Job Description

The IT Manager is responsible for overseeing day-to-day information technology operations at the property level, ensuring reliable, secure, and efficient technology services for hotel operations, team members, and guests. This role serves as the operational bridge between IT Technicians and the IT Director, providing leadership, prioritization, and first-level decision-making while supporting compliance, security, and system stability

Responsibilities

· Provide day-to-day oversight of property IT operations, ensuring system uptime and service continuity across guest-facing and back-of-house environments

· Serve as the primary escalation point for IT Technicians, resolving issues prior to escalation to the IT Director

· Lead, assign, and prioritize work for IT Technician(s), including scheduling, workflow management, and follow-up on open issues

· Oversee ticket workflow and ensure timely resolution of end-user support requests based on operational impact

· Support and coordinate installations, upgrades, and maintenance of hotel technology systems and hardware

· Act as the property-level project lead for assigned IT initiatives, coordinating timelines, testing, and post-implementation support

· Maintain and validate documentation for hardware inventory, system configurations, software licensing, and access controls

· Serve as the primary on-site liaison for IT vendors, coordinating service calls and validating issue resolution

· Oversee warranties, replacements, and lifecycle tracking of IT equipment, escalating needs as appropriate

· Support execution of IT security standards, PCI-DSS requirements, scans, and remediation activities under the direction of the IT Director

· Ensure adherence to CoralTree IT policies, standards, and security practices at the property level

· Partner with hotel department leaders to support technology enhancements and operational needs

· Identify system inefficiencies and recommend improvements that enhance productivity, reliability, and guest experience

· Provide after-hours or on-call support for critical system issues as required

· Perform all other duties as assigned

Estimated Work Distribution

· IT Operations Oversight & Escalation Management – 40%

· Team Leadership & Workflow Management – 25%

· Systems, Documentation & Compliance Support – 15%

· Project & Vendor Coordination – 15%

· Continuous Improvement & Special Projects – 5%

Qualifications

· Associate Degree in Information Technology or equivalent combination of education, certification, and experience

· Minimum 3–5 years of IT support experience; hospitality or multi-property experience preferred

· Demonstrated experience supporting Microsoft operating systems and Microsoft 365 applications

· Working knowledge of networked computer environments, including basic networking and wireless (Wi-Fi) systems

· Experience supporting hotel systems including PMS, POS, and key systems preferred

· Demonstrated leadership capability or experience in a lead or supervisory IT role

· Strong written and verbal communication skills with the ability to work effectively with non-technical users

· Strong organizational and time management skills in a fast-paced environment

· Flexible to work evenings, weekends, holidays, and occasional on-call schedules

Working Environment/Physical Demands:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job.

· While performing the duties of this job, the team member is regularly required to walk, and stand, 6-8 hours per day, and may have exposure to basic cleaning supply chemicals.

· The team member is occasionally required to climb and use balance. Additionally, they will frequently be asked to use their hands and arms to reach, carry, pull, and lift up to 25 lbs. Specific vision abilities required by this job include close vision, distance vision, and peripheral vision.

· While performing the duties of this job, the team member will experience temperature fluctuations (heat, humidity), and moderate to high noise levels.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. This job description is subject to change at any time. The team member will be required to follow other instructions and perform other work-related duties requested by his or her supervisor.

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