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 !

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

• 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