Hospitality Application Support Specialist- English

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 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 Front Office and M&E, this may be for you.
The primary purposes of the Application Support Specialist role are: Gain a deep technical knowledge in RHG's central PMS application, 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.
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 user's 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 and in French are a must (native/high).
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, 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...? Do you see yourself in an international team, helping people through technology? We'll give you the tools for you to own the mission
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 professiona