Job summary
The Technology Experience Manager leads the execution and day-to-day management of technology operations at the property level, ensuring all systems support guest experiences, operational efficiency, and business objectives.
This role translates corporate IT strategies and initiatives into practical implementations while managing critical infrastructure, cybersecurity, and guest-facing technologies. The Technology Experience Manager demonstrates drive in delivering technology projects on time and within budget, maintains a guest-centric approach to all technology solutions, and proactively identifies opportunities to improve systems and processes. Working closely with property leadership and corporate IT teams, this manager ensures technology systems are reliable, secure, and enable exceptional service delivery while supporting the property’s operational and financial goals.
Essential Duties and Responsibilities – (Key Activities)
Technology Operations & System Management
- Manages daily IT operations including system monitoring, maintenance, and troubleshooting to ensure optimal performance.
- Executes technology projects and initiatives within established timelines and budgets, coordinating with corporate IT teams to deploy enterprise-wide updates.
- Monitors system performance metrics and reports on operational efficiency to ensure reliable service delivery.
Cloud Infrastructure & Digital Solutions
- Manages and maintains cloud platforms (Azure, Oracle Cloud Infrastructure)for daily operations, implementing cloud-based solutions and automation tools as directed.
- Executes automation projects and monitors cloud resource utilization and costs.
- Proactively identifies opportunities to optimize infrastructure performance and support digital transformation initiatives at the property level.
Guest Experience & Systems Support
- Provides technology support to hotel operations and guests, managing property management systems (PMS, POS) and guest-facing technologies.
- Implements guest experience enhancements through technology solutions and coordinates with departments to optimize technology integration with service delivery.
- Monitors and troubleshoots technology issues affecting guest services and executes digital solutions that improve guest personalization and satisfaction.
Cybersecurity & Compliance Operations
- Executes cybersecurity policies and maintains security protocols, implementing security measuresusing Defender end point security, antivirus, web filtering, and patch management.
- Ensures compliance with data security and privacy regulations (GDPR, CCPA) and maintains ROPA documentation.
- Conducts property-level privacy awareness training and executes corporate privacy requirements on schedule.
Team Coordination & Technical Support
- Supervises IT support staff and provides technical guidance and mentorship to team members.
- Serves as liaison between technical and non-technical staff, facilitating communication between property teams and corporate IT.
- Identifies opportunities to improve team performance and coordination while training staff on new technologies and security protocols.
Project Implementation & Vendor Management
- Executes assigned technology projects and ensures deliverables meet specifications within established timelines and budgets. https://careers.rosewoodhotelgroup.com/en_US/careers/FolderDetail/Vancouver-B-C-British-Columbia-Canada-Technology-Experience-Manager/429417
