Merchant Service Manager

The Merchant Service Manager is responsible for overseeing all aspects of merchant services and payment processing across our hotel portfolio. This includes managing system setup and maintenance, optimizing payment solutions, overseeing chargeback process, ensuring regulatory compliance, and supporting our Hotel and Corporate team members. The ideal candidate has a strong background in payment processing, excellent analytical skills, and a deep understanding of the hospitality industry.

Key Responsibilities:

Payment Processing Management

• Manage the setup, configuration, and ongoing maintenance of payment processing systems across all properties.
• Monitor transaction activity to identify, troubleshoot, and resolve payment-related issues promptly.

Vendor Management

• Maintain strong relationships with payment processors and service providers.
• Negotiate contracts and service level agreements to secure favorable terms.
• Stay informed on emerging payment technologies and recommend system enhancements as appropriate.

Compliance and Security

• Ensure compliance with payment industry regulations, including PCI DSS standards.
• Implement and maintain robust security protocols to safeguard payment data.
• Conduct periodic audits to assess system integrity, user access, and data protection.

Support and Training

• Provide training and ongoing support to hotel and corporate staff regarding payment processing procedures.
• Serve as the primary contact for payment-related inquiries and escalations.
• Develop and maintain documentation and SOPs to guide payment processing operations.

Analysis and Reporting

• Analyze transaction volumes, processing fees, and chargeback trends to identify cost-saving and efficiency opportunities.
• Collaborate with outsourced team to enhance chargeback responses and improve win rates.
• Deliver regular reporting to key stakeholders on performance metrics.

Project Management

• Lead and manage projects related to the implementation and enhancement of payment processing systems.
• Coordinate cross-functional efforts with IT, Finance, Legal, and Operations to ensure project success.
• Manage project timelines, deliverables, and status updates.

Administrative Oversight

• Supervise 1-2 in-house merchant team members and oversee outsourced staff.
• Manage merchant service correspondence and documentation.
• Create and maintain SOPs for all merchant related tasks.
• Support additional projects and assignments as requested by leadership.

• Bachelor's degree in Finance, Business Administration, or a related field.
• Minimum of 5 years of experience in merchant services or payment processing, preferably in the hospitality industry.
• Deep understanding of payment processing systems, credit card networks, chargeback workflows and reasons, and industry regulations.
• Strong analytical, problem-solving, and decision-making abilities.
• Effective communicator with strong interpersonal skills.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Proficiency in Microsoft Office Suite and payment technology platforms.
• Certified Payments Professional (CPP) designation is a plus.