Head of Guest Operations EU - 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: 

Accor operates multiple contact centers globally, delivering top-tier customer care and reservation experiences. Our multilingual teams support guests in over 18 languages, driving exceptional service and contributing significantly to Accor’s revenue. 

The Head of Guest Operations, Europe, is pivotal in shaping exceptional guest experiences by ensuring our external contact centers consistently embody Accor’s unwavering commitment to placing the Guest at the heart of everything we do. This role demands visionary leadership, strategic clarity, and operational excellence to build efficient, scalable guest operations that authentically deliver on our brand promise. 

Your missions: 

• Lead the deployment of a dynamic global operations strategy across Europe, driving alignment with business objectives and excellence in execution. 

• Oversee the performance of Contact Centers spanning 5+ locations, 8 languages, and 300+ team members, ensuring outstanding operational standards. 

• Continuously elevate service quality by tracking KPIs, optimizing processes, and enhancing training to consistently exceed hospitality expectations. 

• Cultivate strong partnerships with BPO vendors, ensuring alignment with strategic direction and strict adherence to SLAs. 

• Expertly manage complex guest escalations, transforming challenging interactions into opportunities for exceptional guest satisfaction. 

• Collaborate proactively with transversal teams (Tools, Training, Process, Customer Experience) to champion impactful, guest-centric initiatives. 

• Strengthen partnerships with hotels across European markets by delivering tailored operational support aligned to their distinct needs and goals. 

• Inspire, develop, and mentor a diverse team of 300+ professionals internally and externally, fostering a culture rooted in excellence, collaboration, and dedication to superior guest experiences. 

And you?

• Bac +4/5 in business/operations management  

• 8+ years of experience in operations management, vendor management, or client relations within a contact center environment. 

• Proven experience in managing large scale operations  

• Strong analytical skills and a data-driven mindset to assess performance and drive improvements. 

• Familiarity with contact center technologies, KPIs, and best practices in customer service. 

• Exceptional leadership and people management skills, with the ability of inspiring and motivating teams  

• You are hands-on, and love getting into the heart of the matter  

• Fluency in English and French (mandatory). Other main European languages such as German, Spanish, Italian, or Dutch are a plus. 

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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