Front Office Support Senior - Property Management System en Melius Services

We are looking for a Front Office Support Specialist with solid experience in Property Management Systems (PMS), particularly Innsist and Opera Cloud, to provide specialized support to hotels and corporate teams in the hospitality sector.

This role is key to ensuring the continuity of Front Office systems, managing critical incidents, and coordinating solutions with international vendors in a dynamic, multicultural environment.

Responsibilities

•            Administer and provide specialized support for the Innsist PMS Front Office, ensuring uninterrupted daily operations.

•            Handle and follow up on tickets and incidents reported by hotels and corporate teams, coordinating resolution with vendors.

•            Provide functional consulting to hotels on Front Office processes, ensuring proper handling of reservations, check-in/check-out, and billing.

•            Document system change requests and improvement requirements.

•            Prepare executive reports on system performance and availability.

•            Participate in hotel openings and PMS implementation projects, supporting testing, training, and go-live activities.

•            Monitor and escalate critical incidents, maintaining clear communication with IT and Operations teams.

Education and Certifications

•            Bachelor’s degree in Communications, Systems,  or related field.

•            Minimum of 5 years’ experience in PMS support or implementation.

•            Proven experience with Innsist Front Office, Opera Cloud.

•            Experience managing incidents with ITSM tools (e.g., ServiceNow).

•            Advanced English: fluent oral and written communication with international teams and vendors.

Key Skills

•            Strong problem-solving and incident management skills in critical environments.

•            Effective communication with operational, technical, and executive users.

•            Results-oriented with a focus on continuous improvement.

•            Analytical and documentation skills.

•            Coordination skills in multicultural settings.

What We Offer

•            Competitive salary based on experience.

•            Growth opportunities in a dynamic, technology-driven environment.

•            Training and certifications in key technologies.

•            Legal benefits and additional perks.

$45,000.00 MXN Hibrida en Cancun.

Location: Cancún (Hybrid)

Additional Compensation: Productivity bonus

Work Schedule: Monday to Friday, 8-hour shifts