Hospitality Loyalty Application Support Specialist

Radisson Hotel Group; Île-de-France; Sur place; EUR 40 000 - 55 000; Plein temps

Avantages offerts par ce poste

Up to 53% off stays for Team Members

30% off for Friends & Family

Exclusive Discounts on Breakfast, F&B,

Résumé du poste

Radisson Hotel Group is seeking an Application Support Specialist to join our Hospitality IT Support team in Madrid. You’ll provide first level support for the EMMA-based loyalty platform, resolve application issues, and coordinate with hotel teams and back-office IT to maintain data integrity and smooth operations.

You'll collaborate with ServiceNow and Jira, support integrations with CRS/PMS systems, and help drive customer-focused service excellence across our hotels.

Qualifications

• Fluent in English and French, both written and spoken.
• Hospitality industry experience and customer service mindset.
• ITIL knowledge and SAP/EMMA familiarity is desirable.
• Experience with IT support tools and hotel IT workflows.

Responsabilités

• Provide first level support for EMMA (SAP TMSforHotels) based issues.
• Resolve application errors and manage tickets in ServiceNow/Jira.
• Troubleshoot integrations between CRS, PMS, and third-party systems.
• Ensure data flow for rates, reservations, points, and confirmations.
• Document processes and assist hotels with configuration changes.

Connaissances

English fluency

French fluency

Communication skills

Customer service orientation

Formation

Bachelor's degree in Hospitality/related field

ITIL Foundation certification

SAP Certifications (desirable)

Outils

ServiceNow

Jira

Opera PMS

Shiji

SAP TMSForHotels (EMMA)

Description du poste

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.

Location:Madrid, Spain

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 Reservations, Loyalty programs or Customer care departments this may be for you.

The Hospitality IT Support team is responsible for ensuring the availability, accuracy, and optimal performance of the reservation platform that supports hotel distribution, loyalty program, and guest bookings. The role combines technical support, operational awareness, and close collaboration with business stakeholders.

Contribute to the continued success of Radisson Rewards, our loyalty program serving more than 27 million members worldwide. 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 system, as well as managing tickets in our support tool ServiceNow when an issue needs to be passed to a more technical support team. The successful candidate will be skilled in building strong and trusting relationships with our hotel users and Loyalty teams, so that we can transform the relationship they 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 CRS.

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:

The primary purposes of the Application Support Specialist role are:

• Gain a deep technical knowledge in RHG’s central Loyalty program, 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.
• Support and troubleshoot integrations between the CRS and related systems such as PMS, channel managers, booking engines, revenue management tools, and third-party distribution channels.
• Ensure correct data flow for rates, reservations, redemptions, points balance, Radisson Rewards accounts and confirmations.
• Coordinate with internal teams and external partners to resolve interface failures or data mismatches
• Perform on demand configurations in the system 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.

Language skills:

• Full English Proficiency is a must.
• French proficiency is a must.

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 (Revenue Management, Loyalty, Customer Care)
• 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!

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.