Job summary
The Technology Experience Manager leads the execution and day-to-day management of technology operations at the property level, ensuring all systems support guest experiences, operational efficiency, and business objectives.
This role translates corporate IT strategies and initiatives into practical implementations while managing critical infrastructure, cybersecurity, and guest-facing technologies. The Technology Experience Manager demonstrates drive in delivering technology projects on time and within budget, maintains a guest-centric approach to all technology solutions, and proactively identifies opportunities to improve systems and processes. Working closely with property leadership and corporate IT teams, this manager ensures technology systems are reliable, secure, and enable exceptional service delivery while supporting the property's operational and financial goals.
Essential Duties and Responsibilities - (Key Activities)
Technology Operations & System Management
- Manages daily IT operations including system monitoring, maintenance, and troubleshooting to ensure optimal performance.
- Executes technology projects and initiatives within established timelines and budgets, coordinating with corporate IT teams to deploy enterprise-wide updates.
- Monitors system performance metrics and reports on operational efficiency to ensure reliable service delivery.
Cloud Infrastructure & Digital Solutions
- Manages and maintains cloud platforms (Azure, Oracle Cloud Infrastructure)for daily operations, implementing cloud-based solutions and automation tools as directed.
- Executes automation projects and monitors cloud resource utilization and costs.
- Proactively identifies opportunities to optimize infrastructure performance and support digital transformation initiatives at the property level.
Guest Experience & Systems Support
- Provides technology support to hotel operations and guests, managing property management systems (PMS, POS) and guest-facing technologies.
- Implements guest experience enhancements through technology solutions and coordinates with departments to optimize technology integration with service delivery.
- Monitors and troubleshoots technology issues affecting guest services and executes digital solutions that improve guest personalization and satisfaction.
Cybersecurity & Compliance Operations
- Executes cybersecurity policies and maintains security protocols, implementing security measuresusing Defender end point security, antivirus, web filtering, and patch management.
- Ensures compliance with data security and privacy regulations (GDPR, CCPA) and maintains ROPA documentation.
- Conducts property-level privacy awareness training and executes corporate privacy requirements on schedule.
Team Coordination & Technical Support
- Supervises IT support staff and provides technical guidance and mentorship to team members.
- Serves as liaison between technical and non-technical staff, facilitating communication between property teams and corporate IT.
- Identifies opportunities to improve team performance and coordination while training staff on new technologies and security protocols.
Project Implementation & Vendor Management
- Executes assigned technology projects and ensures deliverables meet specifications within established timelines and budgets.
- Manages vendor relationships and service agreements, monitoring project outcomes and identifying lessons learned.
- Proactively coordinates project activities and addresses challenges to ensure successful completion and delivery of results.
Documentation & Training Support
- Maintains up-to-date documentation for technology systems and procedures, creating user guides and training materials.
- Conducts training sessions on new technologies and security practices, assisting in developing technology literacy across hotel departments.
- Continuously improves documentation and training based on staff feedback to enhance usability and adoption.
Performs other similar or related duties as necessary.
Required Skills and Knowledge
Technical Expertise
- Strong knowledge of cloud platforms(Azure, Oracle Cloud Infrastructure)withhands-on experience
- Experience with hotel property management systems (PMS, POS) and guest-facing technologies
- Understanding of cybersecurity frameworks and privacy regulation compliance
- Knowledge of automation tools and scripting capabilities
- Experience with network infrastructure, server management, and system integration
- Familiarity with data analytics and database management systems
Management & Communication Skills
- Strong communication and interpersonal skills with ability to work with all organizational levels
- Proven ability to manage technical teams and coordinate with multiple stakeholders
- Project coordination experience with focus on implementation and execution
- Vendor management experience and basic contract oversight capabilities
- Ability to translate technical concepts for non-technical audiences
Industry Knowledge
- Understanding of hospitality industry technology needs and guest experience requirements
- Knowledge of hotel operations and guest service delivery processes
- Familiarity with hospitality industry standards and compliance requirements
- Understanding of luxury hospitality technology expectations
Qualifications
- Bachelor’s degree in information technology, Computer Science, or related field
- Minimum 3years of IT leadership experience, preferably within the luxury hospitality industry
- Proven track record of managing complex technology environments and leading digital transformation initiatives
Preferred Qualifications
- Cybersecurity certifications (Security+, CISSP Associate, or equivalent)
- Project management experience or certifications
- Experience with automation tools and scripting languages
- Knowledge of hospitality-specific technologies and integrations
- Previous experience in luxury hospitality technology operations
Competencies
- Guest-centricity - Ensures technology solutions enhance the guest journey and gathers feedback from guests and staff to continuously improve technology usability and service delivery impact.
- Drive - Executes technology initiatives on time and within budget, maintaining momentum through technical challenges while delivering measurable results and operational continuity.
- Initiative (Management competency)- Identifies opportunities to improve technology systems and proactively drives continuous improvements in technology operations while executing assigned corporate IT initiatives.
Working Conditions
- Full-time position with occasional evening and weekend availability for system maintenance
- On-call responsibilities for critical system issues
- Fast-paced operational environment requiring quick problem-solving
- Interaction with guests, staff, and vendors in professional setting
- Continuous learning required to stay updated with technology trends
Employee must be subject to passing background check to be eligible for the position.
Experience
4+ years progressive work-related experience in multiple areas of Information Technology
The Statements in this job description are intended to represent the key duties, essential nature and level of work being performed. They are not intended to be all responsibilities or qualifications of the job. Job description may be updated at any time.
