About the Role
As a Kiosk Implementation Manager, you’ll lead our US kiosk activation strategy, helping transform the guest experience for thousands of hotels and millions of guests. You’ll use your hotel operations expertise and reservation data to translate workflows—from walk-ins to complex group blocks and routing rules—into product requirements and configurations, working with Customer Success, Engineering, and Hardware to coordinate pre-deployment configurations remotely. You’ll lead on-site go-lives, train hotel staff, develop playbooks for different brands and property types across North America, EMEA, and APAC, and share field insights to shape product improvements. This hybrid role is based in NYC and requires 40–50% travel to hotel properties, primarily across the US, with less frequent international travel as needed.
What You’ll Do
Lead end-to-end kiosk onboarding, from property qualification through post-go-live support
Partner with Customer Success and Engineering to complete technical qualification questionnaires, assess Opera PMS readiness, and inform go/no-go decisions
Configure and pair iPads, key encoders, and payment terminals with the PMS integrations team, and coordinate hardware logistics, including packaging, configuration validation, shipping, and delivery tracking until a logistics vendor is finalized
Lead on-site deployments, run test reservations, and ensure the end-to-end check-in flow works with live guests
Train hotel staff on kiosk use and post-deployment support using standard operating procedures
Inspect live reservation data with tools such as the Reservations Visualizer to configure kiosks and advise hotels on group blocks, multiple folios, routing rules, OTA virtual cards, and night audit processes
- Document field gaps, issues, and suggestions, and work with Product and Engineering on improvements and scalable deployment playbooks
- What We’re Looking For
- 4+ years of hands-on hotel operations experience as a Front Desk Agent, Front Desk Manager, Director of Rooms, or General Manager
Expert-level Opera PMS proficiency across front desk, housekeeping, accounting, reservations, and night audit, including routing rules, shared reservations, multiple folios, refunds, and rate codes
Deep understanding of hotel payment workflows, including authorizations, settlements, deposits, and reconciliation
Experience handling group blocks, room sharing, split payments, complimentary stays, day-use reservations, walk-ins, and corporate billing, with knowledge of check-in/check-out standards and brand requirements and familiarity with key card systems, payment terminals, and channel managers
Comfort with modern tools such as Slack, Notion, and Claude, and strong communication skills with hotel staff, engineering and product teams, and executive stakeholders
- Ability to travel 40–50% of the time for on-site implementations
- Nice to Have
- Experience with other PMS platforms such as Mews, Guestline, Protel, or RMS Cloud, or with channel managers, revenue management systems, or central reservation systems
Certification in Opera PMS or other hotel systems
- Experience training hotel staff on new technology implementations
- Compensation
- Target cash compensation ranges from $97,000–$105,000, including a fixed annual salary and a performance-based bonus paid quarterly.
This role also includes a stock option grant, subject to board approval.
Actual compensation will be commensurate with your skill level, experience, and specific work location.
