Information Technology Manager

Hersha Hospitality Management LP•Boston, MA

6d•Onsite

About The Position

As the Information Technology (IT) Manager, you will be responsible for overseeing all aspects of technology infrastructure, systems, and operations within our luxury hotel. Your role will be pivotal in ensuring the smooth and efficient functioning of our hotel's IT infrastructure, as well as driving technological innovation to enhance the guest experience. You will work closely with other departments to align technology strategies with the overall business objectives of the hotel.

Requirements

Associate or bachelor’s degree in information technology, computer science, or a related field, or equivalent relevant experience.
At least three (3) to five (5) years of progressive IT experience; hospitality or hotel technology experience preferred.
Practical knowledge of hotel technology systems, including property management, point-of-sale, guest service, and related applications.
Strong working knowledge of IT infrastructure, end-user support, cybersecurity practices, data privacy, and backup procedures.
Ability to independently organize priorities, coordinate projects and vendors, exercise sound judgment, and follow issues through to resolution.
Strong customer service, communication, and relationship-building skills, with the ability to work effectively with associates, department leaders, and outside providers.
Effective analytical and problem-solving skills, including the ability to explain technical information to non-technical users.
Flexible scheduling is required, including availability of responding to operational needs outside standard business hours when necessary.
Must be able to lift to 30 lbs. on a regular and continuous basis.
Ability to communicate effectively in English; a second language is desirable.

Responsibilities

Coordinate daily IT operations and prioritize service requests to support the needs of hotel associates and guests.
Serve as the primary point of contact for department leaders regarding technology requests, service concerns, and system-related operational needs.
Manage and troubleshoot hotel technology, including networks, servers, databases, telephone systems, workstations, and related equipment; engage in specialized support when needed.
Monitor system availability and performance, investigate service disruptions, and coordinate timely resolution with internal stakeholders and external providers.
Coordinate installation, configuration, maintenance, and integration of hotel systems, including property management, point-of-sale, guest service, and revenue management platforms.
Plan and coordinate technology projects and system upgrades, including schedules, vendor activities, testing, communications, associate guidance, and post-implementation follow-up.
Maintain and administer IT procedures for system access, cybersecurity, data protection, backups, and business continuity; promptly escalate significant risks or incidents.
Manage relationships with external IT vendors and service providers, coordinate service calls, monitor service quality, and follow up on outstanding deliverables.
Assist in preparing and monitoring the IT operating and capital budgets, track expenditures, review invoices, and identify cost-effective solutions.
Maintain accurate inventories and records for hardware, software, licenses, system configurations, service requests, and technology procedures.
Identify recurring issues, operational technology needs, and opportunities for improvement; develop recommendations and present them to hotel leadership.
Coordinate technology training, instructions, and communications to help associates use hotel systems effectively and consistently.
Help maintain 24-hour technology coverage by coordinating escalation processes, onsite response, and third-party support as required.
Keep informed of relevant technology developments and evaluate practical applications that may improve hotel efficiency, service, or security.