Senior Manager, Hotel IT Service Excellence, Americas

Accor Hotels; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

A global hospitality leader is seeking an experienced professional for a key role in technical account management. This position involves major responsibilities in escalation management and quality assurance across Luxury & Lifestyle hotels. The ideal candidate will have over 8 years of relevant experience, a strong background in stakeholder management, and exceptional communication skills. Fluency in English is required, with Spanish and French preferred. This role is based in Toronto and offers ample opportunities for growth and impact.

Qualifications

• 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.

Responsibilities

• Serve as the primary regional escalation contact for all Luxury & Lifestyle hotel support matters.
• Design and implement regional quality control frameworks for Level 1 support.
• Identify systemic challenges and recurring issues across the Luxury & Lifestyle hotel portfolio.
• Oversee regional dashboards and KPIs for support performance.
• Facilitate clear communication across hotels, support teams, and leadership.

Skills

Escalation management

Quality assurance

Stakeholder management

Analytical skills

Problem-solving abilities

Customer-centric mindset

Communication skills

Education

Bachelor’s Degree in IT, Hospitality Management, or related field

Job description

Company Description

We are worldwide Augmented Hospitality leaders, the best at what we do. Heartists is what we call ourselves, generous, passionate, attentive and free, whether we are welcoming guests, connecting with our peers or serving others.

Our entire Accor estate expands across the world. With over 300,000 experts committed to rejuvenating the hospitality experience we pride ourselves in being the employer of choice, so live limitlessly, come as you are, grow with us, work with purpose and explore the endless opportunities in store.

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 1 support. 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

• Bachelor’s 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
• 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), Español (ES) preferred, and additional languages beneficial such as French (FR)
• Open to candidates in Toronto and Mexico City