Responsibilities
The Applications Manager is responsible for the day-to-day administration, support, configuration, vendor coordination, documentation, and continuous improvement of Fontainebleau Miami Beach business applications and hospitality systems. This role serves as the operational bridge between Information Technology, hotel operations, finance, retail, food and beverage, spa, human resources, and third-party vendors to ensure systems are stable, secure, properly configured, and aligned with property workflows.
This is a hands-on hospitality technology role with a strong focus on applications such as PMS, POS, retail, workforce management, finance, reporting, guest service, ticketing, and operational platforms. The Applications Manager supports issue resolution, system upgrades, user access, change control, testing, training, documentation, and application-related projects that affect daily hotel operations.
ESSENTIAL FUNCTIONS
- Administer, support, configure, and maintain hotel business applications used across front office, rooms, food and beverage, retail, spa, finance, accounting, workforce management, guest services, and back-of-house operations.
- Serve as the primary IT application support contact for operational departments, translating business needs into application configuration, access, reporting, workflow, and vendor support requirements.
- Support PMS, POS, retail, workforce, finance, reporting, guest service, ticketing, and interface-related issues, including troubleshooting, testing, escalation, resolution tracking, and post-resolution follow-up.
- Coordinate with third-party vendors and internal IT resources to troubleshoot application incidents, service requests, outages, upgrades, integrations, interface failures, and recurring system issues.
- Perform and document application configuration changes, user role changes, security permissions, system setup, testing, and validation based on approved requests and operational need.
- Manage application access requests including onboarding, offboarding, account provisioning, mailbox coordination, group membership updates, permissions changes, and timely deactivation of access.
- Support and help enforce IT change control procedures for property-wide technology changes, including request intake, review, approval, communication, testing, implementation, rollback considerations, and closure documentation.
- Maintain accurate application documentation, including system ownership, vendor contacts, support procedures, configuration notes, recurring issues, access standards, change records, and operational workflows.
- Assist with system upgrades, patches, go-lives, new application rollouts, system conversions, and property technology projects while minimizing business disruption.
- Partner with department leaders to identify process improvements, reduce recurring issues, improve reporting, improve user experience, and ensure systems are being used properly.
- Provide user support, basic training, job aids, and guidance for business applications, account access, reports, workflows, and approved system changes.
- Support audit, compliance, PCI, internal control, and access review requirements related to applications, user permissions, segregation of duties, change management, and documentation.
- Monitor open application issues and vendor tickets, communicate status to stakeholders, and escalate urgent or business-critical matters appropriately.
- Assist IT Leadership with application roadmaps, system replacement evaluations, vendor performance reviews, service improvement initiatives, and special projects as assigned.
PRIMARY SYSTEMS SUPPORTED
Systems may include but are not limited to: Opera PMS / Opera Cloud, InfoGenesis / Agilysys POS, Retail Pro, UKG, Microsoft 365, Active Directory, Freshworks / Freshservice, HotSOS, Book4Time, PASUnity, Owner Relations / Condo systems, Avero, Evention, RedRock, CeloPay, MS Shifts, reporting tools, financial systems, interfaces, and other property business applications.
Qualifications
CANDIDATE REQUIREMENTS
SKILLS AND KNOWLEDGE
- Strong understanding of hotel operations and the role technology plays in front office, POS, retail, finance, workforce management, guest service, and back-of-house workflows.
- Hands-on experience supporting enterprise or hospitality applications, including configuration, access management, troubleshooting, testing, vendor escalation, and documentation.
- Working knowledge of Active Directory, Microsoft 365, email administration, user provisioning, group membership, permissions management, and account lifecycle processes.
- Understanding application interfaces, integrations, data flow, reporting, operational dependencies, and the business impact of application downtime or configuration errors.
- Strong troubleshooting skills with the ability to gather facts, reproduce issues, identify root cause, coordinate resources, and communicate practical next steps.
- Knowledge of IT change control, access control, audit support, documentation standards, ticketing systems, and service management practices.
- Ability to manage multiple priorities in a fast-paced, 24/7 luxury hospitality environment while maintaining attention to detail and follow-through.
- Ability to communicate clearly with executives, managers, hourly team members, vendors, and technical teams in both technical and non-technical language.
- Ability to work independently, exercise sound judgment, protect confidential information, and escalate issues appropriately.
EDUCATION AND EXPERIENCE
- Minimum of three to five years of experience supporting business applications, hospitality systems, user access administration, or enterprise operational systems preferred.
- Previous experience in a hotel, resort, casino, restaurant group, retail, spa, hospitality, or other service-driven 24/7 operational environment strongly preferred.
- Experience with PMS, POS, retail, workforce management, reporting, accounting, ticketing, or guest service platforms preferred.
- Familiarity with systems such as Opera PMS / Opera Cloud, InfoGenesis / Agilysys POS, Retail Pro, UKG, Freshworks / Freshservice, HotSOS, Book4Time, PASUnity, Avero, Evention, RedRock, or similar platforms is a plus.
- Experience working directly with third-party vendors, support portals, service tickets, upgrades, implementations, issue escalations, and production support preferred.
- Bachelor’s degree in Information Technology, Business Systems, Hospitality Technology, Computer Information Systems, or related field preferred. Equivalent hands-on experience may be considered in lieu of a degree.
- Relevant certifications such as ITIL, Microsoft, CompTIA, hospitality technology, project management, or application-specific certifications are a plus but not required.
WORK ENVIRONMENT
Work is performed in an office, computer room, guest-facing areas, and back-of-house operational areas throughout the property. This role supports a 24/7 hotel environment and may require occasional evenings, weekends, holidays, or after-hours support for system upgrades, application changes, outages, go-lives, or business-critical issues.
PHYSICAL DEMANDS
Requires continuous mobility throughout a large resort environment. Ability to stand, walk, bend, stoop, kneel, climb, reach, and perform repetitive motions for extended periods. Ability to push, pull, move, and lift supplies, equipment, and materials weighing up to 50 pounds. Required use of computer equipment, and ability to distinguish letters, numbers, symbols, and colors. Requires normal vision, hearing, hand-eye coordination, and manual dexterity to perform assigned duties.
