Tech Operations Manager

About Orient-Express

Artisan of Travel since 1883 Orient Express is a legendary brand, steeped in history and loved by past, present and future generations. Representing the pinnacle of ultra-luxury hospitality within Accor Group, this brand is currently going through exciting phases of rebirth and expansion.  

Orient Express embodies the refined nomadic spirit of travel, inviting each traveler to a place where the journey is the destination. Bringing awe-inspiring travel experiences to a new generation of adventurers, its exceptional portfolio includes The Orient Express, with its original carriages reimagined as the new embassy of French luxury; Orient Express La Dolce Vita, a train embodying the 'Made in Italy' way; Orient Express Silenseas - the world’s largest sailing ship; and hotels coming to Rome and Venice.  

Progressively shaping the future of luxury hospitality, Orient Express is focusing on employee journey and growth. 

Within the Tech for Hotels Team at Orient Express, this position is pivotal in defining and implementing the brand's technological DNA and personalization strategies on a global scale, representing AccorTech within Orient Express. This role serves as the primary tech liaison for various teams, addressing a wide range of technology-related topics. The core mission involves effectively communicating and driving the tech roadmap to hotel owners, General Managers, and IT champion.

Reporting to the Tech for Hotels division, the role and responsabilities of the IT Operations Manager will be :

• Lead and drive the global tech strategy for Orient Express, encompassing hotels, trains, and yachts.
• Define and manage the tech roadmap, overseeing project execution and rollouts across all properties.
• Ensure seamless project follow-ups, rollouts, and new openings within your scope. Oversee all tech operations, including IT and digital initiatives, for the entire Orient Express portfolio.

Global animation / Governance

• Manage relationships with owners and General Managers to ensure alignment and satisfaction.
• Serve as the main point of contact for the Luxury & Lifestyle division within various regions. Lead regional teams by establishing governance, standards, and training programs. Collaborate closely with each Regional CTS to optimize performance.
• Oversee the execution of Service-Level Agreements (SLAs) delivered by other Business Units, focusing on regional and End-to-End support.
• Facilitate an advisory board with representatives from hotels, trains, and yachts to co-create innovations and standards.
• Represent Orient Express externally by engaging in communities, events, and professional meetings related to digital and technology.

Line Management

• Embody the primary escalation point for General Managers (hotels, trains, and yachts), Vice Presidents of Operations (VPO), and hotel owners when Luxe & Lifestyle teams in regions or the Global Shared Services (GSS) team are not meeting their targets.
• Monitor and track quality and performance across projects, new openings, and ongoing support.
• Foster strong relationships with owners and General Managers through regular on-site visits and engagement.
• Identify and source new solutions and ideas to enhance our tech and innovation initiatives, increasing visibility and recognition externally.

Innovation

• Ensure adherence to brand tech standards and specifications across all facilities.
• Identify and integrate innovative solutions, focusing on RPA, guest tech, and staff tech, into our hotels, trains, and yachts.
• Co-design tech standards and take responsibility for Tech Flagship initiatives, including defining standards, creating how-to guides, and developing marketing campaigns to promote these flagships to other properties.

Background

• Over 5 years of experience in IT, preferably within the tourism and hospitality industry.
• Extensive expertise in project management and customer relations.
• Strong financial management skills.
• International exposure and willingness to travel.
• Fluency in English, with proficiency in an additional language being highly desirable.

Competencies

• Ability to maintain a strategic overview while effectively addressing specific hotel needs and technical challenges.
• Excellent organizational, communication, and analytical skills.
• Ideally deep knowledge of IT environments specific to hotels, trains, or yachts, including infrastructure, cloud, and operating systems.
• Proven ability to build partnerships and foster trust with operations teams.
• Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint.