The Role:

The Productivity Lead supports our hotels through the first two weeks of the transition
onto Opera Cloud PMS. They will be an advocate for our hotels to ensure that the
transition to Opera Cloud does not hinder our colleagues from providing efficient service
and meaningful experiences to our guests. Working closely with the deployment team to
provide continuous feedback to evolve and improve the role out for future deployment
waves.

Key Responsibilities:

• Recommends training of our business practices in relation to Rooms systems and brand standards.
• Perform evaluations of system adoption and performance
• Coordinating with vendors to ensure appropriate response times to inquiries,
• Host remote Q&As, and deliver training webinars to our hotels.
• Liaise with the colleague on-site and off-site for successful installation of the
  property systems.
• Evaluate new and historic business practices to ensure they are still being
  recommended for hotels to follow.
• Support colleagues during project development, beta testing, and immediately after
  new system installation.
• Ability to study and review system configuration and adoption from a remote
  standpoint leading into hotel system operational guidance.
• Leading a hotel management team through a system end hotel transition.
• Ability to conduct User Acceptance Testing of software releases.
• Ability to establish and foster relationships with vendors to achieve property system
  resolutions.
• Oversight of business-related and projects adoption activities for systems – Hotel
  Mobile application, Opera, HotSOS, Colleague Advantage, Medallia Concierge, Sertifi,
  and other payment applications.

Requirements:

• 4+ years of experience in hospitality management, Guest Reception, Housekeeping,
  Guest Services, or Reservations.
• 2+ years of Opera PMS experience. Both front end and configuration.
• Experience in delivering and preparing training.

Preferred Skills:

• Experience with RESERVE CRS, HotSOS, HyGEO, Zingle, Sertifi, Credit Card
  processing.
• Hotel department head experience.
• Experience in conducting classroom training and preparing training documentation.
• Ability to troubleshoot and problem-solve system and business practice issues.