Information Technology | Application Manager

Fontainebleau Florida Hotel•Miami Beach, FL

18h•Onsite

About The Position

The Applications Manager is responsible for day-to-day administration, support, configuration, vendor coordination, documentation, and continuous improvement of Fontainebleau Miami Beach’s business applications and hospitality systems. The role acts as an operational bridge between Information Technology, hotel operations, finance, retail, food and beverage, spa, human resources, and third-party vendors to ensure systems are stable, secure, properly configured, and aligned with property workflows. This hands-on hospitality technology role focuses on applications including PMS, POS, retail, workforce management, finance, reporting, guest service, ticketing, and operational platforms. The manager supports issue resolution, system upgrades, user access, change control, testing, training, documentation, and application-related projects that affect daily hotel operations. Systems may include Opera PMS / Opera Cloud, InfoGenesis / Agilysys POS, Retail Pro, UKG, Microsoft 365, Active Directory, Freshworks / Freshservice, HotSOS, Book4Time, PASUnity, Owner Relations / Condo systems, Avero, Evention, RedRock, CeloPay, MS Shifts, reporting tools, financial systems, interfaces, and other property business applications.

Requirements

Strong understanding of hotel operations and technology across front office, POS, retail, finance, workforce management, guest service, and back-of-house workflows.
Hands-on experience supporting enterprise or hospitality applications, including configuration, access management, troubleshooting, testing, vendor escalation, and documentation.
Working knowledge of Active Directory, Microsoft 365, email administration, user provisioning, group membership, permissions management, and account lifecycle processes.
Understanding of application interfaces, integrations, data flow, reporting, operational dependencies, and the business impact of application downtime or configuration errors.
Strong troubleshooting skills, including gathering facts, reproducing issues, identifying root causes, coordinating resources, and communicating practical next steps.
Knowledge of IT change control, access control, audit support, documentation standards, ticketing systems, and service management practices.
Ability to manage multiple priorities in a fast-paced, 24/7 luxury hospitality environment while maintaining attention to detail and follow-through.
Ability to communicate clearly with executives, managers, hourly team members, vendors, and technical teams in technical and non-technical language.
Ability to work independently, exercise sound judgment, protect confidential information, and escalate issues appropriately.
Three to five years of experience supporting business applications, hospitality systems, user access administration, or enterprise operational systems preferred.
Bachelor’s degree in Information Technology, Business Systems, Hospitality Technology, Computer Information Systems, or a related field preferred; equivalent hands-on experience may be considered in lieu of a degree.
Ability to stand, walk, bend, stoop, kneel, climb, reach, and perform repetitive motions for extended periods; push, pull, move, and lift supplies, equipment, and materials weighing up to 50 pounds.
Ability to use computer equipment and distinguish letters, numbers, symbols, and colors; normal vision, hearing, hand-eye coordination, and manual dexterity are required.

Nice To Haves

Previous experience in a hotel, resort, casino, restaurant group, retail, spa, hospitality, or other service-driven 24/7 operational environment.
Experience with PMS, POS, retail, workforce management, reporting, accounting, ticketing, or guest service platforms.
Familiarity with Opera PMS / Opera Cloud, InfoGenesis / Agilysys POS, Retail Pro, UKG, Freshworks / Freshservice, HotSOS, Book4Time, PASUnity, Avero, Evention, RedRock, or similar platforms.
Experience working directly with third-party vendors, support portals, service tickets, upgrades, implementations, issue escalations, and production support.
Relevant ITIL, Microsoft, CompTIA, hospitality technology, project management, or application-specific certifications.

Responsibilities

Administer, support, configure, and maintain hotel business applications used across front office, rooms, food and beverage, retail, spa, finance, accounting, workforce management, guest services, and back-of-house operations.
Serve as the primary IT application support contact for operational departments, translating business needs into application configuration, access, reporting, workflow, and vendor support requirements.
Support PMS, POS, retail, workforce, finance, reporting, guest service, ticketing, and interface-related issues through troubleshooting, testing, escalation, resolution tracking, and post-resolution follow-up.
Coordinate with third-party vendors and internal IT resources to troubleshoot application incidents, service requests, outages, upgrades, integrations, interface failures, and recurring system issues.
Perform and document application configuration changes, user role changes, security permissions, system setup, testing, and validation based on approved requests and operational needs.
Manage application access requests, including onboarding, offboarding, account provisioning, mailbox coordination, group membership updates, permissions changes, and timely access deactivation.
Support and help enforce IT change control procedures for property-wide technology changes, including intake, review, approval, communication, testing, implementation, rollback considerations, and closure documentation.
Maintain application documentation, including system ownership, vendor contacts, support procedures, configuration notes, recurring issues, access standards, change records, and operational workflows.
Assist with system upgrades, patches, go-lives, application rollouts, system conversions, and property technology projects while minimizing business disruption.
Partner with department leaders to identify process improvements, reduce recurring issues, improve reporting and user experience, and ensure systems are used properly.
Provide user support, basic training, job aids, and guidance for business applications, account access, reports, workflows, and approved system changes.
Support audit, compliance, PCI, internal control, and access review requirements related to applications, user permissions, segregation of duties, change management, and documentation.
Monitor open application issues and vendor tickets, communicate status to stakeholders, and escalate urgent or business-critical matters appropriately.
Assist IT Leadership with application roadmaps, system replacement evaluations, vendor performance reviews, service improvement initiatives, and special projects as assigned.