Kiosk Implementation Specialist

About the Role

We are looking for a Kiosk Implementation Specialist to be the cornerstone of our Kiosk activation strategy across the EMEA region, leading on-site deployments at hotels throughout Europe, the Middle East, and Africa. Your deep understanding of hotel operations will be invaluable as you analyze reservation data to ensure our kiosks handle every scenario - from simple walk-ins to complex group blocks with routing rules.

Working closely with our engineering and customer success teams, you'll translate the intricacies of hotel workflows into product requirements and configurations that actually work in the real world. This means getting hands-on with Opera PMS settings, testing kiosk hardware, and being on-site during critical go-lives to ensure smooth implementations. You'll develop the playbooks that allow us to scale across different brands and property types across EMEA, while training hotel staff to confidently support the technology. Most importantly, you'll be our eyes and ears in the field, helping us understand what hotels really need versus what we think they need.

This position is critical to Canary's mission of transforming the guest experience. You'll be the architect of our kiosk deployment strategy, directly impacting thousands of hotels and millions of guests. Your unique combination of operational expertise and technical acumen will shape how the hospitality industry adopts self-service technology.

What You’ll Do

• 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 finalising 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. Expect 40-50% travel to hotel properties across EMEA.
• 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.

What We’re Looking For

• 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, including complex reservations, routing, folios, rate codes, and hotel payment workflows.
• Experience managing complex hotel scenarios, such as group blocks, shared reservations, split payments, corporate billing, and integrations with key card and payment systems.
• Comfortable adopting modern tech tools and workflows (Slack, Notion, Claude) 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
• Experience with other PMS systems common in EMEA (Mews, Guestline, Protel, RMS Cloud) or hotel technology systems (Channel Managers, Revenue Management Systems, CRS) preferred
• Experience training hotel staff on new technology implementations preferred
• Fluency in an additional European language (e.g. French, German, Spanish, Italian) preferred, given the diversity of markets across the region