JOB SUMMARY
The Manager, Deployment – OPERA Subject Matter Expert (SME), Digital + Technology Transformation, Global Technology, is hands-on functional expert role focused on deployment execution for OPERA Cloud across the CALA region.
This position plays a critical role prior to Command Center activation and cutover, ensuring that Opera Cloud configuration, operational scenarios, and property-specific requirements are fully validated and aligned to real hotel operations.
The role is responsible for accompanying hotels through the end-to-end deployment lifecycle, ensuring that Opera Cloud solutions are operationally viable, aligned with Marriott global standards, and adapted to local market requirements.
The role may operate within a Command Center support model, if needed, contributing to incident triage, issue resolution, and
escalation management during cutover and hypercare.
Success in this role requires the ability to operate under pressure, manage multiple concurrent incidents, and maintain high-quality
support standards across a complex multi-country landscape.
CORE COMPETENCIES:
Problem Solving – Diagnoses and resolves issues across PMS configuration, operational workflows, and integration points
Execution Focus – Drives resolution of deployment blockers and ensures timely completion of critical deployment activities
Communication – Provides clear, structured updates to stakeholders, including properties, deployment teams, and escalation
partners
Operational Mindset – Understands real hotel operations and applies that knowledge to system validation and configuration
decisions
Adaptability – Performs effectively in fast-paced, high-pressure deployment environments and across diverse CALA markets
Preferred Skills: • Advanced functional expertise in Opera PMS modules including Reservations, Front Office, profiles, and inventory management
- Expertise in Opera S&C or OSEM of advantage
• Strong understanding of core hotel operational workflows including check-in/out, room assignment, rate management, and availability controls • Ability to translate operational requirements into PMS and/or S&C configuration decisions
- Experience influencing or guiding PMS and/or S&C configuration decisions based on operational needs
- Technical awareness of Opera Cloud configuration logic, environments, and deployment dependencies
- Familiarity with integrations impacting PMS operations (e.g., POS, CRS, distribution, payments, finance systems)
- Experience validating end-to-end operational scenarios within PMS environments
- Strong analytical skills with ability to perform root cause analysis across configuration, process, and integration layers
Primary Responsibilities
Functional Configuration Validation & Alignment
- Validate PMS configurations across core modules (Reservations, Front Office, Profiles, Inventory) ensuring alignment with real hotel operational workflows
- Validate S&C configuration across core modules
- Identify configuration gaps, inconsistencies, and risks that may impact deployment execution or operational continuity
- Ensure configurations align with Marriott global standards while adapting to local operational requirements
- Support and influence configuration decisions based on operational needs and deployment constraints
Pre-Go-Live Issue Identification & Resolution
- Identify and resolve functional and configuration issues in pre-production environments
- Perform structured troubleshooting across configuration, process, and integration layers
- Provide clear recommendations and actionable solutions to resolve blockers prior to cutover
- Escalate complex issues with proper context, impact assessment, and supporting evidence
Deployment Execution Preparation
- Validate that PMS configurations support critical end-to-end operational scenarios (check-in/out, reservations lifecycle, inventory handling)
- Ensure properties are functionally ready from an operational execution standpoint, not only checklist completion
- Support validation of key deployment milestones leading into cutover and go-live
- Partner with property teams to align system behavior with real operational practices
Functional Property Partnership
- Work directly with hotel teams to review, validate, and refine PMS setup
- Translate operational requirements into practical system configuration validation and adjustments
- Provide scenario-based functional guidance to ensure operational usability and adoption
Cutover & Hypercare Support (When Required)
- Support Command Center activities during cutover and hypercare as needed
- Contribute to incident triage, issue resolution, and escalation management
- Provide functional expertise to support stabilization of hotel operations post go-live
- Document issues, resolutions, and key learnings to support continuous improvement across deployments
CANDIDATE PROFILE
Education and Experience
- Bachelor’s degree or an equivalent combination of education and experience
- 3+ years of relevant professional experience in hospitality technology with a strong focus on PMS (Opera preferred)
- Proven experience supporting PMS implementations, migrations, or system rollouts, preferably Opera Cloud
- Experience supporting multi-property or multi-country deployments within the CALA region
- Hands-on experience in PMS configuration and validation aligned to operational workflows
- Experience working with PMS integrations and understanding their impact on hotel operations (e.g., payments, CRS, POS)
- Expertise in identifying and troubleshooting complex functional and configuration gaps in pre-go-live and live-production environments
- Experience supporting deployment milestones including property readiness, cutover execution, and hypercare
- Experience working in structured support environments such as a Command Center, Service Desk, or Deployment War Room
- Experience working with ITSM tools (ServiceNow and/or Jira) for incident tracking, defect logging, and escalation management
- Experience documenting current-state environments, identifying functional risks, and supporting transition to future-state PMS solutions
- Fluent English and Spanish required; Portuguese preferred
MANAGEMENT COMPETENCIES
Leadership
- Adaptability – Maintains effectiveness under pressure and ambiguity, adjusting quickly to evolving
payment partner requirements, cutover constraints, and deployment priorities.
- Communication – Communicates clearly with hotel teams, Finance, vendors, and internal stakeholders,
translating technical dependencies into actionable next steps.
- Problem Solving & Decision Making – Diagnoses payment readiness issues, evaluates operational
impact, and supports practical resolution paths aligned to deployment milestones.
Managing Execution
- Driving for Results – Drives end-to-end execution through dependency tracking, disciplined follow-up,
and escalation to protect go-live stability
- Planning & Organizing – Manages multiple properties/workstreams across countries, payment models,
and timelines; maintains clear visibility of critical path items.
- Quality Orientation – Ensures deployment artifacts, validations, and handoffs are complete, accurate,
and aligned to standards before cutover
Building Relationships
- Stakeholder Relationships – Builds trust and alignment across hotel teams, Finance, payment partners,
and global teams to accelerate readiness and issue resolution
- Customer Relationships – Maintains focus on operational continuity and guest-impact sensitivity during
payment transitions.
- Global Mindset – Operates effectively across diverse regulatory and operational contexts, adapting
approach to market realities
Learning and Applying Professional Expertise
- Applied Learning – Builds knowledge of evolving payment deployment playbooks, partner requirements,
and cutover practices across models (integrated/multi-gateway/standalone).
- Business Acumen – Understands the operational and financial impact of payment disruption and cutover
decisions at property level.
- Technical Acumen – Applies functional knowledge of OPI/EFT integration concepts and payment
deployment enablement practices to support successful deployments.
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
