IT Support Manager Quality, Hotel Relationship and Escalations (mfd)
IT Support Manager Quality, Hotel Relationship and Escalations (mfd)
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Job Description
As IT Support Manager for Accor Hotel Care in Europe North Africa you will play a central role in ensuring quality service seamless hotel relations and effective management of escalations across our region. Acting as the bridge between our support teams and hotels you will oversee service performance foster strong stakeholder relationships and drive continuous improvement initiatives to elevate hotel satisfaction.
What will you do
Serve as the key contact for hotel escalations ensuring timely resolutions while building strong relationships with hotel teams.
Monitor and evaluate Level 1 support quality through audits driving improvements and providing training to maintain service excellence.
Identify emerging trends and recurring issues proactively implementing solutions to prevent disruptions.
Develop metrics and reports to track service performance using insights to optimize support quality.
Facilitate clear communication between hotels support teams and leadership ensuring aligned priorities and service standards.
Qualifications :
Our ideal profile would be:
Degree in Information Technology Hospitality Management or related field.
5 years of experience in technical account management or a similar role.
Proven expertise in escalation management and quality control.
Experience in hotel operations and/or hospitality technology.
Strong background in stakeholder management relationship building and team training.
Excellent communication analytical and problem-solving skills with a customer-centric mindset.
Ability to work effectively across functions in an international environment.
Fluency in English and German required; additional languages (French Polish Spanish) are a plus.
Additional Information :
Whats in there for you
- Unique opportunity to develop your career with worldwide Augmented Hospitality leaders
- Package of benefits and perks of working for Accor including discounts for hotels worldwide and much more!
- Work in a multi-national team
- Hybrid way of working
- Talent development opportunities
- Access to a comprehensive training catalogue within our Accor Academy
- Option to further develop and grow in- and outside of the region or globally
- Various ESG activities & initiatives
If this sounds like you wed love to hear from you. Apply now and become part of a team where passion and purpose meet.
#WeAreHeartists
#HospitalityIsAWorkOfHeart
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
