Customer Technology Solutions Manager Luxury & Lifestyle

Accor Tech & Digital is the innovation and technological transformation lab of the world leader in hospitality. Teams, known as Heartists®, combine hospitality with tech and digital to provide personalized, memorable, and sustainable experiences across 5,500 hotels and 110 countries. The role covers strategic orientation of hotel technology projects, global animation and governance of hotel relationships, escalation management, and innovation within the Luxury & Lifestyle (L&L) division.

Responsibilities

Implement the strategy aligned with each brand / region; Define and manage projects roadmap & rollout for hotels within scope; Follow up projects, rollouts, and openings for hotels within scope; Manage relationships with hotel owners and GMs; Represent Accor and negotiate with partners to reach a homogenous Tech and Guest technology environment; Conduct regular on-site hotel visits and build strong relationships with owners & GMs; Manage local suppliers and SLAs with the Vendor Management Office; Deploy and design new installations and solutions by managing local vendors; Deliver a Sales and Delivery plan for the hotel portfolio in alignment with global roadmap & local needs; Deliver regular service reports for partners to measure quality of services; Engage with Operations to manage the portfolio and align service expectations; Empower deployment of brand standard solutions; Work with regional teams and Tribe organization to deliver the full scope of service to hotels; Challenge SLA execution by other BD&T BUs and be accountable for the end-to-end service; Represent the L&L division externally at communities, events and professional meetings; Visit hotels, conduct Tech performance audits, audit Tech installations, report gaps and determine remediation plans; Participate, implement and support PMO project responsibilities and hotel integrations; Act as escalation point for GMs, VPOs & hotel owners; Track quality & performance KPIs covering projects, openings & support; Source new solutions and ideas and raise tech & innovation visibility externally; Define brand tech standards and specifications

Requirements

Bachelor or Master in 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; Financial and Analytical skills; Highly proficient in written and verbal English and French; International culture, travel availability

Nice to have

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