Hospitality Loyalty Application Support Specialist (Madrid)

About the role

Radisson Hotel Group is looking for a Hospitality Loyalty Application Support Specialist based in Madrid to join its International Global Hospitality IT Support team. The role bridges hotel teams and back-office technology solutions, supporting the availability, accuracy and performance of the reservation platform behind hotel distribution, loyalty programs and guest bookings. It contributes to the success of Radisson Rewards, the group's loyalty program.

Key responsibilities

• Provide first-level support for application errors and support requests from hotel users, using available knowledge materials and team knowledge.
• Solve training issues and make configuration changes to the system.
• Manage tickets in the support tool ServiceNow when an issue needs to be passed to a more technical team.
• Support and troubleshoot integrations between the CRS and 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, and coordinate with partners to fix interface failures or data mismatches.
• Perform on-demand configurations requested by hotels and document new processes and troubleshooting guides.
• Act as a point of escalation for requests for information, configuration and incidents, and liaise with hotel senior staff such as Heads of Department and General Managers.

Required profile

• Bachelor's degree in International Hotel Management, Hospitality Management or a related field.
• Full English proficiency is a must; French is a plus.
• A background in hotel operations such as Reservations, Loyalty programs or Customer Care is welcomed.
• Ability to build trusting relationships with hotel users and Loyalty teams.

Required skills

• Deep technical knowledge of the group's central loyalty program, based on SAP TMS for Hotels (EMMA).
• ITIL Foundation certification or above is highly desirable; SAP certifications are also highly desirable.

What we offer

• A competitive salary package with work-life balance suited to hospitality industry standards.
• Up to 53% off stays at Radisson hotels worldwide as a Team Member, plus discounts on breakfast, food and beverage, spa and more.
• Global and local perks, including special rates for friends and family.