Hotel Relations Supervisor, Escalation & Level 2 Quality - F/M/X

Accor Tech & Digital is the power engine of Accor technology, digital business and transformation. Our 5,000 talents are committed to deliver the best tech and digital experiences to our guests, hotels and staff across 110 countries and to shape the future of hospitality.  

Accor Tech & Digital, jobs in the tech field where intelligence is above all human!  

Accor Tech & Digital is the innovation and technological transformation lab of the world leader in hospitality. 

Our teams, known as Heartists®, bring together the best of hospitality with the best of tech and digital. Our ambition is to provide our customers with personalized, memorable, and sustainable experiences. 

Here, we create new ways to travel within each of our 5,500 hotels, connecting closely with our 100 million clients in 110 countries.  

Here, we are at the heart of an incredible playground for technological transition and the design of digital products and services for our customers and hotel teams. 

Here, your scope will know no boundaries; 

So join us and dare to make an impact on the world! 

Here is where your greatest challenge awaits you:  

The Europe North Africa (ENA) region is a key strategic area for the Group, encompassing diverse markets and complex operational challenges.

Ensuring the technical efficiency of our hotels is essential to delivering exceptional guest experiences. With over 600 applications in use—ranging from complex property management systems (PMS) to basic tools like Office 365—a robust support structure is critical.

As the Hotel Relations, Escalation & Level 2 Quality Manager for the ENA Region, you serve as a vital bridge between hotels and technical support services in your region. In this pivotal role, you are responsible for ensuring excellence in issue resolution, making sure escalated problems are addressed accurately while driving continuous improvement in support quality. You are also a trusted partner to hotels, fostering collaborative relationships and aligning solutions with their unique operational needs.

Reporting to the VP Regional Hotel Care ENA, you play a key role in transforming Level 1 support operations and improving hotel satisfaction across the region.

Your missions: 

Hotel Escalation & Relationship Management
– Effectively manage escalations, acting as the primary point of contact for complex issues raised by hotel teams across the region, ensuring timely and efficient resolution.
– Build and maintain strong relationships with hotel owners and managers, ensuring open communication and fostering trust to uphold high levels of satisfaction.
– Serve as an advocate for hotel needs, continuously engaging stakeholders to identify challenges and ensure their concerns are addressed promptly.

Quality Control & Continuous Improvement
– Monitor and assess the quality of Level 1 support by conducting regular ticket resolution audits to ensure performance standards are met.
– Leverage feedback from escalated issues to drive improvements, identifying recurring problems and working with service providers to enhance their performance and reduce escalation frequency.
– Train and guide support partners to ensure consistent, high-quality service delivery aligned with Accor’s standards of excellence.

Proactive Issue Identification & Regional Collaboration
– Identify emerging trends and recurring issues within the hotel portfolio, proactively working to prevent operational disruptions and enhance overall service quality.
– Collaborate closely with Accor regional stakeholders, including operations teams and external partners, to implement corrective actions and improve service offerings.
– Take a proactive approach to problem resolution, supporting the implementation of solutions that align with both regional needs and global service objectives.

And you? 

• Degree in Computer Science, with proven experience in a technical account management role.
• Demonstrated expertise in upskilling and leading support teams.
• Deep knowledge of hotel operations.
• Proven track record in escalation management, quality oversight, and stakeholder engagement.
• Strong understanding of hotel technical systems (PMS, POS, etc.).
• Fluent in French and English (mandatory).

Accor dares to impact:  

- the world   

• Accor is committed to the world around us, with a strong employer culture focused on the development of our 300,000 talents.  

• We adopt a continuous improvement approach to reduce the impact of digital on the environment across all our projects. 

- your career:   

• We enable all our employees to manage their work-life balance and offer them the means to shape their work environment according to their preferences.  

• Training and career paths are defined both individually and collectively, allowing us to grow together on a daily basis.  

- Specifically, at Accor Tech & Digital: 

• Remote work in France and flexible work options: work from home, our offices or even our hotels and coworking spaces. 

• Every Wednesday afternoon, dedicate your time to deep work and personal development. 

• Work in a multicultural and English-speaking environment. 

• Continuous improvement & training: Hackathons, exceptional technology partnerships, dedicated talent management, and a dedicated training platform, Digitech Academy & certifications. 

and also, 

• ALL - Heartist® Program: unforgettable stays and experiences at all Accor locations and partner venues worldwide.  

• Heartist® for Good Program: commit to supporting an association of your choice from those available on our volunteering platform (1 day offered per year by the Group during your working hours).  

• An Employee Social Committee (CSE) supporting the financing of your cultural and sports activities.  

• Sustainable Mobility Package up to €600 for the use of "green" transportation, or 75% coverage of Pass Navigo (public transportation pass).  

• €10 meal vouchers.  

• A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents.  

• Attractive working conditions with collaborative workspaces, restaurants, and recreational and sports areas. 

Your talent and motivation are our only selection criteria. 

We value the richness of the diverse nationalities, personalities, and professional backgrounds. 

We know how to adapt to the specific needs of our employees, including those with disabilities. 
We encourage all applications, regardless of gender, so go ahead and apply! 

Recruitment is all about people!    

Is this mission appealing to you? Apply, and we will offer you:  

1. A meeting with our recruitment team to present the essential aspects of the position to you or guide you towards the role that may suit you.  

1. An interview with the team manager responsible for the role you are interested in.   

1. For some roles, you might also be required to complete an assessment (use case and motivation questionnaire.  

1. A final interview with our Human Resources team to discuss our Group's culture, work environment, training program, career prospects, as well as various benefits offered by the Group.  

1. A personalized feedback.  

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