IT | Application Manager

The Applications Manager is responsible for the day‑to‑day administration, support, configuration, vendor coordination, documentation, and continuous improvement of Fontainebleau Miami Beach business applications and hospitality systems. This role serves as the operational bridge between Information Technology, hotel operations, finance, retail, food and beverage, spa, human resources, and third‑party vendors to ensure systems are stable, secure, properly configured, and aligned with property workflows.

This is a hands‑on hospitality technology role with a strong focus on applications such as PMS, POS, retail, workforce management, finance, reporting, guest service, ticketing, and operational platforms. The Applications Manager supports issue resolution, system upgrades, user access, change control, testing, training, documentation, and application‑related projects that affect daily hotel operations.

• Administer, support, configure, and maintain hotel business applications used across front office, rooms, food and beverage, retail, spa, finance, accounting, workforce management, guest services, and back‑of‑house operations.
• Serve as the primary IT application support contact for operational departments, translating business needs into application configuration, access, reporting, workflow, and vendor support requirements.
• Support PMS, POS, retail, workforce, finance, reporting, guest service, ticketing, and interface‑related issues, including troubleshooting, testing, escalation, resolution tracking, and post‑resolution follow‑up.
• Coordinate with third‑party vendors and internal IT resources to troubleshoot application incidents, service requests, outages, upgrades, integrations, interface failures, and recurring system issues.
• Perform and document application configuration changes, user role changes, security permissions, system setup, testing, and validation based on approved requests and operational need.
• Manage application access requests, including onboarding, offboarding, account provisioning, mailbox coordination, group membership updates, permissions changes, and timely deactivation of access.
• Support and help enforce IT change control procedures for property‑wide technology changes, including request intake, review, approval, communication, testing, implementation, rollback considerations, and closure documentation.
• Maintain accurate application documentation, including system ownership, vendor contacts, support procedures, configuration notes, recurring issues, access standards, change records, and operational workflows.
• Assist with system upgrades, patches, go‑lives, new application rollouts, system conversions, and property technology projects while minimizing business disruption.
• Partner with department leaders to identify process improvements, reduce recurring issues, improve reporting, improve user experience, and ensure systems are being used properly.
• Provide user support, basic training, job aids, and guidance for business applications, account access, reports, workflows, and approved system changes.
• Support audit, compliance, PCI, internal control, and access review requirements related to applications, user permissions, segregation of duties, change management, and documentation.
• Monitor open application issues and vendor tickets, communicate status to stakeholders, and escalate urgent or business‑critical matters appropriately.
• Assist IT Leadership with application roadmaps, system replacement evaluations, vendor performance reviews, service improvement initiatives, and special projects as assigned.

Systems may include but are not limited to Opera PMS / Opera Cloud, Info Genesis / Agilysys POS, Retail Pro, UKG, Microsoft 365, Active Directory, Freshworks / Fresh service, HotSOS, Book4

Time, PASUnity, Owner Relations / Condo systems, Avero, Evention, Red Rock, Celo Pay, MS Shifts, reporting tools, financial systems, interfaces, and other property business applications.

• Strong understanding of hotel operations and the role technology plays in front office, POS, retail, finance, workforce management, guest service, and…