Commercial Systems ManagerPosition OverviewCharleston, SC - The Commercial Systems Manager is a key strategic role within the Revenue Management team at Charlestowne Hotels, responsible for the performance, integrity, and optimization of all commercial technology systems across the portfolio. This position serves as the primary liaison between Revenue Management, Information Technology, the corporate home office, and external system vendors. The ideal candidate possesses a strong technical foundation, a thorough understanding of hospitality systems, and the ability to translate complex system requirements into actionable solutions across teams. This position reports directly to the Vice President of Revenue Management.
Core ResponsibilitiesSystems Operations
- Serve as the primary internal support contact and subject matter expert for commercial technology platforms across the portfolio, including Property Management Systems (PMS), Central Reservation Systems (CRS), Revenue Management Systems (RMS), and Sales & Catering Systems, Business Intelligence platforms, and OTA extranets.
- Perform ongoing audits and maintenance of platforms - including PMS (e.g., Roomkey, StayNTouch, Opera Cloud), CRS (e.g., Synxis, Amadeus), RMS (e.g., IDeaS, Duetto), and Sales & Catering systems (e.g., Delphi, Cvent) - to ensure accurate configuration, data integrity, and correct content.
- Ensure rate mapping, room type mapping, inventory controls, and hotel product information are accurately maintained across all applicable systems and distribution channels.
- Monitor systems proactively to identify discrepancies and configuration errors, escalating and resolving issues as appropriate.
- Maintain and update property content and presence across all connected internet distribution and booking platforms as directed.
- Serve as the Revenue Department lead for cross-departmental systems, including but not limited to Revinate and Profit Sword.
Vendor Management
- Act as the primary internal point of contact for all commercial system vendors, coordinating issue resolution and escalating service concerns as needed.
- Communicate system updates, enhancements, configuration changes, and outages from corporate and vendors to the Revenue Management team and property-level stakeholders in a timely and clear manner.
- Partner with home office and IT teams on system implementations, upgrades, and integrations to ensure alignment with revenue management objectives
Onboarding & Implementation
- Lead system onboarding and transition activities for new properties joining the Charlestowne Hotels portfolio, ensuring all commercial systems are fully configured, tested, and operational prior to opening or transition.
- Develop and maintain onboarding documentation, system setup checklists, and transition playbooks to support consistent and efficient portfolio growth.
- Coordinate with Revenue Leadership, IT, and property teams to ensure seamless system cutovers with minimal disruption to operations.
Reporting, Analysis & Optimization
- Support the accurate preparation and distribution of revenue reporting, including market segmentation analysis, production reports, and inventory maintenance summaries.
- Perform cross-portfolio reporting and system comparisons to identify trends, anomalies, and opportunities for operational improvement.
- Assist the Revenue Leadership team with end-of-month reporting processes and ad hoc data requests.
- Leverage AI and LLM tools (e.g., Claude, Gemini) to develop new workflows, automate routine processes, and enhance the team's analytical capabilities.
Required Qualifications- Prior experience in hotel revenue management, front office operations, or hospitality technology strongly preferred.
- Proven experience in project management and/or system implementation in a hospitality or technology environment.
- Hands-on experience with hospitality PMS platforms such as Roomkey, StayNTouch, or Opera Cloud.
- Demonstrated proficiency with Central Reservation Systems (CRS) such as Synxis or Amadeus.
- Working knowledge of Revenue Management Systems (RMS) and BI tools such as IDeaS, Duetto, or Lighthouse.
- Familiarity with Sales & Catering platforms such as Delphi, TripleSeat, or Event Temple.
- Advanced proficiency in Microsoft Excel and revenue data reporting.
- Strong organizational skills with meticulous attention to detail and the ability to manage multiple priorities simultaneously.
- Excellent verbal and written communication skills, with the ability to translate technical concepts for non-technical stakeholders.
- Demonstrated ability to collaborate cross-functionally across Revenue, IT, and property-level teams.
- Curiosity and initiative in applying AI and LLM tools to build smarter workflows and drive operational efficiency.
