Compensation Type: Yearly Highgate Hotels:
Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com
Location:
The all-new, vibrant ‘Alohilani Resort Waikiki Beach blends indoor and outdoor luxury to elevate the experience of Oahu resorts. Every space has been envisioned by award-winning design firm, Rockwell Group. Fresh, welcoming and relaxing, it’s an oasis of tranquility in the heart of Waikiki.
Experience our spacious, welcoming lobby and captivating 280,000 gallon Oceanarium unique to Honolulu resorts. Coming soon, the destination pool deck with private cabanas will offer a saltwater infinity pool, a shallow-water pool and club for kids, and a pool bar that seamlessly transitions from day to night. With a location steps from Waikiki Beach, it’s where Hawaii vacations turn moments into memories.
Our resort is proudly named in honor of Queen Lili‘uokalani, the last reigning monarch of the Hawaiian Kingdom. Beloved by her people, she was a music composer, an author and an ardent supporter of her culture. Her spirit is infused into the resort, which shares the same privileged location as her beachside home Ke‘alohilani, meaning the royal brightness. Welcome to a fresh perspective on resorts in Waikiki. ‘Alohilani Resort Waikiki Beach.
Overview:
The IT Systems Manager is responsible for overseeing all on-property technology operations to ensure reliable, secure, and efficient systems that support hotel operations, guest experience, and business performance. This role manages IT infrastructure, cybersecurity compliance, vendor relationships, and user support while aligning with Highgate standards and operational priorities.
Responsibilities:
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
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Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
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Must be able to multitask and prioritize departmental functions to meet deadlines.
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Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
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Attend all hotel required meetings and trainings.
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Oversee daily IT operations including hardware, software, network infrastructure, and telecommunications systems.
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Ensure all systems (PMS, POS, Wi-Fi, security systems, etc.) are fully operational, secure, and optimized.
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Maintain compliance with information security policies and data protection requirements.
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Lead cybersecurity initiatives including monitoring, patching, and incident response.
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Provide technical support and troubleshooting for hotel associates.
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Manage relationships with third-party IT vendors and corporate IT teams.
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Coordinate installation, configuration, and maintenance of IT systems.
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Develop and maintain IT documentation and SOPs.
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Ensure PCI compliance and regulatory adherence.
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Monitor IT budgets and expenses.
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Train associates on system use and cybersecurity awareness.
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Support system rollouts and property initiatives.
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Maintain a service-oriented approach aligned with hospitality standards.
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Comply with Highgate Hotel policies, procedures, service standards, and regulations to encourage safe and efficient hotel operations.
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Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
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Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
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Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
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Must be able to maintain confidentiality of information.
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On-site role supporting a 24/7 hotel operation; availability for after-hours support as needed.
- May require occasional travel between properties or for corporate initiatives.
- Perform other duties as requested by management.
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 5+ years of IT experience, preferably in hospitality or service industry environments.
- Strong knowledge of hotel systems (e.g., PMS, POS, key card systems, Wi-Fi networks).
- Experience with network administration, cybersecurity practices, and IT infrastructure management.
- Familiarity with PCI compliance, data protection standards, and information security protocols.
- Proven ability to manage vendors, projects, and IT budgets.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent communication and interpersonal skills with the ability to support non-technical users.
- Ability to prioritize multiple tasks in a fast-paced hospitality environment.
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Long hours sometimes required.
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Ability to lift and install IT equipment (up to ~25 lbs).
- Ability to work in office, back-of-house, and guest-facing areas.
