IT Coordinator

The IT Coordinator serves as the primary liaison between hotel operations and our technology partners, ensuring seamless communication and timely resolution of all technology-related needs. This role is responsible for coordinating with our managed IT service provider, third-party vendors, and internal departments to open, track, and follow up on support tickets, manage system access, and support the hotel’s Property Management System (PMS) and Food & Beverage Point of Sale (POS) platforms.

This is a coordination and communication-focused position that will report to the director of Engineering. The IT Coordinator does not perform hands-on infrastructure work such as running network cabling, installing access points, or managing physical hardware installations.

General IT Coordination

• Maintain an organized inventory of hotel technology assets and software licenses.
• Communicate proactively with department heads regarding technology outages, scheduled maintenance windows, and system updates.
• Assist with documenting standard operating procedures for recurring IT processes.
• Coordinate with our managed IT service providers such as GuestTek, ServiceNow (Marriott Support), M7, Music Styling, Oracle, and all other third-party vendors
• Support hotel leadership with special technology projects as assigned.
• Troubleshoot and resolve IT issues promptly to minimize downtime and maintain service excellence
• Monitor and enforce cybersecurity protocols to safeguard guest information and company data.
• Monitor and enforce cybersecurity protocols to safeguard guest information and company data.
• Collaborate with management to identify and implement technology solutions that improve guest services and operational workflows.
• Provide technical support and training to staff to ensure effective use of hospitality management software and systems.

Scope Clarification

• This position is not responsible for hands-on infrastructure work.
• Running or terminating network cabling or data drops.
• Installing or configuring wireless access points or networking equipment.
• Physical server maintenance or data center work.
• Any large-scale hands-on IT infrastructure projects., * Standard schedule is Monday through Friday 8am-5pm role; occasional evening, weekend, or holiday coverage may be required based on operational needs.

Do you have experience in Microsoft Outlook?, Do you have a High school diploma or GED?, * High school diploma or equivalent required; associate or bachelor’s degree in information technology, Hospitality Management, or a related field preferred.

• Minimum 1-2 years of experience in a technology coordination, helpdesk, or hotel operations support role.
• Strong organizational skills with the ability to manage multiple open tickets and priorities simultaneously.
• Excellent written and verbal communication skills; comfortable liaising between non-technical hotel staff and technical vendor teams.
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel).
• Ability to work independently, take initiative, and follow through on outstanding items.
• Performs other duties as assigned by manager.

Preferred

• Prior experience working with a Property Management System (FSPMS, Opera, Maestro, Agilysys, or similar).
• Experience with hospitality POS systems (Infrasys, Micros, Simphony, or similar).
• Familiarity with ticketing systems such as ServiceNow, Zendesk, or similar platforms.
• Experience in a hotel or hospitality environment strongly preferred., * Must be able to work in a fast-paced hotel environment and respond promptly to urgent technology coordination needs., The required and preferred skills are utilized daily to ensure the hotel’s IT systems operate reliably and securely. Technical troubleshooting skills enable the specialist to quickly resolve issues that could disrupt hotel operations or guest services. Knowledge of network infrastructure and security protocols is essential for maintaining a safe and efficient digital environment. Familiarity with hospitality-specific software allows the specialist to support critical business functions such as reservations and billing. Additionally, communication and training skills are important for educating staff and collaborating with management to implement technology solutions that improve overall hotel performance