Opera PMS Support Specialist

hace 1 semana

Ciudad de México, Ciudad de México Nir Yu A tiempo completo

The Role:

The PMS Support Specialist provides expert-level operational and functional support of Opera Cloud PMS across hotels worldwide. This role is part of Property Management Suite (PMS) Support Team, which functions as the Level 3 Application Support Team. They will be advocates for our hotels to ensure global standards are maintained in system configuration and usage, supporting hotel and internal stakeholders, and coordinating directly with Oracle (Opera) support as needed. In addition, the role will provide support for in-house application, Colleague Advantage, and assist with incident management, documentation, and training related to PMS operations.

Position responsibilities:

  • Oversight of business-related and projects adoption activities for systems – Opera v5 and Opera Cloud, Colleague Advantage, and FreedomPay.
  • Ensure service-level expectations are met for incident resolution.
  • Ensure adherence to business practices in relation to Property Management Systems and brand standards.
  • Investigate, troubleshoot, and resolve complex system issues escalated to L3 support.
  • Serve as liaison between hotel operations teams, PMS deployment, Oracle Support and Other internal Level 3 teams.
  • Assess operational processes to ensure that enhancements or unique property configurations continue to align with standards and maintain a consistent guest and colleague experience across all hotels.
  • Support colleagues during project development, beta testing, and immediately after new system installation.
  • Ability to establish and foster relationships with vendors to achieve property system resolutions.
  • Maintain up-to-date documentation, job aids, and configuration guides to support hotel teams globally.

Experience:

  • 5+ years of leadership experience in hospitality operations, Guest Reception, Housekeeping, Guest Services, or Reservations.
  • 3+ years of Opera PMS experience. Both front end and configuration.
  • Strong problem-solving, analytical, and communication skills.
  • Experience working within a service ticketing or case management system.
  • Ability to work independently and manage multiple priorities across time zones.
  • Ability to prepare and deliver training.


Preferred Skills:

  • Experience supporting applications such as RESERVE CRS, SynXis, and Credit Card processing.
  • Previous experience providing remote support or application consulting for global hospitality systems
  • Familiarity with systems integrations, data flow and API connectivity.
  • Experience participating in UAT, regression testing, or change control processes.


Education:

  • Bachelor's degree in Hospitality Management, Information Systems, Computer Science, Business Administration, or a related field.
  • Equivalent combination of education and hands-on hospitality technology experience will also be considered.

Note:

This is a remote position, with potential for limited travel (up to 4 weeks per year) for workshops, meetings, or on-site hotel visits.

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