Application Support...

Team Mission :

We’re looking for tech-savvy, hospitality focused individuals to join a new team within our Hospitality IT Supportarea.

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 simple training issues and making configuration changes to the PMS system, as well as raising 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 small 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 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.
• 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 :

Language skills :

Highly desirable experience

Travel needs

Soft skills :

Education :

Compensation : To be discussed #J-18808-Ljbffr