Application Support Specialist

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 with a personalized IT concierge service for any issues related to our Property Management System (PMS). Our PMS system is used by over 400 hotels worldwide for their daily operations. Your role will involve providing first-hand support for application errors and support requests from hotel users. You will be responsible for resolving simple training issues, making configuration changes to the PMS system, and raising tickets in our support tool ServiceNow when issues require escalation to a more technical support team.

You will be the single point of contact for a small group of hotels, managing your own portfolio. This role requires building strong, trusting relationships with hotel users to transform their relationship with IT from transactional to deeply trusting, benefiting both hotel employees and customers.

We offer an agile, professional, efficient, and process-oriented support function to the Radisson community, including guest-facing staff and back-office teams across areas such as Front Office, Meetings & Events, Point of Sale, and Loyalty. All activities are based on industry-standard best practices (ITIL) and involve constant contact with end users (hotel staff) and technical support teams, both internal and external vendors.

The primary purposes of the Application Support Specialist role are :

• Gain deep technical knowledge of RHG’s central PMS application, based on SAP TMSForHotels product, named EMMA, reflecting RHG’s motto : Every Moment Matters.
• Understand RHG’s business processes and organizational structure to provide relevant and valuable support.
• Provide first-level support for application errors in EMMA based on available knowledge materials and team expertise.
• Act as an EMMA ambassador and single point of contact for hotels requiring technical support.
• Interact with third-party suppliers and support teams to resolve incidents, acting on behalf of end users to ensure resolution.
• Perform configuration changes in the PMS application as requested by hotels.
• Document new processes and troubleshooting guides for team and end-user benefit.

What we offer :

You will join an international and dynamic team working for one of the top hotel chains globally. Surrounded by highly skilled professionals with hospitality and IT backgrounds, this position offers comprehensive experience in hotel operations with a focus on technology services shaping the future of hospitality.

The role offers a competitive salary package, a good work-life balance for the hospitality industry standards, and attractive company benefits.

Key roles and responsibilities include :

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