Team Mission: We're looking for tech-savvy, hospitality-focused individuals to join a new team within Radisson Hotel Group (RHG) IT Service Management area, based in Radisson's Center of Excellence in Madrid.
The First Level Support team's primary function is to support RHG's central Property Management Systems (PMS), used by more than 400 hotels worldwide in their daily operations. We do this by providing first-hand support for application errors and configuration requests, with a focus on service quality and time to resolution.
We offer an agile, professional, efficient, and process-oriented 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 often require direct 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 motto: Every Moment Matters.
Understand RHG's business processes and organization 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.
Interact with 3rd party suppliers and other support teams to resolve incidents when required.
Perform on-demand configurations in the PMS application requested by the hotels.
Document new processes and troubleshooting documents for both the team and end users' benefit.
What we offer:
You would be joining an international and dynamic team, working for one of the top hotel chains in the world, ranked #3 Global Best Employer in Travel & Leisure by Forbes in 2023 and awarded several sustainability and environmental impact mentions every year.
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-life 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.
Party Intermediator: Interact as needed with partners to ensure prompt resolution of incidents.
People Management: From stakeholders to external partners, 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: Madrid, Spain
Language skills: English (native/high)
Highly desirable experience:
Hospitality experience (Front Desk, M&E, Night Audit)
International work experience
SAP TMSforHotels
Experience with other 3rd party PMS products 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 ServiceNow, Jira
Travel needs: Up to 20%, primarily European but could be international on occasion.
Soft skills:
Excellent 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 define procedures and documentation
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
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