Job Description

Herschend is seeking an experienced and dynamic IT Technician to lead technology operations for our newest hospitality venture, Dolly Parton’s SongTeller Hotel, located in the heart of Downtown Nashville. The IT Technician plays an important role in keeping the technology behind the SongTeller Hotel experience running smoothly. Responsible for supporting the administration, stability, and optimization of hotel and lodging technology systems, this role helps ensure our Hosts have the tools they need to create seamless, memorable experiences for our guests. This role is perfect for someone who enjoys solving problems, helping others, and making a little behind-the-scenes magic happen.

Inspired by Dolly Parton's epic career and trailblazing spirit, SongTeller Hotel in Nashville is as unique as the global icon herself. Dolly welcomes guests to a place where they can Love Every Moment; it is a place to unplug, to connect with loved ones and to be entertained.

The IT Technician position provides a unique opportunity for the right individual to learn and expand IT efforts for Dolly Parton’s SongTeller Hotel featuring 240 rooms, two F&B Entertainment venues, a market, and Dolly Parton’s Museum. This position joins an enterprise-wide network of Hotel and Lodging IT professionals who collaborate, share best practices, and support one another across multiple resort properties. The role offers exposure to enterprise standards, modern hotel systems, and mentorship from experienced hotel technology leaders, with intentional training provided to close skill gaps and accelerate professional growth.

SongTeller Hotel Nashville is more than just a place to rest your head, it's a hub of music, style, and hospitality designed the Dolly-way. Sprinkled with glamour, artistic surprises and a sense of humor - it's an experience as unforgettable as the entertainer herself. SongTeller Hotel celebrates the people, talent and setting of the destination, weaving the local music and culinary scenes together. So come experience the unique charm, and hospitality that could only be created by the iconic hostess herself!

Summary of Essential Functions & Responsibilities

• Administer and support hotel and lodging technology systems including PMS, POS, guest-facing applications, access control, and system integrations.
• Learn and manage system configurations, user access, security roles, and change management for hotel and lodging platforms.
• Provide Tier 1 support for hotel and lodging system incidents including management of support tickets.
• Maintain records, assist with deployment and lifecycle documentation for hardware, mobile devices, printers and other IT Assets
• Provide basic user coaching and support job aids for common property technology
• Collaborate with Hotel and Lodging IT peers across the enterprise to share knowledge, troubleshoot issues, and align on standards.
• Troubleshoot interface failures, system performance issues, and vendor-related incidents with guidance and mentorship.
• Support system implementations, upgrades, patches, and testing activities.
• Help IT Manager maintain system documentation, runbooks, and configuration standards.
• Provide reporting on system health, recurring issues, and improvement opportunities
• Participate in a coverage model established by the Property IT Manager to support evenings, weekends, holidays and high-demand periods as business needs require

This job description is not an “all-inclusive’ list of the duties and responsibilities of this position or of the skills and abilities required to perform this position.

Qualifications

Required Qualifications

• 1–2 years of experience in an IT support, service desk, or technical support role
• Strong aptitude for learning new systems, technologies, and operational processes
• Demonstrated self-motivation, curiosity, and ability to learn quickly
• Willingness to grow into a specialized hotel and lodging systems role through structured training and mentorship.
• Basic understanding of Windows workstations, printers, mobile devices, networking concepts, user accounts, and common business applications.
• Strong communication, documentation, follow-up, and customer service skills.
• Ability to work a flexible schedule that may include evenings, weekends, holidays, and peak operating periods.

Preferred Qualifications

• Prior experience supporting hotel, resort, or lodging technology systems is highly desired but not required
• Experience with hospitality systems such as PMS, POS, guest messaging, service optimization, door locks, payment devices, or in-room entertainment systems.
• Interest in hospitality operations and guest-facing technologies
• Exposure to enterprise applications, system administration concepts, or integrations.

About Dolly Parton’s SongTeller Hotel and Herschend

Dolly Parton’s SongTeller Hotel is the newest hospitality venture of Herschend, the world’s largest family-owned themed attractions company that’s been Bringing Families Closer Together by Creating Memories Worth Repeating® for seven generations. Our 12,000+ passionate employees (hosts) collectively entertain 15 million guests each year across our two-dozen wholesome family entertainment brands. Each offers distinctive experiences that inspire discovery and deliver on Herschend’s commitment that every guest leaves with two things: a smile and a deeper connection with one another.

The heart of Herschend’s success has long been the world-renowned hospitality that’s rooted in our DNA. We call it Heartspitality®. It’s a unique culture that blends our ethos of Leading with Love and our purpose of Bringing Families Closer Together by Creating Memories Worth Repeating® to create real impact and joy that spreads through our hosts to our guests and out into our communities.

As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect.