PMS Knowledge Manager

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June 26

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Shiji Group

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Hospitality • SaaS • Entertainment

Shiji Group is a global company that specializes in providing integrated technological solutions for the hospitality industry. Founded in 1998, Shiji Group aims to enhance the digital guest experience by offering a network of hospitality systems. With over 5,000 employees across 80+ global offices, Shiji serves a wide range of clients including hotels, restaurants, retail outlets, and entertainment businesses. The company offers a suite of products such as Property Management Systems, Point of Sale solutions, Guest Feedback Management, and Hotel Distribution tools. These solutions are designed to provide ease of use, security, and modern connectivity, enabling businesses to deliver exceptional service to their guests.

1001 - 5000 employees

Founded 1998

☁️ SaaS

📋 Description

• We are seeking a highly skilled and motivated PMS Knowledge Manager to join our PMS Support Team. • In this role, you will be responsible for developing, delivering, and managing training programs that ensure our support team is proficient in using the internal applications and tools necessary to assist our clients effectively. • You will work closely with team members, identify training needs, create tailored training materials, and provide ongoing support to ensure high levels of application knowledge within the department. • Training Development & Delivery: Design and conduct training sessions (both in-person and virtual) to ensure the support team is equipped to handle technical inquiries and troubleshoot issues related to Daylight PMS and its integrations effectively. • Build and deliver live‑online, in‑person, and on‑demand courses covering new releases, core workflows, and advanced feature adoption. • Create and maintain comprehensive training materials (user guides, confluence manuals, training manuals, internal tutorials) tailored to Daylight PMS system. • Partners with team leaders to run needs analyses, uncover skill gaps, and prioritize curriculum backlogs. • Co‑define (with team leaders) measurable performance goals for each training initiative. • Develop bespoke learning modules for high‑value customers or pilot features, ensuring account teams can tailor guidance that drives adoption and retention. • Join strategic account reviews to surface emergent training opportunities. • Lead onboarding training sessions for new support team members, ensuring they are well-versed in the Daylight PMS and support-specific workflows and procedures. • Facilitate knowledge-sharing workshops to encourage ongoing learning and application best practices. • Regularly assess the team's understanding and proficiency with Daylight PMS via practical assessments and feedback sessions. • Collect feedback from trainees and support team members to continuously improve training programs and materials. • Design multi‑level certification exams (knowledge + hands‑on practicum). • Administer assessment platforms, and renewal/recertification policies. • Report certification analytics to leadership and identify continuous‑improvement actions. • Stay up to date with the latest Shiji software updates and new features to provide accurate and timely training. • Collaborate with product and technical teams to understand new features or changes to Daylight PMS and incorporate this information into training materials. • Maintain a training calendar, documenting all training activities and progress for team members. • Produce regular reports on the effectiveness of training programs and the team's progress in mastering internal applications. • Track KPIs such as training attendance, completion rates, time‑to‑proficiency, CSAT, feature adoption lift, and revenue impact. • Present quarterly insights and recommendations to senior leadership.

🎯 Requirements

• Strong communication and presentation skills with the ability to explain complex technical concepts in a simple and engaging manner. • Excellent stakeholder‑management and communication abilities. • Excellent problem-solving skills and the ability to adapt training techniques based on individual or team needs. • Ability to work independently, as well as collaboratively within a team environment. • Detail-oriented with strong organizational skills to manage multiple training projects simultaneously. • Proficient in Microsoft Office Suite and familiar with Shiji support tools. • You may be required to travel up to a few times in a single quarter to our Support Office locations across Europe, Asia, the Middle East, and the Americas. Travel frequency will be dependent on business/training needs of a given location. • Strong hands-on application knowledge in Daylight PMS

🏖️ Benefits

• Health & Safety • Private medical care (Medicover) with dentists package for you and your family • Group life insurance (UNUM) for you and your partner • Multisport card included in the WorkSmile package • Working conditions & Development • Dell laptop, keyboard, mouse, wireless headphones and monitor • 40h for development during work time • Free access to group language lessons • Udemy platform • In-house workshops, training sessions or meet-ups • Hybrid Work - 80% office attendance • Extras you may like • Worksmile cafeteria and 500 (or 310 depending on your choice of other benefits) points per month to be used in vouchers • Referral bonus if you refer a new employee (6500 PLN gross or more, depending on the position) • Subsidy for the purchase of glasses (300 PLN/year) • Shared underground parking (can be reserved - first come, first served) • Chill room with table football & PlayStation • Free snacks (every day) • Team building events