Sonesta Hotels

System Administrator

• Administer, configure, and maintain OPERA PMS environments across managed and franchise properties
• Serve as the primary escalation point for OPERA-related issues, ensuring timely resolution and root cause analysis
• Manage user access, roles, permissions, and security configurations in alignment with IT policies
• Monitor system performance, availability, and data integrity
• Drive standardization of OPERA configurations, templates, and operating procedures across the portfolio
• Identify inconsistencies across properties and implement scalable solutions to reduce variation
• Develop and maintain SOPs, configuration guides, and knowledge base documentation
• Support and coordinate integrations between OPERA and adjacent systems (CRS, POS, CRM, revenue management, payment platforms, etc.)
• Collaborate with internal architecture and integration teams to ensure stable data flow and system interoperability
• Troubleshoot interface issues and coordinate with vendors to resolve defects and improve performance
• Act as the liaison with Oracle Hospitality and third-party vendors for OPERA-related matters
• Manage vendor tickets, escalations, and service delivery expectations
• Build strong relationships with property-level stakeholders, franchisees, and corporate teams.
• Provide training and support to property teams and internal users on OPERA functionality and best practices

Oracle OPERA Systems Administrator

Manager

• Champion the voice of the guest by leading and enhancing our Voice of the Customer (VoC) program through Qualtrics, ensuring guest feedback is heard, understood, and acted upon.
• Translate guest feedback into meaningful insights that uncover consumer behaviors, preferences, and emerging experience trends across the customer journey.
• Develop compelling narratives and presentations that help stakeholders understand guest sentiment, brand perception, loyalty drivers, and opportunities to elevate the experience.
• Partner closely with hotel operations, marketing, brand, and leadership teams to turn consumer insights into strategic actions and experience improvements.
• Identify patterns and themes within guest feedback to inform business decisions, strengthen guest relationships, and support long-term brand growth.
• Serve as the primary liaison with Qualtrics to continuously enhance the VoC program and improve how guest insights are captured and shared across the organization.
• Advocate for a customer centric culture by helping teams better understand guest needs, expectations, and moments that matter most.
• Stay informed on consumer and hospitality trends, bringing forward new ideas and best practices that strengthen the guest experience and reinforce brand loyalty.

Oracle OPERA Systems Administrator

Consumer Insights Manager