Revenue Success & Onboarding Lead, Revenue Excellence

At Accor, we place people at the heart of what we do, creating emotion for our guests, positive impact and nurturing passion for service and achievement beyond limits.
Our playground is more than 45 brands from luxury to economy with 5,500 hotels, 10,000+ restaurants serving 100 million customers.

Description

The Revenue Success & Onboarding Lead, RMS will leverage technical expertise within a hospitality company renowned for its award-winning culture.

As a member of the Onboarding & Success team, reporting to the Team Leader of Revenue Excellence Center, you will play a pivotal role in supporting the global revenue management ambition to provide Revenue Management Systems, and Revenue Management Expertise to our 5500+ hotels worldwide.

These projects encompass onboarding of new hotels on Revenue Management Systems, ticketing management and efficiency optimization, steady-state support initiatives, business process and procedure updates, and the deployment of new capabilities within the Global Revenue Management Systems to hotels worldwide – with strong emphasis on revenue management knowledge and business practice.

The person will facilitate cross-functional team collaborations as well as to support hubs in the definition and implementation of their roll-out strategy.

What you will be doing:

Two core missions :

• 1. Onboarding of new hotels on revenue management tools
  • Onboard : Facilitate the onboarding of new hotels with their chosen solution or with a new functionality.
  • RMS Expertise : Assist hotel on the distribution set-up and RMS set-up for successful go live. Providing knowledge and experience with RM Solutions including configuration, functionality and troubleshooting in support of:
    • Complex deployment plans.
    • Optimal configuration and usage of the RM solutions.
    • Escalation, arbitration, problem resolution & guidance.
    • Engagement of the user with the tool
    • Maintaining high hotel satisfaction results.
  • Project management :
    • Detailing initial project plan and answering any queries from hotels & users related to initial implementation.
    • Proactive problem diagnosis, troubleshooting, and resolution.
       
  • Technical support : Ensuring new onboarded hotels have the necessary technical assistance to set up their software.
  • Change Management : Partnering with hubs to support change management required, identify opportunity & risks for the projects, manage communications, and overall hotel & user satisfaction.
  • Communication :
    • Have a clear and client focused communication style capable of expressing complex ideas succinctly, to all levels of understanding
    • Consistent communication of project status to hotels and internal stakeholders
       
• 2. Success & Support of Revenue Management Systems for hotels and regions :
  • Ticketing Management: Expertly manage the customer service queue, providing accurate guidance in response to tickets logged by RMS users and regional colleagues.
  • Escalation Expertise: Proactively identify tickets requiring immediate escalation and ensure timely resolution in adherence to our team's service level agreements at Accor.
  • Team Collaboration: Actively participate in the team queue, sharing knowledge and seeking assistance with challenging tickets.
  • Second-Level Support: Serve as the second level of support for Revenue Management Systems and related business processes, addressing questions on System Functionality, Data Configuration, Conceptual/Analytical Questions, Forecast and Decision Questions, Business Processes, Forecast Validation, and Revenue Management Systems Workflows.
  • Data Analysis: Conduct ad hoc reports, audits, and analysis as needed, covering topics such as System Usage, Escalated Support Calls, Data Integrity, and System Performance.
  • Continuous Learning: Stay updated on new capabilities launched within Revenue Management systems.
  • Customized Approach: Learn and adapt to implementation and support processes, tailoring your approach to achieve goals specific to distinct brands and regions.
  • Solid Understanding: Maintain a strong grasp of Accor’s Revenue Management business processes, encompassing various brands and current systems, including IDeaS G3, Lite, OTAI, BI tools, S&C Tools, PMS & CRS

Key interactions :

• Internal: Hotels, RM, Accor Tech, Digital Factory, Regional Team
• External: 3rd party vendors

Your experience and skills include:

• 4 years of Revenue Management experience, or 2+ years hospitality technology experiences a minimum, with a strong revenue management knowledge.
• Fluent English & French skills. Third language as a plus (Spanish, Portuguese …)
• Technology savvy with understanding of BI tools/processes
• Working knowledge of PMS (property management systems), CRS (central reservation systems), Channel Management, and other hotel systems and onward distribution.
• Knowledge of Accor RMS is a plus
• Project management and analytical skills required
• Self motivated; works well independently, ability to autonomously work in high-pressure situations
• Excellent verbal and written communication skills.
• Teamwork – a must!
• Good organizational and time management skills.
• Passionate about helping leading hotels to capitalize on revenue management opportunities

Primary Location : Issy Les Moulineaux

Job Type : Permanent

Job Level : Management

Schedule : Full-time