Hospitality Technology Systems Manager

POSITION SUMMARY

The Hospitality Systems Manager leads and project manages hospitality systems and processes. This position is responsible for the development and maintenance of all systems related to the administration of Kripalu programs, events and hospitality projects.

ACCOUNTABILITIES

· Serve as the main point of contact for hospitality systems and their maintenance.

· Act as liaison between Kripalu and System Vendors

· Project management of assigned hospitality systems projects.

· Lead in resolving ResortSuite challenges. Operate as internal helpdesk for hospitality systems, fielding issues to resolve internally when possible and escalating to vendor’s support as needed.

· Develop training systems with department heads

· Create system process changes and implement amongst team.

· Retain overall system knowledge of Resort Suite.

· Lead collaboration between departments in relation to ResortSuite.

· Create system guides and implement department training and onboarding.

· Continuously evaluate ResortSuite systems and internal processes to ensure maximum efficiency

· Partner effectively with all Kripalu department leaders to maintain effective communication systems and positive relationships.

· Assists with special projects and performs other duties as directed by their leader or other members of leadership.

· Work in close partnership with Data Warehouse Manager to ensure system use is in alignment with the DW capabilities.

· Support Organizational Initiatives

· Contribute to strategic planning and revenue management efforts across the organization.

· Be on call 24/7 for business-stopping emergencies

CORE COMPETENCIES

· Possesses strong core ethics, integrity, and values consistent with Kripalu’s organizational principles.

· Build effective relationships, identifies internal and external customer expectations, sees issues from their point of view; offers practical, mutually beneficial recommendations, solutions & ideas.

· Demonstrates the knowledge and abilities necessary to perform required job elements to established standards.

· Learn and adapt quickly in new situations resulting in successful performance.

· Accept responsibility for own actions.

· Ability to communicate effectively with external teams who have varying levels of technical capability.

ESSENTIAL SKILLS AND EXPERIENCE

· Bachelor’s degree or equivalent experience

· Minimum 2 years’ experience in a leadership position or demonstrated potential to supervise staff

· Minimum 5 years’ experience working with PMS systems as an administrator and/or trainer. Experience with a wide variety of PMS and any similar systems preferred (software for cruises, resorts, retreat centers, etc). ResortSuite , Agilysys systems preferred.

· Minimum of 2 years’ experience with Spa and Retail POS systems

· Ability to create, document, and deliver training on system processes and standards

· Time management and project management skills; ability to organize and prioritize (short term and long term) projects and tasks in order to meet deadlines

· Strong written and verbal communication skills

· Advanced problem-solving skills: ability to analyze problems and generate solutions

· Must be able to work with a high level of professionalism and confidentiality

· Must possess high attention to detail

· Proficiency in MS Office products, primarily Excel, and the ability to learn in-house technical applications.

VALUED BUT NOT ESSENTIAL SKILLS AND EXPERIENCE

· Previous legal or contract administration background.

· Experience with Virtual training systems, LMS Systems, Schools Management Software, Membership Management Systems, F&B Systems (both POS and inventory/menu management)

· Basic knowledge of HTML.

· Experience with Amadeus Hospitality Systems | Delphi configuration and administration.