Manager, Property Technology & Field Operations

Purpose of the role

The Technology Field Services Manager refines tools for field teams, supports IHG hotels with technology troubleshooting, and ensures high customer support. This role collaborates with the IHG and hotel technology teams to uphold technology standards, explore new solutions for efficiency, and develop processes to improve hotel technology operations. 

Key Accountabilities

Essential Duties and Responsibilities – (Key Activities) 

• Oversee all phases of new and existing hotel projects, including budget preparation, presentations to owners or representatives, vendor coordination, and project implementation to align with corporate standards and support technology and systems deployment. 
• Assess and monitor the quality of IT personnel, vendors, and infrastructure across business operations to maintain effective performance. 
• Advise regional teams on corporate standards and approved business technologies, enforce standards as required, and offer recommendations based on observations. 
• Deliver technical support is necessary for opening new hotels according to schedule and budget constraints. 
• Provide expertise for root cause analysis to identify opportunities to enhance customer support. 
• Work with other technology teams on new IT initiatives to improve efficiency, team satisfaction, and ensure that infrastructure management activities are conducted appropriately. 
• Participate in industry groups to remain informed about current trends and best practices, applying relevant information to recommend solutions. 
• Consult with stakeholders and lead efforts to review business impacts related to proposed customer support process improvements. 

Key Shared Accountabilities

• Works with other technology teams to enhance performance and customer satisfaction, ensuring infrastructure management tasks are completed. 
• Participate in industry groups to remain informed about trends and best practices and apply this knowledge to develop recommended solutions. 

Key Interfaces

• Collaborates on new IT programs with fellow technology teams within the hotels and IHG to improve performance and customer satisfaction and to ensure infrastructure management activities are performed.  
• Client management includes - IHG Product Development teams, data center resources, P&T Management, Vendors, Professional Associations, Industry experts 

Key Metrics

• Ensures the hotels adhere to IT standards and best practices by working cross-functionally with other technology groups and cascading knowledge within the hotels and the department 
• Manages the deployment of new services/systems to support all aspects of the hotel’s operations 
• Designs and provides customer support targeted training to educate the team and end users  
• Acts as an escalation point for complex issues that can’t be resolved through reliance upon defined knowledge article(s) and overseeing the creation of newly defined knowledge articles after issues are resolved 
• Manages cross-functional and cross-regional initiatives while incorporating local variations and risks 
• Involved in Global Incident Management and Disaster Recovery efforts. 

Required Education, Experience, Technical Skills and Knowledge 

Education – Bachelor’s or master’s degree in a relevant field, or equivalent education and experience. Hospitality and technology experience is a strong plus. 

Experience – Typically, a minimum of 8+ years of progressive work-related experience with demonstrated proficiency in multiple disciplines, technologies, or processes related to the position. Experience leading or supporting hotel technology projects, including property management systems (PMS), point-of-sale (POS), central reservations (CRS), networks, or other integrated hospitality solutions is highly desirable. 

Technical Skills and Knowledge – Expert knowledge of supported hotel-based systems within the respective areas: 

• Expert analytical thinking, planning, organizational, investigation, and time management skills to include summarizing information and clearly identifying key elements, patterns, results, or relationships  
• Expert knowledge of supported hotel-based systems and related technologies within the respective area. 
• Strong understanding of hospitality technology ecosystems, system integrations, and vendor solutions (e.g., Opera Cloud, HotelKey) 
• Advanced analytical thinking, planning, organizational, investigation, and time management skills — able to summarize complex information, identify key elements, and communicate insights clearly. 
• Solid grasp of project management principles and methodologies, with proven ability to manage multiple priorities and deliver in dynamic environments. 
• Strong reasoning and problem-solving capability, with the ability to address practical challenges where standardization may be limited. 
• Excellent communication and stakeholder management skills, with the ability to collaborate across departments, vendors, and international teams. 

Communications - Expert English and Spanish verbal and written skills required.   Portuguese is a plus. Expert verbal and written skills communicating with diverse work teams within all levels of the IHG organization including senior-level management and external stakeholders required technical writing skills are required.   

Project Management/Teamwork - Expert analytical thinking, planning, organizational, investigation, and time management skills to include summarizing information and clearly identifying key elements, patterns, results or relationships. 

• Expert reasoning capability. Ability to solve practical problems while dealing with a variety of concrete variables during situations in which only limited standardization exists.  
• Understanding of implications of business requirements on the application(s) with the ability to advise stakeholders and key business partners 
• Experienced managing in a Matrix organization and leading projects 
• Extremely organized and detailed oriented and have some project management experience 
• Understanding of change management and execution 

Decision making responsibilities (Key Decisions Rights) 

• Responsible for developing and evaluating strategies to measure the achievement of established goals – as necessary. 
• Responsible for driving multiple aspects of projects within area of responsibility and may reach outside of area of responsibility 
• Responsible for making moderate to significant improvements of processes, systems, or products to enhance performance of job area. 
• Responsible for assigning work, monitoring work quality, reviewing outputs, and ensuring that team members are equipped to deliver work in the area. 
• Develop and propose short-term budgets in addition to being accountable for achieving budgetary objectives. 

Influences - Internal Key Relationships   

• This position will work closely with the field teams, Product and Technology teams, support teams, analytics resources, P&T Management to discuss projects, provide recommendations on improvement opportunities and operating and financial performance. 

External Key Relationships 

• Key vendors and supplier partners, professional associations, industry experts to keep informed of existing and evolving industry standards 

Work Environment   

• Work is typically performed in a normal office environment and some within the hotels  

Please note that this is a hybrid position and requires going to the Guadalajara office 4 times per week

If you're interested, please apply with your resume in English