Role OverviewThe IT Manager supports the stability, performance, and continuous improvement of technology operations across the company's hotel portfolio and corporate office. This role ensures that systems supporting property operations, guest experience, and corporate functions run reliably, securely, and in alignment with company standards. The IT Manager focuses on day-to-day operational execution, issue resolution, vendor coordination, and adherence to established processes, SLAs, and compliance requirements. In addition, the role participates and helps implement hotel transitions and openings.
Key ResponsibilitiesOperational Leadership- Manage daily IT operations for assigned properties, ensuring system uptime, reliability, and adherence to defined SLAs.
- Execute proactive monitoring, incident prevention steps, and rapid response procedures to reduce service disruptions.
- Provide hotel systems support oversight including PMS, POS, CRS, payment systems, network infrastructure, and guest-facing technologies.
IT SOX Controls & Governance- Support the execution and documentation of IT SOX operational controls.
- Assist with evidence collection, walkthrough preparation, and remediation activities in partnership with Internal Audit.
- Maintain accurate process documentation and control narratives aligned with compliance standards.
Hotel Transitions - Coordinate IT transition plans with the designated transition team.
- Document, execute, and deliver IT transition tasks for hospitality systems and infrastructure, coordinating with IT vendors to meet commitments.
- Assist with estimating, scoping, and overseeing cost estimates, statements of work, and hotel systems operating and capital budget plans.
Cybersecurity Collaboration- Work with Cybersecurity teams to implement security policies, standards, and best practices across assigned systems.
- Support vulnerability remediation, patching cycles, access reviews, and incident response activities.
- Ensure operational compliance with PCI, data privacy requirements, and brand security standards.
Vendor & Contract Support- Coordinate with vendors to ensure timely issue resolution and adherence to SLAs.
- Participate in vendor performance reviews and escalate issues as needed.
- Maintain vendor documentation, ticket history, and service performance data.
Performance Management & Analytics- Track and report KPIs related to IT operations, service desk performance, and system availability.
- Maintain dashboards and operational reports to highlight trends, risks, and improvement opportunities.
- Use data insights to recommend enhancements to processes and service delivery.
Service Delivery & Commitments- Work with IT vendors to coordinate IT activities such as upgrades, maintenance windows, and property support tasks.
- Partner with property leaders and corporate teams to ensure IT services meet business needs.
- Promote a culture of accountability, clear communication, and continuous improvement.
Qualifications- Minimum 3 years of hospitality industry experience with hotel systems (PMS, POS, CRS, payment systems, network operations, etc.).
- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
- Experience supporting SOX-related IT processes in a public-company environment.
- Hands-on experience collaborating with Cybersecurity teams.
- Experienced project leader with the ability to track project tasks, schedule, and budget.
- Demonstrated success managing IT operations in a multisite or service-oriented environment.
- Strong vendor coordination and SLA management skills.
- Proficiency with KPI tracking, dashboard tools, and operational analytics.
- Excellent communication, problem-solving, and stakeholder-support skills.
- Ability to work in a fast-paced environment with strong ownership and follow-through.
Preferred Attributes- Experience in hotel management companies or branded hotel environments.
- Familiarity with ITIL or similar service management frameworks.
- Proactive, service-oriented mindset with strong troubleshooting skills.
- Experience with project management methodologies and best practices.
