Team Mission:
We're looking for tech-savvy, hospitality focused, individuals to join a new team within Radisson Hotel Gorup (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 on their daily operations. We do this by providing first hand support for application errors and configuration requests, with a focus on service quality and a time to resolution.
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 often require direct contact with end users (hotel teams) and technical support teams, both RHG's and external vendors.
Role purpose:
The primary purposes of the PMS Support Technician role are:
1. Gain a deep technical knowledge in RHG's central PMS application, based on SAP TMSFor Hotels product, named EMMA after RHG's moto: Every Moment Matters.
2. Understand RHG's business processes and organization structure to provide relevant and valuable support to the organization.
3. Provide fist level support for application errors in EMMA based on the available knowledge materials and individual/team knowledge.
4. When required, interact with 3rd party suppliers and other support teams to resolve incidents.
5. Perform on demand configurations in the PMS application requested by the hotels.
6. 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, ranked #3 Global Best Employer in Travel & Leisure by Forbes in 2023 and awarded every year with several sustainability and environmental impact mentions.
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:
- Madrid, Spain
Language skills:
- English (native/high)
Highly desirable experience
- Hospitality experience (Front Desk, M&E, Night Audit)
- International work experience
- SAP TMSfor Hotels
- 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
Travel needs
- Up to 20%, primarily European but could be international on occasion.
Soft skills:
- 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
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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