Customer Technology Solutions Manager Luxury & Lifestyle

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 ! 

Job Description

Strategic orientation​

• Accountable to implement the strategy aligned with each brands / regions​

• Definition and management of projects roadmap & rollout for hotels within his / her scope​

• Follow-up of projects, rollouts, and openings for hotels within his / her scope​

Global animation / Governance / Activities​

• Relationship Management with hotel owners and GMs​

• Represent Accor and negotiate with partners to reach a homogenous Tech and Guest technology environment​

• In charge of hotel animation by regular on-site visit and building strong relationship with owners & GMs​

• Responsible & working closely with Vender Management Office for quality of the service by managing local suppliers and SLAs​

• Deploy and Design new installations and solutions deployment by managing local vendors​

• Deliver a Sales and Delivery plan for his portfolio of hotels in alignment with global roadmap & local needs​

• Deliver on a regular basis the service report for partners to measure quality of services related to the fees paid for our services​

• Engage with our Operations to manage the portfolio and aligned expectations of services​

• Empower the deployment of brand standard solutions and ensure the practices are understood and adhered​

• Works closely with regional teams sitting in Power Brand (Tech rollout, Accor apps) through Tribe organization to deliver the full scope of service to our hotels.​

• Challenge the SLA execution delivered by other BU within BD&T. Working closely with CARE, Tech Rollout teams to deliver the services to hotels. Is accountable of the end-2-end service​

• Representing our L&L division externally by participating in communities, events and any other professional meeting linked to digital & technology​

• Visit hotels, conduct Tech performance audits, audit Tech installations, report gaps in environment or guidelines and determine remediation plans as needed​

• Full participation, implementation and support in PMO project responsibilities and hotel integrations as required​

Escalation point of contact.​

• Escalation point for GM, VPO & hotel owners including for other services provided by other BD&T BU such as Care.​

• Responsible to track quality & performance KPI covering projects, openings & support​

• Source new solutions and ideas as well as raise our tech & innovation visibility externally.​

Innovation ​

• Brand tech standards and specifications

Qualifications

• Bachelor or Master computer sciences or Hospitality Management​

• 5+ years experience in Tech – Support Management or Service Delivery Management​

• Experience in tourism or hospitality industry​

• In-depth expertise on project management and customer relations​

• Strong communication & negotiation skills, organizational & project management skills​

• Ideally in-depth knowledge of hotel IT environment: infrastructure, cloud, windows etc​

• Financial and Analytical skills​

• Highly proficient in written and verbal English and French

• International culture, travel availability