Job Description
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 Groupâs 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 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, youâll be the bridge between hotel teams
and backoffice tech solutions. Team Mission: Weâre 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 Front
Office and M&E, this may be for you.
The Hospitality IT Support team (Application Support Specialist) will provide
hotels a personalized IT concierge service for any issues they may have about
our Property Management System (PMS). Our PMS system is used by more than 400
hotels worldwide for their daily operations. 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 PMS system, as well as managing tickets in our support tool
ServiceNow when an issue needs to be passed to a more technical support team.
You will be the single point of contact for specific group of hotels that
you will own as your own personal portfolio.
In this way, the successful candidate will be skilled in building strong
and trusting relationships with our hotel users, so that we can transform
the relationship our hotels 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 Loyalty. 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 RHGâs and external vendors. The primary
purposes of the Application Support Specialist role are: Gain a deep technical
knowledge in RHGâs central PMS application, based on SAP TMSForHotels product,
named EMMA after RHGâs 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. Acting as
an EMMA ambassador and single point of contact for the hotels requiring
technical support with the application. Interact with 3rd party suppliers
and other support teams to resolve incidents, acting on behalf of the end user
to guarantee a resolution is achieved. Perform on demand configurations in
the PMS application requested by the hotels. Document new processes
and troubleshooting documents for both the team and end userâs benefit.
Key roles and responsibilities: Service Operations and Delivery: Responsible
for delivering high quality services to the RHG community. Stakeholder
Management: Operate as a point of interaction/escalation for Requests
for Information, Configuration and Incidents. 3rd Party Intermediator: Interact
as needed with partners to ensure prompt resolution of incidents. People
Management: From stakeholders to external partners, we ensure that proper
relations are established across the board. General: Ensure a high degree
of collaboration and good team spirit is achieved across all parties. Must
be able to interact with confidence with hotel senior staff, like Heads
of Department and General Managers.
What we offer: You would be joining an international and dynamic team, working
for one of the top Hotel chains in the world. Surrounded by highly skilled
professionals with both Hospitality and IT backgrounds, the position offers
end-to-end experience in hotel Operations with a strong focus on technology
services for hospitality, the area leading the biggest changes and improvements
in the hotel business. The position offers a competitive salary package,
with great work-like balance for the hospitality industry standards and company
benefits. Qualifications Location: Madrid, Spain. Language skills: Fluency
in English is a must (native/high); French is a nice to have.
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 (Front Desk, M&E, Night
Audit). International work experience. SAP TMSforHotels. Experience with other
3rd party PMS product like Opera, Shiji. Background in other SAP functional
modules (FI, CO, MMâ¦).
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? Weâll
give you the tools for you to own the mission! APPLY NOW to power up IT
in hospitality!
The description of functions is merely indicative and not exhaustive.
Accordingly, the employee shall perform any other duties inherent to the labour
position and their professional group, in accordance with the company's
directives. 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
developmentâhelping you reach your full potential. Experience the Team Spirit
- Join a workplace thatâs 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 differenceâin hospitality, your community and beyond. Enjoy Global & Local
Perks - No matter where youâre located, youâll enjoy exclusive global
benefits - like special hotel rates for you and your loved ones at our hotels
worldwide. Plus, youâll 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 youâre ready to bring your talent,
energy, and passion, weâd love to hear from you. Apply now and letâs 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.
