Key Responsibilities and Required Skills for Hotel Systems Analyst

🎯 Role Definition

Are you a tech-savvy problem-solver with a passion for the hospitality industry? We are searching for a dynamic Hotel Systems Analyst to join our innovative team. This pivotal role acts as the bridge between our Information Technology department and hotel operations, ensuring that our core technology systems are not only running smoothly but are also optimized to support business goals and elevate the guest journey.

As our Hotel Systems Analyst, you will be the subject matter expert for our suite of hospitality applications, including the Property Management System (PMS), Central Reservation System (CRS), and Point of Sale (POS) systems. You'll be responsible for system administration, integration management, data analysis, user support, and project implementation. If you thrive on troubleshooting complex issues, analyzing data to drive decisions, and collaborating with diverse teams to implement technological solutions, this is the perfect opportunity for you.

📈 Career Progression

Typical Career Path

Entry Point From:

IT Support Specialist (Hospitality)
Hotel Operations Manager or Supervisor
Junior Business Analyst / Data Analyst
Application Support Specialist

Advancement To:

Senior Systems Analyst
IT Manager (Hospitality)
Director of Hotel Technology
Product Manager (Hospitality Tech)

Lateral Moves:

Business Intelligence Analyst
Revenue Analyst / Manager
IT Project Manager

Core Responsibilities

Primary Functions

Administer and maintain core hotel systems, including Property Management Systems (PMS), Central Reservation Systems (CRS), and Point of Sale (POS) systems, ensuring maximum uptime and optimal performance.
Serve as the primary technical point of contact for troubleshooting and resolving complex system issues, providing timely support and escalating to vendors or senior IT staff when necessary.
Manage system integrations between various hospitality platforms (e.g., PMS to CRS, CRS to Revenue Management Systems, POS to accounting) to ensure seamless data flow and operational efficiency.
Analyze system performance, user-reported incidents, and operational data to identify root causes, recurring trends, and opportunities for process or system enhancements.
Lead or actively participate in the planning, testing, and implementation of new hotel technology systems, software upgrades, version releases, and critical system patches.
Develop, generate, and maintain a suite of standard and custom reports from various hotel systems to support operational, financial, and marketing decision-making.
Collaborate closely with hotel operations, revenue management, and sales & marketing teams to understand their technology needs and translate business requirements into technical specifications.
Conduct regular system audits to ensure data integrity, security compliance (PCI-DSS, GDPR), and adherence to established company standards and best practices.
Configure system settings, rate codes, user permissions, and property-specific parameters to align with evolving business strategies and operational requirements.
Manage relationships with third-party software and hardware vendors, including performance monitoring, issue resolution, and participation in service review meetings.
Create and maintain comprehensive documentation for system configurations, standard operating procedures (SOPs), troubleshooting guides, and end-user training materials.
Provide advanced-level support and formal training sessions to end-users, empowering hotel staff to effectively utilize technology tools and platforms in their daily roles.
Monitor system interfaces, application logs, and performance alerts to proactively identify and address potential problems before they impact guest services or hotel revenue.
Ensure all hotel systems are compliant with data privacy regulations (e.g., GDPR, CCPA) and payment card industry standards (PCI-DSS) through regular assessments and remediation.
Act as a subject matter expert on hotel application architecture and data flows, providing critical guidance to both technical and non-technical stakeholders.

Secondary Functions

Support ad-hoc data requests and exploratory data analysis to answer critical business questions and uncover actionable insights.
Contribute to the organization's long-term data and hospitality technology strategy and roadmap.
Collaborate with business units to translate ambiguous data needs into concrete engineering and reporting requirements.
Participate in sprint planning, daily stand-ups, and other agile ceremonies within the technology team.
Assist in the evaluation and selection of new hospitality technology solutions by conducting market research and participating in RFI/RFP processes.
Champion the adoption of new features and functionalities within existing systems, driving continuous improvement and maximizing ROI on technology investments.
Participate in budgeting and forecasting for hotel technology expenses, including software licensing, maintenance contracts, and capital projects.

Required Skills & Competencies

Hard Skills (Technical)

PMS/CRS Proficiency: Deep, hands-on experience with major Property Management Systems (e.g., Oracle Opera Cloud/V5, Fidelio, protel) and Central Reservation Systems (e.g., Sabre SynXis, Amadeus).
SQL Expertise: Strong command of SQL for complex data querying, data extraction, and report generation from relational databases.
BI & Data Visualization: Proficiency with business intelligence tools such as Tableau, Microsoft Power BI, or similar platforms to create insightful dashboards and reports.
Integration Knowledge: Solid understanding of API and interface technologies used to connect disparate hotel systems.
POS Systems: Familiarity with leading hotel Point of Sale (POS) systems like Micros Simphony, Agilysys InfoGenesis, or Toast.
Productivity Suite: Advanced proficiency in Microsoft Excel (pivot tables, complex formulas, VLOOKUPs) and the broader Microsoft 365/Office suite.

Soft Skills

Analytical & Problem-Solving: Exceptional ability to dissect complex problems, analyze data from multiple sources, and identify logical, effective solutions.
Communication: Excellent verbal and written communication skills, capable of explaining complex technical concepts clearly to non-technical stakeholders.
Attention to Detail: Meticulous and thorough, with a commitment to data accuracy and quality in all aspects of work.
Project Management: Strong organizational and time-management skills, with the ability to manage multiple priorities and projects in a fast-paced environment.
Collaboration: A true team player with strong interpersonal skills, able to build relationships and work effectively across diverse departments and levels of the organization.
Customer Focus: A service-oriented mindset dedicated to supporting hotel staff and ultimately enhancing the overall guest experience through technology.

Education & Experience

Educational Background

Minimum Education:

Bachelor's degree or equivalent professional experience in a relevant field.

Preferred Education:

Bachelor’s or Master’s degree in a field listed below.

Relevant Fields of Study:

Hospitality Management
Information Technology / Information Systems
Computer Science
Business Administration

Experience Requirements

Typical Experience Range:

3-5+ years of experience in a systems analysis, application support, or IT role, with a strong preference for experience within the hotel or hospitality industry.

Preferred:

Direct, hands-on administrative experience with Oracle Opera PMS and/or Sabre SynXis CRS.
Experience working in a multi-property hotel group or corporate hospitality environment.
Proven track record of participating in or leading system implementation or upgrade projects.