Customer Relations Manager

Job Description

We are the Commercial, Digital & Tech department of the Accor group, the innovation and transformation laboratory of the global leader in the hospitality industry; 

With our 700 Heartists, we bring together the best of hospitality and the best of tech & digital. 

Our ambition: to offer personalized, memorable, and sustainable experiences. 

Here, we give birth to new ways of traveling in each of our 5,500 hotels, closest to our 100 million customers in 110 countries. 

Here, we are at the heart of a fantastic playground for designing and creating digital products and services, for our customers and our hotel teams, generating maximum value for our company. 

Here, your scope will have no boundaries, so dare to impact on the world with us! 

Here is where your greatest challenge awaits you: 

• You will join the English Operations & Guest Executive team based at head office in Paris and integrate within the Guest Care Department. You will work daily with teams in Cape Town and Cairo, as well as with Accor representatives at head office and in various countries. 

• This involves handling and resolving the most sensitive and complex cases for Accor customers, who remain dissatisfied or contact members of the Executive Committee, concerning their booking process, their hotel stay, the ALL Accor loyalty programme or certain crisis situations.  

• Some cases require legal expertise or the involvement of Accor's various departments (Legal, Security, Technical, Operations, etc.) to effectively resolve these priority issues.  

Your mission: 

• Managing and analyzing urgent and escalated incoming customer requests and complaints, received by post and email, relating to their disappointing experience with the Accor group. 

• Contributing to the handling of cases in certain crisis situations. 

• Taking all necessary precautions to minimize legal and image risks for the Accor group. 

• Supporting operational staff in resolving sensitive issues. 

• Anticipating and implementing processes to manage certain situations effectively. 

• Contributing to the team's reference documents and sharing your knowledge, to increase collective skills. 

• Thinking outside of the box to provide the best possible experience to our guests. 

Qualifications

And you? 

• Degree in Hotel Management, Business School, Customer Relations or experience in the tourism industry 

• 3 to 5 years' experience in customer relations is required, ideally in the handling of sensitive files with a knowledge of the law 

• Knowledge of Salesforce, RESA web, Luke and/or the ALL loyalty program would be a plus. 

• Pack Office 

• Native English, with excellent communication skills is required (both written and spoken). French is a plus.  

• Rigorous and organized 

• Self-starter 

• Excellent interpersonal skills 

• Ability to work in a fast and reactive paced environment  

• Demonstrate strong team spirit, even remotely 

• Able to show empathy, good listener 

• Customer and legal oriented; able to remain calm in the face of dissatisfied customers while respecting the rules set by the company and the RGPD 

• Has a keen ability to analyze, summarize and to think outside of the box 

• Ability to anticipate a potentially sensitive situation 

• Know how to propose solutions; show common sense and proactivity