FLEX Director, Front Office Business Process (OPERA Cloud)
About The Position
The FLEX Director, Front Office Business Process (OPERA Cloud) sits within the Global Operations (GO) department, where we work to enrich the experience of the stay, creating value for guests and owners while advancing hospitality excellence. This position is part of the GO Global Property Management Systems team and will support the deployment and future Property Management System (PMS) cloud strategy. The FLEX Director will coordinate, plan, and implement all requirements to achieve integration, deployment, and business results for the OPERA Cloud PMS and STAY Strategy support. They will provide expertise for the future state PMS strategy development, including system and operational subject matter expertise relating to business processes, operational processes, interfacing enterprise systems, support of new property openings, conversions, and future acquisitions. This resource will develop and document business processes, operational procedures, policies, and best practices for STAY and Opera PMS systems, participating in requirements, design approvals, User Acceptance Testing, Beta, and Pilots, and supporting the deployment of this strategy.
Requirements
- 4-year bachelor's degree from an accredited university in a related field appropriate to work of position; or
- 8+ years of hotel experience of other relevant experiences using property management systems or related work experience
- Experience with Property Management Systems and/or operational experience, specifically OPERA PMS
- Experience with operations and technology initiatives, in addition to experience with processes needed to support delivery and ongoing support
Nice To Haves
- Experience with LightSpeed, OPERA, FSPMS, FOSSE or OPERA Cloud
- Experience working with external finance/accounting and technology service providers (ex. Accenture Hospitality Services)
Responsibilities
- Lead the design and development of the future PMS strategy and growth initiatives, including OPERA Cloud
- Provide subject matter expertise on PMS systems, operations, and business processes.
- Support new property openings, conversions, and acquisitions with PMS insights.
- Assess PMS impact for new initiatives such as hotel conversions and acquisitions.
- Develop and document business processes, operational procedures, and best practices.
- Participate in requirements gathering, design approvals, User Acceptance Testing (UAT), Beta testing, and deployments.
- Collaborate with cross-functional stakeholders to align operational needs and integrations.
- Lead the global rollout and transition to OPERA Cloud PMS across all applicable properties.
- Integrate PMS with the Central Reservations System (CRS) to support broader growth initiatives.
- Contribute to discovery, requirements, and integration of PMS with CRS.
- Create operational training materials and documentation for PMS processes.
- Support on-property transitions and integrations with PMS expertise.
- Partner with Global Technology to identify and mitigate operational impacts.
- Lead testing and development of STAY and OPERA Cloud.
- Collaborate with global stakeholders, Finance Business Partners, and technology service providers including Accenture Hospitality Services.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
