applications across the property.
• Perform application setup, configuration changes, testing, troubleshooting, and issue resolution based on operational needs and approved requests.
• Support systems related to hotel operations, including hospitality, retail, workforce management, finance, reporting, and guest service platforms.
• Manage onboarding and offboarding access, including account provisioning, mailbox setup, group membership updates, permissions changes, and timely deactivation of access.
• Coordinate with department leaders and end users to gather requirements, understand workflows, and ensure systems are configured to meet operational needs.
• Troubleshoot application issues and work with vendors and internal IT resources to resolve incidents, service requests, and escalations in a timely manner.
• Coordinate and support system upgrades, patches, enhancements, implementations, and application changes while minimizing disruption to hotel operations.
• Maintain system and process documentation, including application configurations, support procedures, account administration processes, and change records.
• Oversee and help enforce IT change control procedures throughout the property to ensure changes are properly documented, reviewed, approved, communicated, tested where appropriate, and implemented in a controlled manner.
• Track planned and completed changes and help communicate potential impacts, downtime, and operational considerations to affected departments.
• Support audit, compliance, and internal control requirements related to user access, application administration, and change management.
• Provide user support, guidance, and training related to business applications, account access, and system changes.
• Assist with special projects, go-lives, and other related duties as assigned.

Qualifications

SKILLS AND KNOWLEDGE
• Knowledge of business application support, system administration, and user access management principles and practices.
• Strong troubleshooting and problem-solving skills with the ability to identify issues, analyze root causes, and coordinate timely resolution.
• Working knowledge of Active Directory, email administration, user provisioning, permissions management, and account lifecycle processes.
• Understanding of IT change control, documentation standards, and operational support processes.
• Ability to manage multiple priorities in a fast-paced hospitality environment with strong attention to detail and follow-through.
• Ability to communicate effectively with guests, staff, managers, vendors, and technical teams.
• Ability to work independently and exercise sound judgment in handling support issues, access requests, and system changes.
• Ability to operate office equipment and technology tools including computers, software, and related systems.
• Ability to read, write, and understand English.
• Knowledge, understanding, and compliance of policies and procedures, job descriptions, daily memorandums, and other business and operational instructions.

PHYSICAL DEMANDS
• Bachelor's degree in Information Technology, Business Systems, Hospitality Technology, or related field preferred.
• Minimum of three to five years of relevant experience supporting business applications, user account administration, or hotel technology systems preferred.
• Previous experience in a hotel, resort, hospitality, or other service-driven operational environment preferred.
• Experience working with third-party vendors, enterprise applications, and end-user support preferred.
• Experience supporting hospitality and operational systems, including point-of-sale, property management, reporting, workforce management, and accounting-related applications, preferred.
• Familiarity with platforms such as Infogenesis, Opera PMS, reporting tools, and financial systems is considered a plus.

WORK ENVIRONMENT Work is performed in an office, computer room, and various operational areas throughout the property. The role may require entering guest-facing and back-of-house locations to provide application, account, and technical support. The employee must be able to tolerate varying conditions, including fluctuations in noise level, temperature, lighting, and air quality. Varied work hours, including evenings, weekends, and

occasional holidays, may be required based on operational needs, system changes, upgrades, or business-critical support requirements.

PHYSICAL DEMANDS Requires prolonged walking, sitting, and standing. Eye/hand coordination and manual dexterity. Ability to distinguish letters, symbols, and colors. Ability to push and/or pull a file cabinet weighing five to fifteen pounds.

This job description is intended to convey information essential to understanding the scope of this position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. The employer reserves the right to revise duties as needed. We encourage applicants of all backgrounds to apply and join our team in providing exceptional service to our guests.