IT Manager

Inspired by Dolly Parton's epic career and trailblazing spirit, SongTeller Hotel in Nashville is as unique as the global icon herself. Dolly welcomes guests to a place where they can Love Every Moment; it is a place to unplug, to connect with loved ones and to be entertained.

The IT Manager position provides a unique opportunity to lead the pre-opening technology planning and ongoing IT operation for Dolly Parton’s SongTeller Hotel featuring 245 rooms, two F&B Entertainment venues, a market, and Dolly Parton’s Museum. This role is responsible for planning, implementing, and managing all hotel technology systems, managing technology budgets and capital planning, leads and supports all IT projects and ensures compliance and standardization across the property to support a seamless launch in Spring 2026. To achieve success in this role, one must drive results while adhering to our Heartspitality® culture.

SongTeller Hotel Nashville is more than just a place to rest your head, it's a hub of music, style, and hospitality designed the Dolly-way. Sprinkled with glamour, artistic surprises and a sense of humor - it's an experience as unforgettable as the entertainer herself. SongTeller Hotel celebrates the people, talent and setting of the destination, weaving the local music and culinary scenes together. So come experience the unique charm, and hospitality that could only be created by the iconic hostess herself!

Summary of Essential Functions & Responsibilities

• Lead the hotel’s overall IT strategy and daily operations, from pre-opening through post-launch phases.
• Manage the IT pre-opening critical path, ensuring all infrastructure and system milestones are completed on time.
• Oversee implementation, management of all Property Management Systems (PMS), Point of Sale (POS) systems, and other essential back-of-house and front-of-house operational software, ensuring alignment with HFE standards and business objectives.
• Maintain open lines of communication with hotel leadership and the HFE Hospitality team to ensure seamless coordination on project implementations, system enhancements, and issue resolution.
• Lead and guide the Property IT Support team where applicable, ensuring high-quality service delivery, adherence to IT policies, and enforcement of service level agreements (SLAs)..
• Track key performance indicators (KPIs) to assess and continuously improve IT support, service efficiency, and overall operational effectiveness.
• Collaborate with hotel leadership to address IT challenges impacting revenue, operations, or guest experience while proactively recommending solutions.
• Maintain in-depth knowledge of hotel technology systems to effectively support operators in managing and troubleshooting back-of-house and front-of-house systems
• Oversee operational IT budgets, monitor expenses, and contribute to annual capital planning to ensure cost-effective technology investments and long-term infrastructure sustainability
• Drive new system implementations, upgrades, and replacements while acting as a liaison between hotel operations and the Enterprise Hospitality Technology team.
• Ensure accurate tracking of computer hardware and software inventories to support compliance, security, and system optimization
• Perform after-action reviews to document lessons learned, identify areas for improvement, and implement strategies to enhance IT service delivery.
• Pursue professional development, obtain relevant certifications, and recommend new technologies that improve hotel operations and enhance the guest experience
• Create and maintain IT training materials to support employee learning, system proficiency, and operational efficiency.
• Provide IT support and ensure smooth technology rollouts for new property openings as needed
• Conduct regular audits to ensure compliance with industry and Herschend standards

This job description is not an “all-inclusive’ list of the duties and responsibilities of this position or of the skills and abilities required to perform this position.

Qualifications

•  Bachelor’s degree in Information Technology, Hospitality Management, or equivalent education and experience
• Minimum of 3 years of experience in IT support or IT management within the hospitality industry. Experience leading hotel pre-opening IT implementations is highly desirable
• Strong knowledge of hospitality systems and operations
• Proven leadership and project management skills
• Excellent leadership, communication, and cross-departmental collaboration skills
• Ability to solve complex problems quickly and effectively under pressure
• Flexible and available to support system emergencies, evening/weekend events, and ongoing project deadlines
• Industry certifications are preferred but not required
• Experience leading hotel pre-opening IT implementations is highly desirable
• Strong working knowledge of IT best practices, networking infrastructure, cloud solutions, and data protection policies. 

About Dolly Parton’s SongTeller Hotel and Herschend

Dolly Parton’s SongTeller Hotel is the newest hospitality venture of Herschend. Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave—and chose to share it with the world. Today, Herschend is the largest family-held themed attractions company, with 49 leading attractions and immersive experiences that reach audiences worldwide.

 While each brand offers something unique, all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating®. Our passionate hosts make this purpose possible through everyday acts of love and service—what we call Heartspitality®—the intersection of heart and hospitality.

 As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect.