Senior Manager, Hotel IT Service Excellence, Americas

ABOUT THE ROLE

Escalation & Relationship Management

Serve as the primary regional escalation contact for all Luxury &Lifestyle hotel support matters ensuring swift and effective resolution. Cultivate and sustain trusted partnerships with hotel owners General Managers and regional leadership teams. Represent and champion hotel-specific operational needs ensuring alignment with global service standards and strategic priorities.

Quality Assurance and Service Excellence.

Design and implement regional quality control frameworks for Level 1support. Lead regular audits and performance reviews to ensure service excellence. Partner with service providers to elevate support capabilities and responsiveness.

Proactive Problem Management and Trend Analysis.

Identify systemic challenges and recurring issues across the Luxury & Lifestyle hotel portfolio ensuring they are addressed before impacting operations. Lead cross-functional initiatives to resolve persistent problems and enhance service delivery. Monitor support trends to inform strategic improvements and foster a culture of continuous enhancement and operational resilience.

Performance Measurement and Reporting.

Oversee regional dashboards and KPIs for support performance. Provide actionable insights to senior leadership and hotel stakeholders. Use data to drive strategic decisions and optimize support operations.
Stakeholder Management and Communication. Facilitate clear communication across hotels support teams and leadership ensuring alignment on priorities and consistent service standards.

Key input goals
Regional escalation framework and resolution protocols
Quality audit program and training roadmap
Monthly and quarterly performance reports with actionable insights
Hotel satisfaction improvement plan
Strategic relationship management framework

Key output goals
Reduction in escalation volume and resolution time
Improvement in first-contact resolution rates
Increase in hotel satisfaction scores
Decrease in recurring technical issues
Strengthened stakeholder engagement and trust

Qualifications :

Company Description

Join the world of luxury hospitality at Accor as our new Learning & Development Coordinator! We are seeking an energetic passionate and highly organized individual to take on an essential administrative role in supporting our global talent development initiatives.  

This role offers an exciting opportunity to be at the center of organizational learning and development supporting a wide range of initiatives that drive employee growth and company success.

Additional Information :

Bachelors Degree in IT Hospitality Management or related field
8 years experience in technical account management or similar role
Proven experience in escalation management and quality assurance
Experience working in luxury hotel brands and high-touch service environments
Strong background in stakeholder management and relationship building
Experience in training and guiding support teams

Experience in training and guiding support teams

Excellent communication and relationship management skills

Strong analytical and problem-solving abilities

Customer-centric mindset with focus on service excellence

Ability to work effectively in cross-functional environments

Fluency in English (required) Espanol ( ES) preferred and additional languages beneficial is French(FR)

Open to candidates in Toronto and Mexico City

Remote Work :

No

Employment Type :

Full-time