About The Role

We’re People People. Are you?

We’re Sonesta International Hotels—the 8th largest hotel company in the U.S. (and growing fast 🚀).

With a dynamic mix of full-service and focused hotels across major cities, our diverse portfolio of owned, managed, and franchised properties means we’re everywhere our guests need us to be.

But here’s the thing—we’re not just in the business of hotels, we’re in the business of people. We bring service with passion, loyalty with purpose, and create experiences that genuinely connect—delivering quality, value, and memorable stays across 1,000+ properties in eight countries (and counting).

What this role is all about

The Oracle OPERA Property Management System (PMS) Administrator is responsible for the configuration, support, optimization, and lifecycle management of OPERA PMS across Sonesta’s managed and franchise hotel portfolio. This role serves as the technical and functional subject matter expert for OPERA (both Oracle OPERA PMS and OPERA Cloud), ensuring system stability, standardized deployment, and alignment with Sonesta’s hospitality technology strategy.

This individual will play a key role in driving consistency across properties, improving onboarding and offboarding processes for franchise hotels, and partnering closely with vendors, property teams, and internal stakeholders to enhance the PMS ecosystem and its integrations.

This individual combines technical expertise with operational insight, focusing on improving hotel business processes through system optimization. The Administrator plays a key role in delivering reliable system performance, resolving complex technical issues, and implementing enhancements that drive value for hotel teams, owners, and guests.

This is a hybrid role requiring three days per week in the office, based in either Newton, MA, or Orlando, FL.

What you’ll be doing

Key Responsibilities

PMS Administration & Support

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

Standardization & Process Improvement

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
Partner with leadership to improve franchise onboarding and offboarding processes, reducing friction and variability

Integrations & Ecosystem Management

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

Vendor & Stakeholder Collaboration

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 guidance and influence on PMS-related decisions, including upgrades, enhancements, and support model

Implementations & Upgrades

Support new hotel onboarding, conversions, and system implementations involving OPERA PMS
Participate in OPERA Cloud migration planning and execution
Assist in defining deployment standards, cutover strategies, and post-go-live support models
Ensure data readiness and configuration alignment during transitions

Training & Enablement

Provide training and support to property teams and internal users on OPERA functionality and best practices
Develop training materials and facilitate sessions for new system features or process changes
Act as a trusted advisor to operations teams on how to best leverage OPERA capabilities

Qualifications

Required

4–7+ years of hands-on experience administering or supporting Oracle OPERA PMS including implementations, installations, migrations and accelerators
Hands-on experience with OPERA integrations (OHIP, OXI, IFC)
Experience with OPERA reporting and analytics tools
Strong understanding of hotel operations, including front desk, reservations, housekeeping, and night audit
Experience supporting PMS integrations and troubleshooting interface issues
Demonstrated ability to manage multiple properties or a multi-site hospitality environment
Strong problem-solving skills with the ability to diagnose and resolve complex system issues

Preferred

Familiarity with related hospitality systems (POS, CRS, CRM, RMS, payment systems)
Working knowledge of networking, virtual environments and additional PMS systems
Experience working in a franchise or mixed ownership model environment

Key Competencies

Operational Awareness: Deep understanding of how PMS supports hotel operations and guest experience
Standardization Mindset: Ability to drive consistency across a diverse and decentralized portfolio
Vendor Management: Comfortable holding vendors accountable and navigating escalations
Collaboration & Influence: Works effectively across IT, operations, and franchise stakeholders
Attention to Detail: Ensures accuracy in configuration, data, and system behavior
Adaptability: Thrives in a dynamic environment with evolving priorities and system landscapes

Anticipated Pay Range & Additional Job Information

Pay Range: $90,000 to $105,000. Base pay offer may vary depending on various factors, including but not limited to job related knowledge, skills and job specific overall experience.

How we reward you

At Sonesta, we know showing up for our guests starts with showing up for our people. That means supporting your health, your financial future, and everything in between.

Here’s a snapshot of what we offer

Medical, Dental & Vision Insurance
Health Savings Account (HSA) with Company Match
401(k) Retirement Plan with Company Match
Paid Vacation & Sick Time
Paid Parental Leave
Company-Paid Life Insurance
Company-Paid Short-Term & Long-Term Disability
Hospital Indemnity, Critical Illness & Accident Insurance
Educational Assistance
Sonesta Hotel Discounts (yes, you’ll want to use these ✈️)
Additional Perks & Employee Discounts

Our Commitment to You

Sonesta is proud to be an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.