IT Manager

Overview

The IT Manager is responsible for overseeing all property-level technology operations to ensure reliable, secure, and efficient performance of Hyatt systems. This role supports hotel colleagues and leadership by maintaining critical infrastructure, coordinating with global IT teams, ensuring compliance with brand standards, and delivering exceptional technical service to enhance the colleague and guest experience.

• Responsible for the installation, configuration, and maintenance of the phones, computers, printers, servers, network infrastructure, guest wireless system, and any other IT equipment located at the hotel. This includes utilization of a Helpdesk ticketing system.
• Management of all user accounts, workstations, and Point of Sale terminals. This includes creating, configuring, and disabling user accounts.
• Provide day-to-day and on-going support and problem resolution.
• Work as a member of the IT team to accomplish goals and objectives.
• Complete special projects as developed to improve systems.
• Perform preventative maintenance and minor equipment repairs.
• Excellent writing and record keeping skills are a must.
• Maintenance and configuration of all backup systems and services.
• Must be able to work a flexible schedule to include nights, weekends and holidays.
• All other tasks and duties as assigned.
• Serve as the primary technical contact for all property systems, including Opera Cloud, Vostio/Assa Abloy key systems, network infrastructure, Hyatt Connect, POS systems, Wi-Fi, telephony, audiovisual equipment, and back-office applications.
• Provide daily support to hotel departments by troubleshooting hardware, software, and connectivity issues utilizing ticketing system.
• Maintain accurate documentation of incidents, resolutions, and system configurations.
• Ensure the property's network, servers, switches, wireless access points, and physical security systems operate within Hyatt standards.
• Oversee equipment lifecycle management—procurement, installation, upgrades, patching, and disposal.
• Monitor system performance and proactively address risks or vulnerabilities.
• Ensure adherence to Hyatt cybersecurity policies, PCI compliance, data protection protocols, and global security standards.
• Perform system audits, access reviews (UARs), and regular maintenance tasks.
• Partner with Global Service Desk, Global Cybersecurity, and Corporate IT teams on escalations, alerts, or incidents.
• Manage property technology projects such as network upgrades, system migrations, and platform conversions (e.g., Vostio upgrades, switch replacements, cloud transitions).
• Coordinate with third-party vendors, integrators, and service providers to ensure timely and effective delivery of services.
• Track budgets, proposals, contracts, warranties, and project timelines in partnership with the Director of Finance.
• Train colleagues and managers on proper use of Hyatt systems and best practices.

• To fulfill this role successfully, you must possess the following minimum qualifications and experience:
• High School (HS) Diploma
• A minimum of three (3) years of professional work experience
• A minimum of two (2) years of experience in the Hospitality industry or related IT Field
• A minimum of two (2) years of Information Technology experience or experience in the Telecom Field
• Associate's Degree in the Information Technology field
• A minimum of five (5) years of experience in Hospitality, Operations, and IT Support roles
• A minimum of two (2) years of supervisory experience
• In-depth knowledge of Microsoft Operating systems
• Microsoft or Cisco certification
• Experience administering networks in a Windows Server/Workstation environment preferably in an environment with more than 50 nodes and 2 or more domains
• Knowledge of network infrastructure, including CAT5/6 cabling, wireless networks, network switches, WAN/LAN, domain controller, Active Directory, firewall and VPN applications
• Experience with Hospitality related applications and systems (PMS, POS, Keycard, PBX, Voicemail)
• Ability to troubleshoot hardware and software problems
• Great communication and problem solving skills
• Understanding of Service Now or similar ticketing system
• Knowledge of PCI/PRA process
• Experience understanding Microsoft Intune and SCCM