Job Description

Job Summary

Silver Dollar City is ushering in a new era of Ozarks hospitality with its first-ever landmark resort, a stunning six-story, craftsman-style, 262-room retreat which overlooks sweeping, untouched vistas of the Ozark Mountains and Table Rock Lake. Thoughtfully designed to blur the lines between nature, craft, and comfort, Silver Dollar City Resort offers guests direct, priority access to the park and nearby attractions and serves as a focal point of a major multi-million-dollar investment redefining the Branson experience. From the theme park and White Water to Showboat cruises and the region’s most beloved adventures, the resort is the best way to experience it all.

Joining the Silver Dollar City Resort team is becoming part of a legacy of service. Rooted in the Herschend family’s decades-long commitment to heartfelt hospitality, inspiring storytelling, and the preservation of regional craft, this organization has grown from a single cave tour in the 1950s into the world’s largest family-owned theme park, attractions, and hospitality company. If you’re passionate about creating meaningful, memory-making experiences and want to play a foundational role in shaping how thousands of families discover the Ozarks for generations to come, this is a rare opportunity to help build something extraordinary with a mission-driven team that truly cares.

The ideal candidate will be responsible for overseeing the IT operations at the resort, ensuring the optimal performance of all guest-facing and back-of-house technology systems. This role requires both technical knowledge, leadership and operational insight to support hotel functions and enhance the guest experience.

Summary of Essential Functions & Responsibilities

• Lead the hotel’s overall IT strategy and daily operations, from pre-opening through post-launch phases.
• Manage the IT pre-opening critical path, ensuring all infrastructure and system milestones are completed on time.
• Oversee implementation, management of all Property Management Systems (PMS), Point of Sale (POS) systems, and other essential back-of-house and front-of-house operational software, ensuring alignment with HFE standards and business objectives.
• Maintain open lines of communication with hotel leadership and the HFE Hospitality team to ensure seamless coordination on project implementations, system enhancements, and issue resolution.
• Lead and guide the Property IT Support team where applicable, ensuring high-quality service delivery, adherence to IT policies, and enforcement of service level agreements (SLAs).
• Track key performance indicators (KPIs) to assess and continuously improve IT support, service efficiency, and overall operational effectiveness.
• Collaborate with hotel leadership to address IT challenges impacting revenue, operations, or guest experience while proactively recommending solutions.
• Maintain in-depth knowledge of hotel technology systems to effectively support operators in managing and troubleshooting back-of-house and front-of-house systems.
• Oversee operational IT budgets, monitor expenses, and contribute to annual capital planning to ensure cost-effective technology investments and long-term infrastructure sustainability.
• Drive new system implementations, upgrades, and replacements while acting as a liaison between hotel operations and the Enterprise Hospitality Technology team.
• Ensure accurate tracking of computer hardware and software inventories to support compliance, security, and system optimization.
• Perform after-action reviews to document lessons learned, identify areas for improvement, and implement strategies to enhance IT service delivery.
• Pursuing professional development, obtain relevant certifications, and recommend new technologies that improve hotel operations and enhance guest experience.
• Create and maintain IT training materials to support employee learning, system proficiency, and operational efficiency.
• Provide IT support and ensure smooth technology rollouts for new property openings as needed
• Conduct regular audits to ensure compliance with industry and Herschend standards.

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

• Bachelor’s degree in Information Technology, Hospitality Management, or equivalent education and experience.
• Minimum of three years of experience in IT support or IT management within the hospitality industry.
• Experience leading hotel pre-opening IT implementations is highly desirable.
• Strong knowledge of hospitality systems and operations.
• Strong working knowledge of IT best practices, networking infrastructure, cloud solutions, and data protection policies.
• Industry certifications are preferred but not required.
• Proven leadership and project management skills, with strong communication and cross-departmental collaboration.
• Ability to solve complex problems quickly and effectively under pressure.
• Ability to prioritize assignments and complete work on time.
• Ability to read, write, and communicate verbally in English as needed to perform the essential duties of the position.
• Ability to maintain dependable attendance and work assigned schedules, including required overtime, evenings, weekends, holidays, system emergencies, and project deadlines.
• Must successfully complete a pre-employment background check and drug screen.

Physical Requirements

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Standing and walking: Stand and walk indoors and outdoors on surfaces that may include tiles, wood, carpet, asphalt, concrete, uneven terrain, and inclines.
• Climbing: Ascend and descend stairs and ladders and navigate uneven or sloped surfaces.
• Lifting and moving: Lift and/or move up to 50 pounds.
• Movement and reaching: Stoop, bend, kneel, crawl, twist, stretch, and reach, including reaching above the head and shoulders.
• Hand use: Use hands and fingers to handle tools, equipment, and other materials requiring manual dexterity.
• Communication: Speak and hear as needed to perform the essential duties of the position.
• Work environment: Perform job duties outdoors in varying weather conditions, including extreme heat and cold.

Benefits Offered

• Free Admission - Free admission to Silver Dollar City Attractions and discounted admissions to Herschend Enterprises’ attractions and resorts across the US for you and your dependents.
• Exclusive Admission Discounts - Complimentary tickets & discounts on season passes for loved ones.
• Food & Merchandise Discounts - Discounts on dining, drinks and merchandise across Silver Dollar City Attractions.
• 401(k) & Profit Sharing - The Profit Sharing and 401(k) Retirement Plan is available to hosts after they have been with the Company for 3 months (Monthly Plan Entry Dates).
• Health Insurance - Affordable health plan options (co-pay, HSA, FSA) available to all full-time seasonal and year-round employees.
• Mary's Well House - Employee health center provides employees with basic office visits, x-rays and lab work for co-pay, whether insured or not.
• Free Tuition – Earn your degree, debt-free. 100% free tuition starting day one of employment. Learn more at  https://herschend.guildeducation.com/partner.
• See all the benefits offered through Silver Dollar City at: https://www.silverdollarcity.com/Employment/Benefits.

Equal Opportunity Employer/ Disabled/ Veterans

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.