Hospitality Loyalty Application Support Specialist- Madrid based

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.
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 loyalty  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

Function: Information Technology
Experience Level: Not Applicable