IT Support Manager - Quality, Hotel Relationship and Escalations (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 Quality, Hotel Relationship and Escalations Lead acts as a bridge between hotels and technical support services. In this crucial role, you ensure excellence in resolution, making sure that escalated issues are handled with precision, while promoting continuous improvement in support quality. You are also a trusted partner for hotels, fostering collaborative relationships and aligning solutions with their unique operational needs. As a key member of the Hotel Care  team, you play an essential role in transforming Level 1 support operations and improving hotel satisfaction across the organization.

Your missions: 

Key accountabilities:

• Escalation Management and Hotel Relations. Serve as the key contact for hotel escalations, ensuring timely resolutions. Build strong relationships with hotel teams and advocate for their operational needs
• Quality Control and Continuous Improvement. Monitor and evaluate Level 1 support quality, conducting regular ticket resolution audits to ensure adherence to performance standards. Monitor support quality through audits, drive issue resolution improvements, and train partners to maintain service excellence
• Proactive Problem Identification and Resolution. Identify emerging trends and recurring issues within the hotel portfolio, working proactively to prevent operational disruptions and improve overall service quality. Collaborate with internal and external teams to prevent disruptions and enhance service deliver
• Performance Measurement and Reporting. Develop metrics and reports to track service performance and escalation trends, using data insights to drive continuous optimization
• Stakeholder Management and Communication. Facilitate clear communication across hotels, support teams, and leadership, ensuring alignment on priorities and consistent service standards.

Key input goals:

• Implement  comprehensive quality control frameworks and processes
• Develop escalation management procedures and guidelines
• Create standardized reporting templates for service quality metrics
• Implement hotel relationship management strategies

Key output goals:

• Reduced escalation frequency and improved first-contact resolution rates
• Enhanced hotel satisfaction with support services
• Improved quality of Level 1 support through training and guidance
• Decreased recurring issues through proactive problem identification
• Strengthened relationships with hotel owners and managers

Key interactions:

• Internally: Level 1 Support Teams, Service Providers, Hotel Care Leadership, organizational Operational Teams, VP Operations & Accor Regional Leadership Teams
• Externally: Hotel Owners, Hotel General Managers, External Service Providers

Main complexity: 

• Balancing standardization with hotel-specific requirements
• Managing diverse stakeholder expectations across operations
• Navigating complex technical ecosystems and service provider relationships
• Driving quality improvements while maintaining operational stability
• Ensuring consistent service delivery across diverse hotel properties
• Management of AFA relationship (Applicable for FR)

And you? 

Typical background: 

• Degree in Information Technology, Hospitality Management, or related field
• 5+ years experience in technical account management or similar role
• Proven experience in escalation management and quality control
• Experience in hotel operations or hospitality technology
• Strong background in stakeholder management and relationship building
• Experience in training and guiding support teams

Competencies:

• Excellent communication and relationship management skills
• Strong analytical and problem-solving abilities
• Customer-centric mindset with focus on service excellence
• Ability to work effectively in cross-functional environments
• Fluency in English (required) and additional languages beneficial : French(FR), German (DE), Polish (PL), Espanol (ES)

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.  

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

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

4. 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.  

5. A personalized feedback.  

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