Hospitality IT Leader: Guest Experience & Systems

HHM Hospitality; Boston (MA); On-site; USD 110,000 - 150,000; Full time

Job summary

Boston Harbor Hotel is seeking an IT Manager to oversee technology infrastructure, systems, and operations for our luxury property. You will partner with hotel departments and vendors to keep networks, servers, and data secure, while driving guest-facing tech enhancements.

The role requires 3–5 years in hotel IT, a degree in IT or related field, strong problem solving, and the ability to coordinate projects and after-hours support to ensure seamless service for guests and associates.

Qualifications

• Associate or bachelor’s degree in information technology, computer science, or a related field, or equivalent relevant experience.
• 3–5 years IT experience; hospitality or hotel technology experience preferred.
• Knowledge of hotel technology systems including PMS, POS, guest service, and related applications.
• Strong knowledge of IT infrastructure, end-user support, cybersecurity practices, data privacy, and backups.
• Ability to organize priorities, coordinate projects and vendors, exercise sound judgment, and follow issues through to resolution.
• Strong customer service, communication, and relationship-building skills.
• Analytical and problem-solving skills; able to explain technical info to non-technical users.
• Flexible scheduling including after-hours availability; ability to lift up to 30 lbs.
• English communication required; second language desirable.

Responsibilities

• Coordinate daily IT operations and prioritize service requests for associates and guests.
• Serve as the primary point of contact for department leaders regarding technology requests and system needs.
• Manage and troubleshoot networks, servers, databases, telecom, workstations, and related equipment.
• Monitor system availability, investigate disruptions, and coordinate timely resolutions with stakeholders and vendors.
• Coordinate installation, configuration, maintenance, and integration of PMS, POS, guest service, and revenue management systems.
• Plan and coordinate technology projects and system upgrades with schedules, testing, and post-implementation follow-up.
• Maintain IT procedures for access, cybersecurity, data protection, backups, and business continuity; escalate when needed.
• Manage relationships with external IT vendors and service providers; monitor service quality and deliverables.
• Assist in preparing and monitoring IT operating and capital budgets; track expenditures.
• Maintain inventories and records for hardware, software, licenses, configurations, and procedures.
• Identify recurring issues and opportunities for improvement; present recommendations to hotel leadership.
• Coordinate technology training and communications to help associates use systems effectively.
• Support 24-hour technology coverage with escalation, onsite response, and third-party support.
• Stay informed of relevant technology developments and evaluate practical applications to improve efficiency, service, or security.

Skills

IT Leadership

End-user Support

Cybersecurity

Data Privacy

Vendor Coordination

Project Management

Customer Service

Analytical Thinking

English Communication

Lifting 30 lbs

Education

Bachelor's degree in IT or related field

Job description

Boston Harbor Hotel is seeking an IT Manager to oversee technology infrastructure, systems, and operations for our luxury property. You will partner with hotel departments and vendors to keep networks, servers, and data secure, while driving guest-facing tech enhancements.

The role requires 3–5 years in hotel IT, a degree in IT or related field, strong problem solving, and the ability to coordinate projects and after-hours support to ensure seamless service for guests and associates.