IT Manager

Makeready LLC • Nashville, TN

6d • Onsite

About The Position

The Joseph is seeking an experienced, service-minded Information Technology (IT) Manager to lead the day-to-day technology operations of the hotel. This hands-on role is responsible for ensuring that hotel systems, networks, infrastructure, and guest-facing technology operate reliably, securely, and seamlessly. The IT Manager provides responsive technical support, protects hotel information and technology assets, and partners closely with hotel leadership, Makeready technology resources, Marriott, and approved technology providers to keep operations running efficiently. In a luxury hospitality environment, technology should operate effortlessly behind the scenes. The ideal candidate combines strong technical expertise and problem-solving ability with a genuine hospitality mindset, understanding that every system they support ultimately impacts either a guest or a team member.

Requirements

• Minimum of three years of progressive IT support or systems administration experience required.
• Hospitality technology experience strongly preferred.
• Previous experience supporting hotel operations or another environment requiring highly reliable technology and responsive support outside standard business hours preferred.
• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field preferred; equivalent practical experience will be considered.
• Relevant technical certifications are a plus.
• Experience managing technology vendors, projects, equipment inventories, documentation, and multiple competing operational priorities.
• Strong working knowledge of networking, wireless systems, Windows environments, Microsoft 365, device management, and technical troubleshooting.
• Familiarity with hotel property management, point-of-sale, payment processing, telephony, and guest technology systems preferred.
• Working knowledge of cybersecurity practices, user access administration, backups, recovery procedures, and payment security requirements.
• Strong technical troubleshooting and analytical skills.
• Exceptional organization, discretion, attention to detail, and follow-through.
• Ability to explain technical issues clearly to nontechnical audiences.
• Strong project-management and vendor-management skills.
• Ability to work independently while collaborating effectively across multiple departments.
• Professional, approachable, patient, and solutions-focused demeanor.
• Ability to remain calm and responsive during system outages and other time-sensitive situations.
• Strong commitment to ownership, responsiveness, accountability, and exceptional service.

Nice To Haves

• Hospitality technology experience strongly preferred.
• Previous experience supporting hotel operations or another environment requiring highly reliable technology and responsive support outside standard business hours preferred.
• Relevant technical certifications are a plus.
• Familiarity with hotel property management, point-of-sale, payment processing, telephony, and guest technology systems preferred.

Responsibilities

• Develop and maintain the property technology plan in alignment with hotel priorities, guest experience goals, approved budgets, and Makeready technology standards.
• Assess system performance, recurring issues, operational risks, and equipment lifecycle needs to recommend improvements and replacement priorities.
• Maintain accurate documentation of system configurations, network diagrams, technology assets, software licensing, warranties, support contacts, and operating procedures.
• Identify opportunities to improve system reliability, efficiency, security, and the overall technology experience throughout the hotel.
• Oversee the daily operation, reliability, and performance of hotel technology systems.
• Provide hands-on support for computers, mobile devices, printers, telephones, collaboration tools, and hotel applications.
• Support property management, point-of-sale, payment processing, guest internet, in-room technology, telecommunications, and other hotel systems in coordination with approved providers.
• Monitor network connectivity, wireless coverage, servers, and related infrastructure.
• Troubleshoot outages and technical issues and appropriately escalate complex problems.
• Track support requests, communicate progress, document resolutions, and identify recurring problems to improve system reliability.
• Prioritize technical issues according to their impact on guests, hotel operations, revenue, and team member productivity.
• Serve as the primary property-level resource for technology questions and technical support.
• Provide responsive and professional assistance to hotel leaders and team members.
• Troubleshoot technical issues efficiently while communicating clearly with individuals who may have varying levels of technology experience.
• Train team members on approved systems, secure technology practices, and basic troubleshooting.
• Partner with Front Office, Food & Beverage, Finance, Engineering, Sales, Spa, People + Culture, and other departments to understand technology needs and minimize operational disruptions.
• Translate technical issues, risks, and recommendations into practical business terms for hotel leadership.
• Maintain a strong sense of ownership and follow through until issues are appropriately resolved.
• Provide attentive and discreet assistance with guest connectivity and in-room technology.
• Respond promptly when technology concerns directly impact the guest experience.
• Coordinate meeting and event technology support in a manner consistent with the hotel’s luxury service standards.
• Partner with operational departments to resolve guest-impacting technology concerns quickly and professionally.
• Approach each technical challenge with a hospitality mindset, recognizing that resolving the technology issue is also about restoring the guest experience.
• Support the service expectations of The Luxury Collection, Marriott, and Forbes Travel Guide.
• Administer approved user access, permissions, and account changes.
• Coordinate technology-related onboarding, transfers, and departures with People + Culture and department leaders.
• Implement approved security controls, software updates, endpoint protection, and access practices in partnership with corporate technology resources and approved vendors.
• Coordinate backup monitoring, restoration testing, disaster recovery documentation, and business continuity procedures for critical hotel systems.
• Promptly escalate suspected security incidents and follow established response procedures.
• Help protect confidential guest, team member, financial, and company information.
• Support applicable payment security and privacy requirements, including audit requests and remediation activities within the scope of the position.
• Prepare technology budget recommendations, forecasts, capital requests, and equipment replacement plans.
• Monitor approved technology spending and identify practical efficiencies in partnership with the Director of Finance.
• Maintain appropriate controls for hardware inventory, software licenses, subscriptions, warranties, and secure equipment disposal.
• Serve as a property point of contact for technology vendors and service providers.
• Coordinate vendor visits, repairs, installations, upgrades, and preventive maintenance.
• Review vendor support performance and invoices and escalate concerns regarding quality, response times, or contractual service commitments.
• Build effective relationships with hotel leadership, corporate technology resources, and external service providers.
• Coordinate technology system implementations, upgrades, integrations, and equipment installations.
• Participate in system testing, communication, training, implementation, and vendor follow-up.
• Schedule system maintenance and technology changes to minimize disruption to guests and hotel operations.
• Maintain appropriate rollback and contingency plans when completing significant technology changes.
• Support hotel renovations, capital projects, system conversions, and other technology initiatives as needed.
• Train team members on new or updated systems and technology procedures.
• Demonstrate consistent adherence to Makeready policies, procedures, and Guiding Principles.

Benefits

• Medical, dental and vision insurance
• Life and AD&D insurance
• Short- and long-term disability coverage
• Voluntary hospital, accident and illness plans
• Optional legal plan
• 401(k) Retirement Plan with Company Match
• Tuition Reimbursement Program
• Paid Maternity & Paternity Leave
• Childcare Assistance Match – up to $100 per month per child or eligible disabled spouse or parent
• Student Loan Repayment Assistance – up to $150 per month
• Employee Assistance Program
• Opportunity to earn up to four weeks of PTO within your first year
• Additional Birthday PTO
• Annual Volunteer PTO
• Hotel, Restaurant, Spa & Retail Discounts at Makeready Collection and ZaZa properties
• Team Member Referral Bonuses
• Birthday & Anniversary Recognition
• Wellness Initiatives
• Culture Council participation
• Recognition programs with rewards

What This Job Offers

• Job Type: Full-time
• Career Level: Manager