Hospitality Application Support Specialist

Radisson Hotel Group; Madrid; Presencial; EUR 42.000 - 56.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hotel discounts

Global employee benefits

Descripción de la vacante

Radisson Hotel Group seeks an Application Support Specialist for its Hospitality IT Support team in Madrid. You will deliver first-level EMMA PMS assistance, manage incidents, perform on-demand configurations, and build strong hotel relationships to transform IT from transactional to trusted.

The role requires hospitality background, ITIL knowledge, and English fluency; occasional travel and collaboration with vendors are expected.

Formación

• Bachelor's degree in a related field or hotel operations background.
• ITIL Foundation or higher is highly desirable.
• SAP TMSforHotels knowledge is a plus.

Responsabilidades

• Provide first level support for EMMA PMS errors and requests.
• Act as EMMA ambassador and single point of contact for assigned hotels.
• Manage incidents and tickets in ServiceNow; escalate when needed.
• Perform on-demand configurations in the PMS system per hotel needs.
• Document new processes and troubleshooting guides for the team and end users.
• Collaborate with hotel staff and external partners to resolve issues.

Conocimientos

Hospitality experience

Front Office

M&E

Fluent English

French nice-to-have

Customer service

Team collaboration

Effective communication

Ownership of incidents

IT support mindset

Educación

Bachelor's Degree in International Hotel Management

ITIL Foundation or above

SAP Certifications

Herramientas

ServiceNow

Jira

EMMA PMS

Descripción del empleo

Descripción del trabajo

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 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 RHG’s and external vendors.

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 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, 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!

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 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.

We welcome applicants from all backgrounds, abilities, and experiences. If you need any adjustments during the application process, please let us know.