Full-Time SEP Implementation Specialist

The SEP Implementation Specialist is responsible for the successful deployment of our Property Management System (PMS) solutions for enterprise customers.

This includes analyzing customer needs, configuring tailored PMS solutions, performing system installations and upgrades, and delivering training (on-site or remotely) to ensure a smooth transition and positive user experience.

The Specialist ensures our PMS solutions meet the unique specifications and functional requirements of our enterprise customers.

What You'll Do:

• Perform various PMS implementation projects at customer sites (hotels) across Mexico, the US, and internationally or remotely.
• Manage end-to-end implementations, understanding user requirements, and assisting customers with PMS configuration workbooks for system configurations.
• Conduct on-site system testing, provide user training, and offer post-go-live support for smooth operations, focusing on quality and customer satisfaction.
• Report and escalate critical issues and functional requests to internal teams (Product & Development) and ensure timely resolution.
• Analyze and clarify customer queries through troubleshooting and research using documentation, lab testing, and other resources.
• Provide guidance to customers by addressing operational and application-related inquiries, offering consultative support.
• Prepare and submit daily and completion project reports for accurate documentation.
• Attend regular trainings to stay updated on new and current Shiji PMS functions.

Minimum Qualifications:

• Bilingual (English & Spanish)
• Minimum 4 years' experience in Hotel Operations, understanding front desk, housekeeping, reservations, and finance.
• Experience with hospitality PMS systems in a super user role.
• Proficient in Microsoft and Windows operating systems for enterprise projects.
• Experience in customer-facing roles, with a passion for customer satisfaction.
• Strong problem-solving skills, able to quickly implement diverse IT solutions.
• Excellent written and verbal communication skills, explaining technical concepts clearly.
• Availability during evenings, weekends, and holidays.
• Valid passport and willingness to travel within the Americas and internationally (up to 80% travel, on-site durations up to six weeks).

Preferred Qualifications:

• Bachelor's degree in a related field (technical, hospitality, or business).
• 2+ years' experience installing PMS and training end-users, or working in IT related hotel roles.

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