Business Analyst (Guest Experience Lead)

Join the Accor Group, an ecosystem of over 45 brands, 5,500 hotels, 10,000 restaurants, and lifestyle destinations.​ 

With us, your personality is valued, your opportunities for growth know no boundaries. Every action you take can have a positive and memorable impact on the experience of our customers, your colleagues, and also, on the planet, contributing to pioneering the art of responsible hospitality.​ 

Become a Heartist®, and let your heart guide you into a world where life pulses with passion. 

#WeAreHeartists 

To discover the life that awaits you at Accor, visit Accor Careers 

The Analytics team, part of the wider Europe & North Africa Revenue Management & Business Intelligence (RM & BI) team, aims to elevate SMDL (Sales, Marketing, Distribution, and Loyalty) efforts through enhanced data-driven insights, measurement, and advanced analytics.

This role provides SMDL colleagues with data, insights, and recommendations to enhance guest satisfaction across our hotel portfolio, grow our Loyalty program, and increase top-line revenue. The Analyst will primarily focus on Guest Experience but will also contribute to Loyalty and other SMDL areas.

MAIN COMPLEXITY/ CRITICAL ISSUES IN THE JOB:

• Needs in-depth knowledge of data ecosystem as well a good understanding of hotel operations and the ability to closely collaborate with different stakeholders (often acting as a bridge between technical and non-technical audiences) in a complex organisation.
• Deliver actionable insights to stakeholders and be able to tell a story with data.

MAIN ACCOUNTABILITY:

• Act as a trusted analytical partner for the Guest Experience and Loyalty teams, guiding stakeholders on which KPI's to use, how to interpret data and use self-BI tools.  Prepare ad-hoc reports for specific local needs not covered by existing dashboards. 
• Conduct in-depth analysis to better understand drivers of guest satisfaction, loyalty and top-line performance. Provide actionable insights and clear data-driven recommendation to drive our online reputation and the recruitment, retention and engagement of ALL members.
• Contribute to the preparation of annual targets and regular re-forecasting in close cooperation with the Loyalty & Guest Experience teams. Support the preparation of Performance reviews for internal senior decision-making and key external partners such as Accor Invest.
• Support stakeholders with ad hoc requests or analysis and take full ownership of the delivery of projects.  
• Liaise closely with central team or local engineering team to understand and investigate available data, drive improvement in data quality and ensure alignment in definition.
• Act as a data champion for Loyalty & Guest Experience for other BI team members and SMDL stakeholders.  

• Strong data analysis skills with high proficiency in Excel.
• Expertise with BI tools (e.g. Tableau). Knowledge of programming e.g. SQL an asset.
• Sound commercial acumen and stakeholder management skills.
• Excellent translator of data into insight.
• Great communicator with storytelling skills to engage the audience.
• Ability to lead, influence & motivate.
• Fluent verbal & written English required. French or German will be an asset.
• Hospitality industry analytical roles experience will be an added value.
• Minimum 2-5 years of relevant experience delivering insight and analysis.
• Advanced relationship management skills with a broad variety of stakeholders.

What's in there for you? 

• Unique opportunity to develop your career with worldwide Augmented Hospitality leaders. 

• Package of benefits and perks of working for Accor, including discounts for hotels worldwide, annual bonus based on your own performances, and much more! 

• Work in a multi-national team. 

• Hybrid way of working (3 days in the office + 2 days at home). 

• Talent development opportunities. 

• Corporate Social Responsibility activities. 

Are you ready to make a difference in the world of social media and hospitality? If you see yourself thriving in this role, apply today and become part of a dynamic and innovative team. 

#WeAreHeartists