Responsibilities

• Administer and support hotel and lodging technology systems including PMS, POS, guest-facing applications, access control, and system integrations.
• Learn and manage system configurations, user access, security roles, and change management for hotel and lodging platforms.
• Provide support for hotel and lodging system incidents, partnering with local IT support teams for resolution.
• Collaborate with IT peers across the enterprise to share knowledge, troubleshoot issues, and align standards.
• Troubleshoot interface failures, system performance issues, and vendor-related incidents with guidance and mentorship.
• Support system implementations, upgrades, patches, and testing activities.
• Maintain system documentation, runbooks, and configuration standards.
• Partner with hotel and lodging operational leaders to understand workflows and translate needs into system solutions.
• Provide reporting on system health, recurring issues, and improvement opportunities.
• Participate in pre-opening technical support for new Herschend hotel properties, providing hands-on assistance during critical launch phases to support standardization and gain exposure to new operational environments.

Required Qualifications

• 1–2 years of experience in an IT support, service desk, or technical support role. Strong aptitude for learning new systems, technologies, and operational processes. Demonstrated self-motivation, curiosity, and ability to learn quickly. Willingness to grow into a skilled and specialized hotel system’s expert role through structured training and mentorship.

Preferred Qualifications

• Prior experience supporting hotel, resort, or lodging technology systems is highly desired but not required. Genuine interest in hospitality operations and guest-facing technologies. Exposure to enterprise applications, system administration concepts, or integrations.

Success Indicators

• Rapid learning and adoption of hotel and lodging systems
• Active participation in enterprise Hotel and Lodging IT collaboration
• Improved troubleshooting capability and system ownership over time
• Positive feedback from hotel and lodging operations teams
• Reduction in repeat system incidents