Manager Of Guest Experience Jobs (NOW HIRING)

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.

The Multi-Property Guest Technology & WiFi Manager is responsible for the operational performance, reliability, vendor management, and strategic oversight of guest technology and WIFI services across multiple resort properties. This role serves as the primary operational owner for guest connectivity experience, ensuring proactive monitoring, rapid incident response, vendor accountability, and continuous service improvement across all locations. This individual partners closely with Property General Managers (GMs), Resort Operations leadership, IT leadership, third-party support providers, ISPs, low-voltage and fiber vendors, and executive leadership to ensure guest technology services meet operational and business expectations. The role requires strong operational judgement, executive communication skills, financial accountability, and the ability to proactively identify and resolve service, capacity, and infrastructure risks after they impact resort operations or guest experience. The ideal candidate combines technical expertise, operational leadership, vendor management, financial stewardship, and strategic planning to maintain and continuously improve enterprise guest technology services across the portfolio.

This individual will partner closely with Property General Managers (GMs), IT leadership, vendors, and financial partners to provide visibility into Guest Technology Solutions including WIFI performance, drive continuous improvements, support expansions and enhancements, and ensure financial accountability of Guest Technology services. The role requires a balance of technical expertise, operational leadership, and strategic planning to maintain high-quality connectivity standards across all resorts.

ESSENTIAL DUTIES:

Multi-Property WIFI & Other technology Operations Performance Management: Oversee day-to-day operations of guest technology & WIFI networks across multiple properties using Meraki dashboards and tools. Monitor network health, uptime, bandwidth utilization, and client performance. Identify, troubleshoot, and resolve performance issues proactively. Establish performance baselines and ensure SLAs are met or exceeded.

Real-Time Reporting & Stakeholder Support: Provide Property GMs and leadership with real-time statistics, dashboards, and status updates on guest WIFI performance. Translate technical data into actionable insights for non-technical stakeholders. Communicate outages, degradations, and resolutions clearly and promptly.

Network Optimization, Enhancements & Expansion Support: Partner with IT and property teams to plan and execute any guest technology solutions, WIFI expansions, upgrades, and enhancements. Analyze trends and usage patterns to recommend improvements in coverage, capacity, and performance. Support new property onboarding and ensure consistency in network standards across all locations.

Financial Oversight & Vendor Management: Drive WIFI & Guest Technology-related financial performance by partnering with finance teams and property leadership. Track operational and capital expenses related to network infrastructure. Manage vendor relationships, including ISPs, hardware providers, and support partners. Ensure service delivery aligns with contracts, SLAs, and cost expectations.

Audits, Compliance & Continuous Improvement: Conduct annual audits of guest technology’s including WIFI infrastructure across all properties to ensure compliance with company standards and security requirements. Develop and maintain documentation, best practices, and operational procedures. Identify opportunities for efficiency, cost optimization, and improved guest experience.

REQUIREMENTS:

• Bachelor’s degree in Information Technology, Networking, or related field preferred Minimum 5+ years of experience in network operations, wireless technologies, or IT infrastructure roles, Experience managing enterprise WiFi environments across multiple locations required.
• Cisco Meraki certification preferred (CMNA, CMNO, or equivalent)
• Cisco CCNA/CCNP or equivalent networking certifications a plus
• Strong knowledge of wireless networking concepts, RF design, and troubleshooting
• Hands-on experience with Cisco Meraki cloud-managed networks
• Experience supporting multi-site environments and distributed networks
• Ability to analyze network performance metrics and translate into business insights
• Strong vendor management and negotiation skills
• Financial acumen with experience managing budgets and cost optimization initiatives
• Excellent communication and stakeholder management skills
• Detail-oriented with strong organizational and multitasking abilities
• Strategic thinker with a proactive approach to problem-solving
• Experience managing third-party operational support providers and telecommunications vendors
• Experience in communicating with executive leadership and non-technical stakeholders
• Strong incident management and operational decision-making skills
• Experience managing service escalations in hospitality, multi-site, or enterprise environments
• Strong analytical, budgeting, and contract management capabilities
• Self-motivated, accountable, and results-driven