IT Systems Manager

IT Systems Manager

Requisition :

Category:
Information Technology

Location:

US-HI-Honolulu

Property:
Alohilani Resort Waikiki Beach

Compensation: USD $/Yr.

The IT Systems Manager is responsible for overseeing all on-property technology operations to ensure reliable, secure, and efficient systems that support hotel operations, guest experience, and business performance. This role manages IT infrastructure, cybersecurity compliance, vendor relationships, and user support while aligning with Highgate standards and operational priorities.

• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Oversee daily IT operations including hardware, software, network infrastructure, and telecommunications systems.
• Ensure all systems (PMS, POS, Wi-Fi, security systems, etc.) are fully operational, secure, and optimized.
• Maintain compliance with information security policies and data protection requirements.
• Lead cybersecurity initiatives including monitoring, patching, and incident response.
• Provide technical support and troubleshooting for hotel associates.
• Manage relationships with third-party IT vendors and corporate IT teams.
• Coordinate installation, configuration, and maintenance of IT systems.
• Develop and maintain IT documentation and SOPs.
• Ensure PCI compliance and regulatory adherence.
• Monitor IT budgets and expenses.
• Train associates on system use and cybersecurity awareness.
• Support system rollouts and property initiatives.
• Maintain a service-oriented approach aligned with hospitality standards.
• Comply with Highgate Hotel policies, procedures, service standards, and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• On-site role supporting a 24/7 hotel operation; availability for after-hours support as needed.
• May require occasional travel between properties or for corporate initiatives.
• Perform other duties as requested by management.

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of IT experience, preferably in hospitality or service industry environments.
• Strong knowledge of hotel systems (e.g., PMS, POS, key card systems, Wi-Fi networks).
• Experience with network administration, cybersecurity practices, and IT infrastructure management.
• Familiarity with PCI compliance, data protection standards, and information security protocols.
• Proven ability to manage vendors, projects, and IT budgets.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication and interpersonal skills with the ability to support non-technical users.
• Ability to prioritize multiple tasks in a fast-paced hospitality environment.
• Long hours sometimes required.
• Ability to lift and install IT equipment (up to ~25 lbs).
• Ability to work in office, back-of-house, and guest-facing areas.