Hospitality Loyalty Application Support Specialist– French speaking & Madrid-based

Company Description Radisson Hotel Group is one of the world's largest hotel
groups with ten distinctive hotel brands, and more than 1,500 hotels
in operation and under development in 95+ countries. The Group’s overarching
brand promise is Every Moment Matters with a signature Yes I Can! service ethos.
People are at the core of our business success and future. Our people are true
Moment Makers and together we bring the culture, spirit, environment
and opportunities that empower you to be your best, every day, everywhere, every
time. Together, we make Every Moment Matter.

Job Description Location: Â Madrid, Spain Do you have a passion for hospitality
and a sharp eye for tech? Join our International Global Hospitality IT Support
team! From resolving system issues to optimizing configurations, you’ll be
the bridge between hotel teams and backoffice tech solutions. Team Mission:
We’re looking for tech-savvy, hospitality focused individuals to join a new
team within our Hospitality IT Support area. If you come with a background
in hotel operations like Reservations, Loyalty programs or Customer care
departments this may be for you.

The Hospitality IT Support team is responsible for ensuring the availability,
accuracy, and optimal performance of the reservation platform that supports
hotel distribution, loyalty program, and guest bookings. The role combines
technical support, operational awareness, and close collaboration with business
stakeholders. Contribute to the continued success of Radisson Rewards, our
loyalty program serving more than 27 million members worldwide. Your role
will be to provide first hand support for application errors and support
requests from hotel users. You will be responsible for solving training issues
and making configuration changes to the system, as well as managing tickets
in our support tool ServiceNow when an issue needs to be passed to a more
technical support team.

The successful candidate will be skilled in building strong and trusting
relationships with our hotel users and Loyalty teams, so that we can transform
the relationship they have with IT from a transactional relationship to a deep
trusting one that will benefit both our hotel employees and customers. We offer
an agile, professional, efficient, and process orientated support function
to the Radisson community, which includes guest facing staff and back-office
teams, in areas such as Front Office, Meetings & Events, Point of Sale and CRS.
All our activities are based on industry standard best practices (ITIL)
and require constant contact with end users (hotel teams) and technical support
teams, both RHG’s and external vendors.  Role purpose: The primary purposes
of the Application Support Specialist role are: Gain a deep technical knowledge
in RHG’s central Loyalty program, based on SAP TMSForHotels product, named
EMMA after RHG’s moto: Every Moment Matters. Understand both RHG and your
specific Hotels business processes and structure to provide relevant
and valuable support to the organization. Provide first level support
for application errors in EMMA based on the available knowledge materials
and individual/team knowledge.

Support and troubleshoot integrations between the CRS and related systems such
as PMS, channel managers, booking engines, revenue management tools,
and third-party distribution channels. Ensure correct data flow for rates,
reservations, redemptions, points balance, Radisson Rewards accounts
and confirmations. Coordinate with internal teams and external partners
to resolve interface failures or data mismatches Perform on demand
configurations in the system application requested by the hotels. Document new
processes and troubleshooting documents for both the team and end user’s
benefit. Â Â Service Operations and Delivery: Responsible for delivering high
quality services to the RHG community. Â Stakeholder Management: Operate as
a point of interaction/escalation for Requests for Information, Configuration
and Incidents. Â 3rd Party Intermediator: Interact as needed with partners
to ensure prompt resolution of incidents. Â People Management: From stakeholders
to external partners, we ensure that proper relations are established across
the board. Â General: Ensure a high degree of collaboration and good team spirit
is achieved across all parties. Â Must be able to interact with confidence
with hotel senior staff, like Heads of Department and General Managers.
Qualifications Location: Madrid, Spain - relocation to Madrid is required
as this is a hybrid role from Madrid.

Language skills: Full English Proficiency is a must. French proficiency is
a must. Education: Bachelor's Degree in International Hotel Management,
Hospitality Management or related field A recognized ITIL certification
at Foundation level or above is highly desirable SAP Certifications are highly
desirable Travel needs: Up to 20%, primarily European but could be international
on occasion. Very minimal travelling. Highly desirable experience: Hospitality
experience (Revenue Management, Loyalty, Customer Care) International work
experience SAP TMSforHotels Experience with other 3rd party PMS product like
Opera, Shiji Background in other SAP functional modules (FI, CO, MM…)
Experience in Helpdesk functions such as call center, helpdesk Experience using
IT Support tools such as Service now, Jira Soft skills: Ownership: Following
the end-to-end support for all incidents, acting on behalf of the users.

Excellent good interpersonal, verbal, and written communication skills Passion
for customer service, efficiency, effectiveness, and quality Good team player,
willingness to assist others and share expertise Structured, able to follow
but also help defining procedures and documentation  Do you see yourself in
an international team, helping people through technology? We’ll give you
the tools for you to own the mission! Â APPLY NOW to power up IT in hospitality!
Additional Information Why Join Radisson Hotel Group? Live the Magic
of Hospitality - Be part of a team that creates exceptional experiences
and memorable moments every day. Let your Yes I Can! spirit shine as you bring
hospitality to life. Build a Great Career - No matter your background
or experience, we invest in your growth, learning, and career
development—helping you reach your full potential.

Experience the Team Spirit - Join a workplace that’s inclusive, fun,
and meaningful. We celebrate diversity, support one another and foster a sense
of belonging through our Employee Resource Groups and inclusion initiatives.
Lead with Your Ambition - Your ideas, passion and drive matter! We empower
you to make a difference—in hospitality, your community and beyond. Enjoy
Global & Local Perks - No matter where you’re located, you’ll enjoy
exclusive global benefits - like special hotel rates for you and your loved ones
at our hotels worldwide.

Plus, you’ll have access to local perks and rewards tailored to your country,
making your experience even more rewarding! Enjoy benefits such as - up to 53%
off your stay as a Team Member at over 1,500 Radisson Hotels worldwide
Guaranteed minimum of 30% off for your Friends & Family Exclusive Discounts
on Breakfast, Food & Beverage, Spa and more Join us in shaping the future
of hospitality! If you’re ready to bring your talent, energy, and passion,
we’d love to hear from you. Apply now and let’s make every moment matter.
We welcome applicants from all backgrounds, abilities, and experiences.

If you need any adjustments during the application process, please let us know.