Hospitality Application Support Specialist – French (Bilingual/Fluent)

Radisson

  • Madrid
  • Permanente
  • Tiempo completo
  • Hace 2 meses
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.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 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: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.
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.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.Job requirements and qualifications:Location: preference but not limited to Madrid (Spain)Language skills: English (native/high) is a must as well as French (native/high) is a mustEducation:Bachelor's Degree in International Hotel Management, Hospitality Management or related fieldA recognized ITIL certification at Foundation level or above is highly desirableSAP Certifications are highly desirableTravel needsUp to 20%, primarily European but could be international on occasion.Highly desirable experienceHospitality experience (Front Desk, M&E, Night Audit)International work experienceSAP TMSforHotelsExperience with other 3rd party PMS product like Opera, ShijiBackground in other SAP functional modules (FI, CO, MM…)Experience in Helpdesk functions such as call center, helpdeskExperience using IT Support tools such as Service now, JiraSoft skills:Ownership: Following the end-to-end support for all incidents, acting on behalf of the users.Excellent good interpersonal, verbal, and written communication skillsPassion for customer service, efficiency, effectiveness, and qualityGood team player, willingness to assist others and share expertiseStructured, able to follow but also help defining procedures and documentationDo 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!

Radisson