DIrector of Information Technology (Hospitality)

Symmetry I.T.•Miami, FL

16d•Onsite

About The Position

The IT Director leads hotel technology operations and project delivery, ensuring systems are stable, secure, well-documented, and aligned with business goals. This role is hands-on and execution-focused, with strong emphasis on project management and issue resolution, detailed documentation, vendor management, hotel systems (Opera Cloud, Micros Symphony, guest room technology), organization, and strong data governance. The IT Director also drives practical use of AI, secure data exchange, and automation to improve uptime, consistency, and service delivery.

Requirements

Associate’s degree in Information Technology or equivalent combination of certifications and demonstrated hands-on experience.
Strong experience supporting Microsoft environments, including Windows endpoints, Microsoft 365, identity/access management, and core productivity and collaboration tools.
Proven experience in an enterprise, networked environment supporting hotel operations, including structured troubleshooting, change control, and uptime-focused support.
Strong working knowledge of wired and wireless networking, including VLAN concepts, switching, firewall fundamentals, and hotel-grade Wi-Fi operations.
Hotel technology experience required, with hands-on support for systems such as Opera Cloud (or Opera), Micros Symphony and guest service/operations platforms (including HotSOS or similar).
Experience supporting guest room technology ecosystems and coordinating vendors for resolution and upgrades.
Strong vendor management skills, including quoting, SOW review, scheduling, escalation, acceptance testing, and invoice validation.
Demonstrated success managing technology projects, including planning, documentation, stakeholder updates, and post-project handoff.
Excellent written and verbal communication skills, with a track record of producing clear documentation (network diagrams, SOPs/runbooks, asset inventories, licensing records, and systems documentation).
Strong data governance mindset, including data ownership, access controls, retention practices, and secure integration practices.
Practical experience implementing process improvement, automation, and AI-enabled operational enhancements while maintaining security and compliance.
Ability to work flexible days/hours; on-call rotation and occasional after-hours work for critical maintenance windows required.

Nice To Haves

Multi-property management experience is a plus.
Bilingual English/Spanish desired but not required.

Responsibilities

Own day-to-day IT operations for back office, staff, and guest-facing environments.
Serve as the onsite technical lead for hotel projects, including installs, upgrades, migrations, and refresh cycles.
Drive disciplined issue resolution using triage, root-cause analysis, and clear stakeholder communications.
Administer, secure, configure, and troubleshoot all property hardware and software.
Manage hotel platforms and integrations, including Opera Cloud, Micros Symphony, and guest room technology (locks, in-room TV/casting, Wi-Fi, climate controls, tablets, etc.).
Oversee network and infrastructure services including switches, firewalls, access points, ISP circuits, and LAN/WAN services.
Support and coordinate technology for phone systems and A/V as needed, ensuring operational continuity for events and daily operations.
Lead vendor relationships end-to-end: quoting, SOW review, scheduling, escalation, acceptance testing, and invoice validation.
Maintain complete, accurate documentation for systems, network diagrams, inventories, passwords/vault processes, and software licensing.
Own asset lifecycle management: warranties, replacements, standards, spares, and patch/refresh planning.
Build and manage budgets, forecasts, and capital planning for the IT environment.
Establish and enforce security standards, access controls, and change management practices.
Maintain audit readiness and compliance requirements, including PCI controls and evidence collection.
Implement and enforce data governance practices: data ownership, access policies, retention, and system-of-record discipline.
Identify and implement automation opportunities (ticket triage, onboarding/offboarding, patch workflows, monitoring/alerting, inventory accuracy, standard reporting).
Improve visibility using operational dashboards and KPIs for uptime, incident trends, vendor performance, project status, and asset lifecycle.
Enable secure data exchange between hotel systems and vendors by enforcing API governance, access controls, logging, and data-quality standards.
Partner with hotel departments to define requirements and success criteria for new systems, enhancements, and upgrades.