Customer Technology Solutions Manager Luxury & Lifestyle

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

Additional Information