Application Support Specialist

Radisson Hotel Group, Madrid Office; Madrid; Presencial; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

Join a dynamic team within the hospitality IT support area of a leading hotel group. This role focuses on providing exceptional IT concierge services to hotels, ensuring smooth operations of the Property Management System (PMS). You'll be the key point of contact for hotel staff, resolving application errors and enhancing their relationship with IT. With a competitive salary and attractive benefits, this position offers a unique opportunity to blend hospitality and technology, making a real impact in the industry. If you're passionate about customer service and technology, this is the perfect role for you.

Servicios

Competitive salary package

Good work-life balance

Attractive company benefits

Formación

• Strong expertise in hospitality and IT support.
• Experience with SAP TMSforHotels and ITIL practices.

Responsabilidades

• Deliver high-quality IT support to hotels using the PMS system.
• Act as a liaison between hotel staff and technical support teams.

Conocimientos

English (native/high level)

Hospitality experience

Helpdesk experience

Interpersonal communication

Customer service

Problem-solving

Educación

Bachelor's Degree in International Hotel Management

ITIL Foundation certification

SAP certifications

Herramientas

ServiceNow

Jira

Descripción del empleo

We’re looking for tech-savvy, hospitality-focused individuals to join a new team within our Hospitality IT Support area.

The Hospitality IT Support team will provide hotels with a personalized IT concierge service for any issues related to our Property Management System (PMS). Our PMS system is used by over 400 hotels worldwide for their daily operations. Your role will involve providing first-hand support for application errors and support requests from hotel users. You will be responsible for resolving simple training issues, making configuration changes to the PMS system, and raising tickets in our support tool ServiceNow when issues require escalation to a more technical support team.

You will be the single point of contact for a small group of hotels, managing your own portfolio. This role requires building strong, trusting relationships with hotel users to transform their relationship with IT from transactional to deeply trusting, benefiting both hotel employees and customers.

We offer an agile, professional, efficient, and process-oriented support function to the Radisson community, including guest-facing staff and back-office teams across areas such as Front Office, Meetings & Events, Point of Sale, and Loyalty. All activities are based on industry-standard best practices (ITIL) and involve constant contact with end users (hotel staff) and technical support teams, both internal and external vendors.

The primary purposes of the Application Support Specialist role are:

1. Gain deep technical knowledge of RHG’s central PMS application, based on SAP TMSForHotels product, named EMMA, reflecting RHG’s motto: Every Moment Matters.
2. Understand RHG’s business processes and organizational structure to provide relevant and valuable support.
3. Provide first-level support for application errors in EMMA based on available knowledge materials and team expertise.
4. Act as an EMMA ambassador and single point of contact for hotels requiring technical support.
5. Interact with third-party suppliers and support teams to resolve incidents, acting on behalf of end users to ensure resolution.
6. Perform configuration changes in the PMS application as requested by hotels.
7. Document new processes and troubleshooting guides for team and end-user benefit.

What we offer:

You will join an international and dynamic team working for one of the top hotel chains globally. Surrounded by highly skilled professionals with hospitality and IT backgrounds, this position offers comprehensive experience in hotel operations with a focus on technology services shaping the future of hospitality.

The role offers a competitive salary package, a good work-life balance for the hospitality industry standards, and attractive company benefits.

Key roles and responsibilities include:

1. Service Operations and Delivery: Responsible for delivering high-quality services to the RHG community.
2. Stakeholder Management: Act as a point of contact and escalation for requests, configurations, and incidents.
3. Party Intermediator: Engage with partners to ensure prompt incident resolution.
4. People Management: Establish proper relations with stakeholders and external partners.
5. General: Promote collaboration and team spirit, interacting confidently with senior hotel staff such as Heads of Department and General Managers.

Job requirements and qualifications:

• Location: Madrid, Spain
• English (native/high level) is mandatory
• Hospitality experience (Front Desk, Meetings & Events, Night Audit) is highly desirable
• Experience with SAP TMSforHotels and other SAP modules (FI, etc.) is preferred
• Helpdesk experience (call center, helpdesk)
• Proficiency with IT support tools such as ServiceNow, Jira
• Up to 20% travel, mainly within Europe but occasionally international
• Ownership: Managing end-to-end incident support, acting on behalf of users
• Excellent interpersonal, verbal, and written communication skills
• Passion for customer service, efficiency, effectiveness, and quality
• Team player, willing to assist others and share expertise
• Structured, able to follow and help define procedures and documentation

Education:

• Bachelor's Degree in International Hotel Management, Hospitality Management, or a related field
• ITIL Foundation certification or higher is highly desirable
• SAP certifications are highly desirable