IT Manager

Job Description

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	IT Manager
DIVISION:	Executive Office
REPORTS TO:	Managing Director

Rosewood Hotel Georgia combines the grandeur of the Roaring Twenties with contemporary design in the heart of Vancouver. First opened in 1927, the legendary award-winning hotel has been meticulously restored to its place as one of the most prominent hotels worldwide. Providing a flawless combination of legacy with luxury, Rosewood Hotel Georgia features 156 guestrooms and suites, award-winning dining, and Sense, a Rosewood Spa – the only 2 Key Michelin rated Hotel in Vancouver Canada, and the only city Hotel. For generations, guests have indulged in Hotel Georgia’s charming ambience, remarkable service and landmark location.

THE IMPACT OF THIS ROLE

The IT Manager plays a critical role in supporting the hotel’s daily operations by ensuring all technology systems function efficiently, securely, and consistently across all departments. This position serves as the primary point of contact for all technology-related issues and works closely with operational leaders to support a seamless guest and staff experience.

Property Management System (PMS) Support:

Oversee and manage Opera Cloud/Opera PMS, ensuring system integrity, configuration, and support for front office, reservations, and housekeeping teams. Troubleshoot any issues that impact check-ins, check-outs, billing, or guest profiles.

Point of Sale (POS) System Management:

Maintain and support the InfoGenesis POS system, ensuring uptime, configuration changes, menu updates, and resolution of technical issues that impact F&B outlets, In-Room Dining, and banquet operations.

Spa & Wellness System Oversight:

Administer Book4Time for spa operations, including scheduling, reporting, user access, and integrations with PMS and POS systems. Provide user support and resolve system-related issues promptly.

System Maintenance & Troubleshooting:

Provide day-to-day technical support to hotel team members across all departments, ensuring quick resolution of hardware, software, network, and connectivity issues. Maintain a clear ticketing or support log for tracking.

User Access & Security Management:

Manage user profiles and access rights for all key hotel systems. Ensure cybersecurity protocols are enforced, including regular password updates, anti-virus protection, and secure system use.

Network Infrastructure Support:

Oversee the hotel’s wired and wireless networks, including guest Wi-Fi, back-office LAN/WAN connectivity, and switch/router monitoring. Liaise with vendors and service providers for uptime assurance.

System Integrations:

Ensure seamless integration between Opera, InfoGenesis, Book4Time, CRM, payment gateways, and accounting software. Collaborate with vendors to resolve integration issues.

Preventative Maintenance & Backups:

Perform routine system health checks, backups, and updates. Maintain disaster recovery plans and ensure data backups are performed regularly and securely stored.

Project Implementation & Upgrades:

Lead or support the rollout of system upgrades, new technologies, and digital enhancements (e.g., mobile check-in, contactless payments, guest messaging tools).

Vendor Liaison:

Coordinate with third-party vendors for software support, system updates, licenses, hardware maintenance, and contract management. Ensure all service-level agreements (SLAs) are met.

Training & Documentation:

Provide system training and support materials to hotel employees. Document all IT processes, troubleshooting steps, and system configurations for operational continuity.

Compliance & Standards:

Ensure IT operations align with brand standards, PCI-DSS compliance, data protection regulations, and internal SOPs.

• Six years of proven experience as IT director/IT Manager or similar role.
• Bachelor’s degree in Computer Science, Engineering or related discipline preferred.
• Progressive work-related experience in multiple areas of Information Technology with at least 2 years for Managers in a management position. Experience in planning and implementation of IT system.

• Experience in Hotel Systems (Property Management System, Point of Sale, Sales & Catering). Sound understanding of technology infrastructure at hotels and ability to configure and maintain the same.

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.