We’re Sonesta International Hotels.
The 8th largest hotel company in the U.S.—and growing fast.
An epic blend of full-service and focused hotels in major cities, Sonesta’s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.
Together We Thrive—bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting.
Job Description Summary
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.
Job Description
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
Additional Job Information/Anticipated
Pay Range
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.
Benefits
Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:
- Medical, Dental and Vision Insurance
- Health Savings Account with Company Match
- 401(k) Retirement Plan with Company Match
- Paid Vacation and Sick Days
- Sonesta Hotel Discounts
- Educational Assistance
- Paid Parental Leave
- Company Paid Life Insurance
- Company Paid Short Term and Long Term Disability Insurance
- Various Employee Perks and Discounts
- Hospital Indemnity
- Critical Illness Insurance
- Accident Insurance
Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.
Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
