Project Manager (Business Systems Specialist – Hotel Systems)

Opportunity: Project Manager (Business Systems Specialist – Hotel Systems)

This is a 6 to 9 month contract position. 

The business systems specialist provides technical support, project support, and analysis for business system applications to ensure high availability and performance for applicable systems, focused on Infor, Duetto, Cendyn, and iHotelier applications.  The specialist acts as liaison between vendors and hotels  to implement systems and process improvement through direct technical support and project implementation support.  The specialist coordinates with the Capex team for changes and/or impact to business systems impacted by renovation projects.

Your Growth Path

Project Manager - Business Systems Manager

Your Focus

• Coordinates hotel software and ecosystem installations, upgrades, modifications, and training at managed hotel properties, new acquisitions, and new development projects across the continental US.
• Acts as a liaison between the HHM Hotels IT department, Distribution Team  and the departments using the PMS/POS systems.
• Receives requests from customers for service and system issues to resolve in a timely manner; prioritizes requests and resolves or routes to appropriate staff for action.
• Maintains customer requests and progress of service and resolution through Support Desk Issue ticketing tracking system and contacts customers to keep them informed of the status of their daily support requests and projects.
• Documents production system issues through issue tracking system (monday.com software preferred)  for appropriate action.
• Establishes and maintains cooperative and supportive relationships with customers.
• Notifies appropriate staff of systems, programming, and/or production changes through formalized change management process.
• Develops and maintains system and user documentation, training, and operating procedures for: PMS, POS, interfaces, sales and catering systems and web booking applications.
• Provide live remote and on-site support coverage for hotel properties across the domestic US.
• Actively engages with support partners/vendors to resolve support issues, understand and capture new system functionality.  Attend weekly partner meetings to identify, track and complete project items.
• Maintains and/or prepares weekly updates on assigned operational projects.
• Serves as a liaison and project management counterpart while working with PMS/POS vendors.
• Manages backup support for all PMS and POS systems including procedures for backup, storage media, scheduling, and off-site storage.
• Creates system documentation, user documentation, and training materials to provide improved end-user support around operational systems.  Continuously updates training documents as necessary.
• Prepares and executes web-based training for property associates.
• Staging and set up/breakdown of training rooms for implementation projects as required.
• Creates reports via excel, power pivot, crystal reports, and SSRS.
• Proficient with SQL query development.
• Position will be required to serve in an on-call capacity for after-hours/non-business hours support as needed.
• Perform additional duties as required or assigned.

Your Background and Skills 

• Bachelor’s degree in Information Technology, Hospitality, or Accounting. Significant work experience and project management experience can substitute for formal education; 1-3 years of IT experience with hospitality IT systems is preferred
• Technical and operational experience with PMS and POS systems, particularly in the independent space.
• Work flexible schedule and reliable travel across domestic US; up to 50% overnight travel during first 12 months.
• Professional written and verbal communication skills required.
• A candidate must have the capacity to work in a fast-paced environment where project priorities, task deadlines, and assignments change quickly.
• Experience with PCI compliance and other security requirements is preferred.

Work Environment and Context

• Work schedule varies and may include working extended hours and weekends.
• Required to perform physical activity to include lifting up to 75 lbs., working from a step ladder and must be able to sit for long periods of time.
• While performing the duties of this position one can expect long periods of standing or sitting, with extensive typing or detailed technical work on terminals and hardware.
• Position includes frequent travel to managed properties throughout the United States, and travel more than half of the time, during the first 12 months, is essential.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.