Hospitality Application Support Specialist – French (Bilingual / Fluent)

Radisson Hotel Group, Madrid Office; Madrid; Presencial; EUR 40.000 - 50.000; Jornada completa

Descripción de la vacante

A leading international hotel chain is seeking an IT Support professional for its Madrid office. The role involves bridging hotel teams with tech solutions, providing first-hand support for application issues, managing support tickets, and building strong relationships. Ideal candidates will have a background in hospitality, excellent communication skills, and a bachelor's degree in a relevant field. This position offers a competitive salary, work-life balance, and the opportunity to collaborate with a dynamic team.

Servicios

Competitive salary

Work-life balance

Company benefits

Formación

• Fluent in English and French, Turkish is a plus.
• Bachelor's degree in Hospitality or a related field is required.
• ITIL certification at Foundation level or above is highly desirable.

Responsabilidades

• Provide first-level support for application errors in EMMA.
• Document processes and troubleshoots for team and end users.
• Act as a point of contact for hotels needing technical support.

Conocimientos

Customer service passion

Interpersonal skills

Technical problem-solving

Team collaboration

Educación

Bachelor's Degree in International Hotel Management

Herramientas

ServiceNow

Jira

Descripción del empleo

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 F&B, this may be for you.

The Hospitality IT Support team 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 a 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.

Role purpose:

• 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.
• 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.

Job requirements and qualifications:

Location:

Madrid, Spain

Language skills:

• English (native / high) is a must, as well as French (native / high) is a must. Turkish is a plus.

Education:

Bachelor's Degree in International Hotel Management, Hospitality Management or related field

Certifications:

• 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.

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 centre, helpdesk
• Experience using IT Support tools such as ServiceNow, 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!

APPLY NOW to power up IT in hospitality!