IT Hotel Support Coordinator (F,M,X) at Accor
Company
Accor Tech & Digital is the power engine of Accor technology, digital business and transformation. Our 5,000 talents are committed to deliver the best tech and digital experiences to our guests, hotels and staff across 110 countries and to shape the future of hospitality.
Job Description
The Quality, Hotel Relationship and Escalations Lead acts as a bridge between hotels and technical support services. In this role, you ensure excellence in resolution, promote continuous improvement in support quality, and serve as a trusted partner for hotels to align solutions with operational needs. As a key member of the Hotel Care team, you contribute to transforming Level 1 support operations and improving hotel satisfaction.
Your Missions
* Escalation Management and Hotel Relations: Serve as the key contact for hotel escalations, ensuring timely resolutions. Build strong relationships with hotel teams and advocate for their operational needs.
* Quality Control and Continuous Improvement: Monitor Level 1 support quality, conduct ticket resolution audits, drive improvements, and train partners to maintain service excellence.
* Proactive Problem Identification and Resolution: Identify trends and recurring issues, work to prevent disruptions, and collaborate with internal and external teams to enhance service delivery.
* Performance Measurement and Reporting: Develop metrics and reports to track service performance and escalation trends; use data to drive optimization.
* Stakeholder Management and Communication: Facilitate clear communication across hotels, support teams, and leadership to ensure alignment on priorities and standards.
Key Input Goals
* Implement comprehensive quality control frameworks and processes
* Develop escalation management procedures and guidelines
* Create standardized reporting templates for service quality metrics
* Implement hotel relationship management strategies
Key Output Goals
* Reduced escalation frequency and improved first-contact resolution
* Enhanced hotel satisfaction with support services
* Improved quality of Level 1 support through training and guidance
* Decreased recurring issues through proactive problem identification
* Strengthened relationships with hotel owners and managers
Key Interactions
* Internally: Level 1 Support Teams, Service Providers, Hotel Care Leadership, organizational Operational Teams, VP Operations & Accor Regional Leadership Teams
* Externally: Hotel Owners, Hotel General Managers, External Service Providers
Main Complexity
* Balancing standardization with hotel-specific requirements
* Managing diverse stakeholder expectations across operations
* Navigating complex technical ecosystems and service provider relationships
* Driving quality improvements while maintaining operational stability
* Ensuring consistent service delivery across diverse hotel properties
* Management of AFA relationship (Applicable for FR)
Qualifications
* Degree in Information Technology, Hospitality Management, or related field
* 5+ years experience in technical account management or a similar role
* Proven experience in escalation management and quality control
* Experience in hotel operations or hospitality technology
* Strong background in stakeholder management and relationship building
* Experience in training and guiding support teams
Competencies
* 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) and additional languages beneficial: French, German, Polish, Spanish
Location and Work Arrangement
This role is based in London and requires a minimum of 3 days per week in the office (hybrid policy).
Additional Information
* Accor fosters continuous improvement and environmental responsibility across projects
* Remote work options and flexible work arrangements; multilingual, multicultural English-speaking environment
* Training, career paths, and certification opportunities via Digitech Academy
* Employee benefits and programs: Heartist, Heartist for Good, CSE, Sustainable Mobility, meal vouchers, health insurance, and more
Application and Selection
* Meetings with recruitment team and team manager
* Possible assessments, use case and motivation questionnaire
* Final interview with Human Resources
* Personalized feedback after the process
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Hospitality
Is this mission appealing to you? Apply, and we will offer you a meeting with our recruitment team to present essential aspects of the position and guide you toward the right role. Some roles may require an assessment. A final interview with HR covers culture, work environment, training, and career prospects, followed by personalized feedback.
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