Technology Experience Manager - Menlo Park, CA États-Unis d'Amérique - 425901 - Rosewood Hotel Group

Informations

Pays/région

États-Unis d'Amérique

Province/ville

Menlo Park, CA

Lieu

Rosewood Sand Hill

Service

Technologie de l'information

Type de poste

Permanent à temps plein

Description

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 measures using 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.
Manages vendor relationships and service agreements, monitoring project outcomes and identifying lessons learned.
Proactively coordinates project activities and addresses challenges to ensure successful completion and delivery of results.

Documentation & Training Support

Maintains up-to-date documentation for technology systems and procedures, creating user guides and training materials.
Conducts training sessions on new technologies and security practices, assisting in developing technology literacy across hotel departments.
Continuously improves documentation and training based on staff feedback to enhance usability and adoption.

Performs other similar or related duties as necessary.

Required Skills and Knowledge

Technical Expertise

Strong knowledge of cloud platforms (Azure, Oracle Cloud Infrastructure) with hands-on experience
Experience with hotel property management systems (PMS, POS) and guest-facing technologies
Understanding of cybersecurity frameworks and privacy regulation compliance
Knowledge of automation tools and scripting capabilities
Experience with network infrastructure, server management, and system integration
Familiarity with data analytics and database management systems

Management & Communication Skills

Strong communication and interpersonal skills with ability to work with all organizational levels
Proven ability to manage technical teams and coordinate with multiple stakeholders
Project coordination experience with focus on implementation and execution
Vendor management experience and basic contract oversight capabilities
Ability to translate technical concepts for non-technical audiences

Industry Knowledge

Understanding of hospitality industry technology needs and guest experience requirements
Knowledge of hotel operations and guest service delivery processes
Familiarity with hospitality industry standards and compliance requirements
Understanding of luxury hospitality technology expectations

Qualifications

Bachelor’s degree in information technology, Computer Science, or related field
Minimum 3 years of IT leadership experience, preferably within the luxury hospitality industry
Proven track record of managing complex technology environments and leading digital transformation initiatives

Preferred Qualifications

Cybersecurity certifications (Security+, CISSP Associate, or equivalent)
Project management experience or certifications
Experience with automation tools and scripting languages
Knowledge of hospitality-specific technologies and integrations
Previous experience in luxury hospitality technology operations

Competencies

This section outlines the key competencies required for success in this role. Managers should select the most relevant competencies based on the role’s scope, level, and impact.

Please highlight a minimum of 3 competencies that are most critical for the role. For management roles, include relevant management-level competencies.

Connection – Add detail to each competency.

*Guest-centricity – Ensures technology solutions enhance the guest journey and gathers feedback from guests and staff to continuously improve technology usability and service delivery impact.

Influencing

Integrity

*Drive - Executes technology initiatives on time and within budget, maintaining momentum through technical challenges while delivering measurable results and operational continuity.

Adaptability

*Initiative (Management competency)- Identifies opportunities to improve technology systems and proactively drives continuous improvements in technology operations while executing assigned corporate IT initiatives.

Strategic Thinking (Management competency)

Business Acumen (Management competency)

People Leadership (Management competency)

Working Conditions

Full-time position with occasional evening and weekend availability for system maintenance
On-call responsibilities for critical system issues
Fast-paced operational environment requiring quick problem-solving
Interaction with guests, staff, and vendors in professional setting
Continuous learning required to stay updated with technology trends

Employee must be subject to passing background check to be eligible for the position.

Experience

4+ years progressive work-related experience in multiple areas of Information Technology

The Statements in this job description are intended to represent the key duties, essential nature and level of work being performed. They are not intended to be all responsibilities or qualifications of the job. Job description may be updated at any time.

Rosewood Sand Hill provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Pay

The salary range for this position is $75,000 to $110,000 annually. This is the pay range for this position that the Hotel reasonably expects to pay. This position is eligible for bonus.

Decisions regarding individual salaries will be based on a number of factors, such as experience, type of hotel luxury experience, location, and education.

À propos de nous

Rosewood Sand Hill, a luxury hotel in Menlo Park, California, opened in 2009. Nestled on 16 acres of pristine property in Silicon Valley, the five-star rated hotel offers a retreat for Bay Area executives and entrepreneurs, as well as local residents and visitors. The historic California ranch-style architecture melds with fragrant gardens and stunning views of the Santa Cruz Mountains to create a unique atmosphere that appeals to all types of guests.

Rosewood Sand Hill provides 121 guest rooms that are perfect for relaxing or rejuvenating with resort-like amenities and high-quality service. Guests can indulge at Sense, A Rosewood Spa®, or delight in the freshest local ingredients at Madera Restaurant. There are many different experiences available at this beautiful property; whether you're looking for a peaceful getaway or a lively place to dine and drink, Rosewood Sand Hill has something for everyone.