Opera Cloud Support Specialist

Job Description

• Support hotels through the first two weeks of transition onto Opera Cloud PMS

• Advocate for hotels to ensure system adoption does not hinder guest service delivery

• Recommend Hyatt business practice training related to Room systems and brand standards

• Perform system adoption and performance evaluations

• Host remote Q&A sessions and deliver training webinars

• Coordinate with vendors to ensure timely response and issue resolution

• Liaise with on-site and off-site Hyatt colleagues to ensure a smooth installation of property systems

• Review system configuration and provide operational guidance leading into launch

• Lead hotel management teams through end-to-end system transitions

• Conduct User Acceptance Testing for new software releases

• Support business practice evaluations to determine if legacy practices should continue

• Oversee project adoption activities across systems including Opera, HotSOS, Hyatt Mobile App, Colleague Advantage, Medallia Concierge, Sertifi, and other payment tools

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Skills and Requirements

• 4+ years of experience in hospitality management, Guest Reception, Housekeeping, Guest Services, or Reservations

• 2+ years of Opera PMS experience (front end + configuration)

• Experience delivering and preparing training

• Ability to perform evaluations of system adoption and performance

• Ability to lead hotel management teams through system transitions

• Ability to conduct User Acceptance Testing (UAT)

• Ability to troubleshoot and resolve system or business-practice issues

• Strong communication skills for hosting Q&As and webinars

• Ability to support colleagues remotely during system installs and post-install phases - Experience with RESERVE CRS, HotSOS, HyGEO, Zingle, Sertifi, and credit-card processing

• Hotel department head experience

• Experience conducting classroom training and preparing training documentation

• Familiarity with Hyatt-specific systems such as Hyatt Mobile App, Colleague Advantage, Medallia Concierge, and other payment applications

• Ability to develop relationships with vendors to drive timely system resolutions