Implementation Specialist (OPERA)

Duties and Responsibilities 

• Participation in support/implementation of solutions for hotels, restaurants, spas and fitness clubs across the region
• Handle customer cases, triage the inbound caseload and reviewing the existing owned and escalated cases
• Ensure familiarity with new product releases as they become available
• Liaise with subject matter experts on client requests for enhancements and development
• Work with the support/implementation teams to ensure service level requirements are exceeded, conduct user training
• Partners with project management to ensure on-time construction, configuration and installation.
• Constantly learning about emerging Hotel technologies and how they fit into our product ecosystem.
• Consults directly with the customer to document and analyze customer needs and Hotel operations.

• Answer operational and application questions and consult the customer in a manner to transfer ownership of the system to the customer. 

 Job Requirements 

• Hospitality, business-related discipline(s) or equivalent experience or Diploma or Degree in the field of Information Technology.
• At least 2-5 years hospitality industry experience and 1-3 years OPERA product exposure.
• Candidate who possesses knowledge of OPERA PMS will be an advantage but not mandatory.
• Able to evaluate and understand individual hotel business needs and business rules to best leverage our products functionality.
• Ability to travel extensively across the Region and be away from home for extended periods of time as needed.
• Able to communicate effectively and build rapport with team members and clients.
• Strong in establishing collaboration and working through other internal and external organizations and individuals.
• Independent individual with strong organizational skills.
• Fluent in English both written and spoken.
• Analytical problem-solving skills.