Kiosk Implementation Specialist

Role Overview

• Lead Onboarding Execution: Own and drive the end-to-end onboarding process for kiosk properties—from qualification through post-go-live support.
• Conduct Property Qualification: Collaborate with Customer Success & Engineering to complete technical qualification questionnaires, assess Opera PMS readiness, and participate in go/no-go decisions.
• Configure and Pair Hardware: Set up iPads, key encoders, and payment terminals for each hotel. Work closely with the PMS integrations team to meet this goal.
• Manage Hardware Shipments: Coordinate kiosk hardware logistics. In the interim (prior to finalizing a logistics vendor), own the shipping process including packaging, configuration validation, and delivery tracking.
• Deploy On-Site: Travel to hotel properties for kiosk deployments, lead on-site setup, run test reservations, and ensure successful end-to-end check-in flow with live guests.
• Train Hotel Staff: Deliver hands-on training during onsite visits using our standard operating procedures (SOPs). Ensure hotel teams are confident in using and supporting the kiosk post-deployment.
• Validate Real-World Readiness: Use tools like the Reservations Visualizer to inspect live reservation data to configure the Kiosk correctly and advise the hotel on operational practices (e.g., group blocks, multiple folios, routing rules, handling OTA virtual cards, night audit processes).
• Surface Product Feedback: Document gaps, issues, and suggestions from the field. Work closely with Engineering and Product to translate hotel operations insights into actionable product improvements.

Requirements

• 4+ years of hands-on hotel operations experience as a Front Desk Agent, Front Desk Manager, Director of Rooms or General Manager.
• Expert-level proficiency in Opera PMS as a power user with mastery of operations across all departments (front desk, housekeeping, accounting, reservations, night audit). You should be comfortable performing complex operations like managing shared reservations, setting up routing rules, handling multiple folios, processing refunds, and configuring rate codes. Deep understanding of hotel payment workflows is essential
• including authorizations, settlements, deposit handling, and reconciliation processes.
• Experience handling the full spectrum of hotel scenarios including group blocks, room sharing, split payments, comp stays, day-use reservations, walk-ins, and complex corporate billing arrangements. You should have knowledge of hotel industry standards and brand requirements for guest check-in/check-out procedures, plus familiarity with common hotel integrations like key card systems, payment terminals, and channel managers.
• Comfortable adopting modern tech tools and workflows (Slack, Notion, documentation platforms) with the ability to communicate effectively with engineering and product teams.
• Outstanding communication skills to work with stakeholders ranging from hotel staff to executive leadership.
• Ability to travel 40-50% of the time for on-site implementations.

Benefits

• Canary Days: As a company we want to ensure that the team has time to recharge. Each month we provide company wide days off to ensure there is at least one extended weekend or day off.
• Self Improvement Club: We meet each month and share our personal goals for the month. Each individual is provided a budget towards any purchases that help us achieve these goals.
• Professional Development Chats: We provide budget to help drive cross functional professional development conversations across the organization.
• Travel Reimbursement: Team members are able to visit our offices across New York, San Francisco or Dallas when they choose, and are provided a travel stipend for doing so. Spend time working with the team in their office, and use the rest of your time exploring a new city!
• Personal Travel Reimbursement: If you stay at a hotel that Canary works with, we provide a credit towards your stay.