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IT Support Manager Quality, Hotel Relationship and Escalations (F,M,X)

AccorCorpo

München

Vor Ort

EUR 60.000 - 75.000

Vollzeit

Heute

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Zusammenfassung

A global hospitality leader in Munich is seeking a Quality Hotel Relationship and Escalations Lead. This role manages escalations and enhances hotel satisfaction through technical support and relationship building. Candidates should have a degree in Information Technology or Hospitality Management and 5 years of relevant experience. Strong communication skills and problem-solving abilities are essential. The position offers full-time employment with opportunities for training and development in a multicultural environment.

Leistungen

Flexible work options

Continuous training opportunities

Employee wellness programs

Meal vouchers

Health insurance contribution

Qualifikationen

5 years experience in technical account management or similar role.
Proven experience in escalation management and quality control.
Fluency in English required; knowledge of additional languages beneficial.

Aufgaben

Manage hotel escalations ensuring timely resolutions.
Conduct regular ticket resolution audits for quality control.
Identify emerging trends to improve service quality.

Kenntnisse

Excellent communication

Analytical skills

Customer-centric mindset

Problem-solving abilities

Stakeholder management

Ausbildung

Degree in Information Technology or Hospitality Management

Accor Tech & Digital is the innovation and technological transformation lab of the world leader in hospitality.

Our teams known as Heartists bring together the best of hospitality with the best of tech and digital. Our ambition is to provide our customers with personalized memorable and sustainable experiences.

Here we create new ways to travel within each of our 5500 hotels connecting closely with our 100 million clients in 110 countries.

Here we are at the heart of an incredible playground for technological transition and the design of digital products and services for our customers and hotel teams.

Here your scope will know no boundaries;

So join us and dare to make an impact on the world!

Here is where your greatest challenge awaits you

The Quality Hotel Relationship and Escalations Lead acts as a bridge between hotels and technical support this crucial role you ensure excellence in resolution making sure that escalated issues are handled with precision while promoting continuous improvement in support quality. You are also a trusted partner for hotels fostering collaborative relationships and aligning solutions with their unique operational needs. As a key member of the Hotel Care team you play an essential role in transforming Level 1 support operations and improving hotel satisfaction across the organization.

Your missions

Key accountabilities

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 and evaluate Level 1 support quality conducting regular ticket resolution audits to ensure adherence to performance standards. Monitor support quality through audits drive issue resolution improvements and train partners to maintain service excellence
Proactive Problem Identification and Resolution . Identify emerging trends and recurring issues within the hotel portfolio working proactively to prevent operational disruptions and improve overall service quality. Collaborate with internal and external teams to prevent disruptions and enhance service deliver
Performance Measurement and Reporting . Develop metrics and reports to track service performance and escalation trends using data insights to drive continuous optimization
Stakeholder Management and Communication . Facilitate clear communication across hotels support teams and leadership ensuring alignment on priorities and consistent service 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 rates
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

And you

Typical background

Degree in Information Technology Hospitality Management or related field
5 years experience in technical account management or 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(FR) German (DE) Polish (PL) Espanol (ES)

Additional Information

Accor dares to impact

the world

Accor is committed to the world around us with a strong employer culture focused on the development of our 300000 talents.

We adopt a continuous improvement approach to reduce the impact of digital on the environment across all our projects.

Your career

We enable all our employees to manage their work-life balance and offer them the means to shape their work environment according to their preferences.

Training and career paths are defined both individually and collectively allowing us to grow together on a daily basis.

Specifically at Accor Tech & Digital

Remote work in France and flexible work options : work from home our offices or even our hotels and coworking spaces.

Every Wednesday afternoon dedicate your time to deep work and personal development.

Work in a multicultural and English-speaking environment.

Continuous improvement & training : Hackathons exceptional technology partnerships dedicated talent management and a dedicated training platform Digitech Academy & certifications.

and also

ALL - Heartist Program : unforgettable stays and experiences at all Accor locations and partner venues worldwide.

Heartist for Good Program : commit to supporting an association of your choice from those available on our volunteering platform (1 day offered per year by the Group during your working hours).

An Employee Social Committee (CSE) supporting the financing of your cultural and sports activities.

Sustainable Mobility Package up to 600 for the use of green transportation or 75% coverage of Pass Navigo (public transportation pass).

10 meal vouchers.

A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents.

Attractive working conditions with collaborative workspaces restaurants and recreational and sports areas.

Your talent and motivation are our only selection criteria.

We value the richness of the diverse nationalities personalities and professional backgrounds.

We know how to adapt to the specific needs of our employees including those with disabilities.

We encourage all applications regardless of gender so go ahead and apply!

Recruitment is all about people!

Is this mission appealing to you Apply and we will offer you

A meeting with our recruitment team to present the essential aspects of the position to you or guide you towards the role that may suit you.

An interview with the team manager responsible for the role you are interested in.

For some roles you might also be required to complete an assessment (use case and motivation questionnaire.

A final interview with our Human Resources team to discuss our Groups culture work environment training program career prospects as well as various benefits offered by the Group.

A personalized feedback.

#accortechdigital

Remote Work

Employment Type

Full-time

Key Skills