VP AI Enabled Hospitality Technology & Guest Services

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Job Profile Title:

VP AI Enabled Hospitality Technology & Guest Services

Job Code:

12986

Business_Title

VP AI Enabled Hospitality Technology & Guest Services

Profile Title:

12986 VP AI Enabled Hospitality Technology & Guest Services

Grade / Band:

L5

FLSA Status:

Exempt

The Vice President of Hospitality Technology & Guest Services is a visionary executive reporting to the SVP of Digital & Enterprise Technology, tasked with merging the physical and digital guest experiences through cutting-edge technology and Artificial Intelligence. This role owns the product and engineering strategy for MGM's digital guest service features (digital check-in, digital keys, in-room tech), hospitality technology systems (PMS, POS), and core IT Operations across our properties. The VP AI Enabled Hospitality & Guest Services will drive technological innovation by defining how AI transforms operational efficiency, infrastructure management, and self-service guest products, ultimately optimizing total cost of ownership and delivering unparalleled guest satisfaction.

Lead the product, engineering, and IT operations teams focused on Digital Guest Services, Hospitality Technology, and Property IT Operations.

Develop and execute a multi-year, AI-first product roadmap that elevates the physical and digital guest journey, prioritizing self-service adoption and operational efficiencies.

Own the technology and product budget, shifting traditional headcount investments toward advanced platforms, automation, and AI-enabled infrastructure observability tools.

Restructure product and IT operations teams around value streams. Define metrics that track the cycle time from idea to customer value in an AI-augmented environment.

Oversee property-level IT operations, ensuring high availability of mission-critical systems, robust disaster recovery, and the seamless functioning of audio-visual, network, and back-office hardware.

Standardize and publish the AI Development Life Cycle (DLC) playbook for the hospitality technology teams, empowering business and operational staff through the adoption of intelligent automation.

Champion a workforce evolution plan for product managers and IT operations staff, providing transition support and structured learning paths to increase AI fluency.

Lead the evaluation, negotiation, and implementation of next-generation hospitality solutions, ensuring data security, privacy, and compliance across the digital and physical ecosystem.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

Bachelor's Degree

Computer Science, Engineering, or a related field

Required

Master's Degree

Related field

Preferred

15 + Years of Prior Relevant Experience

Hospitality technology, digital product management, or IT operations

Required

5+ Years of Prior Relevant Experience

Director-level (or higher) leadership roles

Required

Proven experience leading large-scale technology transformations and integrating AI into product lifecycles and IT operations.

Required

Deep expertise in designing user-centric digital solutions (e.g., digital check-in) and managing enterprise hospitality systems (PMS, POS).

Required

Demonstrated ability to model AI economics, rationalize application portfolios, and optimize Total Cost of Ownership (TCO).

Required

Extensive experience managing 24x7 IT operations, critical infrastructure, and large-scale vendor implementations.

Required

Strategic & Analytical Thinking: Strong analytical and problem-solving skills with a results-oriented mindset capable of driving innovation.

Guest-Centric Philosophy: Deep understanding of UX principles and the ability to seamlessly connect the digital and physical guest journeys.

Change Management: Change agent mentality with the ability to build organizational capability, establish career frameworks, and manage performance during workforce transformations.

Executive Communication: Impeccable oral and written communication skills to effectively partner with resort leaders, F&B operations, and senior executive management.

Balancing

X

Bending

X

Carrying 10 pounds

X

Clear speech - simple

X

Clear speech - complex

X

Climbing

X

Distant vision

X

Driving

X

Flexibility - upper body

X

Flexibility - lower body

X

Hearing/Listening

X

Kneeling

X

Lifting 10 pounds

X

Near vision

X

Normal vision

X

Pushing/Pulling

X

Reaching

X

Sitting

X

Standing

X

Typing

X

Walking

X

Communication - verbal

X

Communication - written

X

Confined area

X

Contacts - works alone

X

Contacts - works around others

X

Contacts - works with others

X

Exposure to dust / dirt

X

Exposure to fumes / odors

X

Extreme cold

X

Extreme heat

X

Fast pace

X

Hazardous conditions - chemicals

X

Hazardous conditions - high structures

X

Hazardous conditions - high voltage

X

Indoors

X

Noise levels - low to moderate

X

Noise levels - high

X

Office conditions

X

Outdoors

X

Restricted area

X

Shifts

X

Smoke

X

Travel

X

Wet/Humid

X

Analytical

X

Clerical

X

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

X

High pressure

X

Judgment

X

Long hours

X

Math skills - advance

X

Math skills - basic

X

Organization

X

Reading - simple

X

Reading - complex

X

Repetition

X

Tight deadlines

X

Writing - simple

X

Writing - complex

X