IT Support Manager Quality, Hotel Relationship and Escalations (mfd)

AccorCorpo; München; Hybrid; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A global hospitality leader in Munich is seeking an IT Support Manager to oversee hotel escalations and service quality. The role involves building strong relationships with hotel teams, improving Level 1 support through training, and monitoring service performance metrics. The ideal candidate will have a degree in IT or Hospitality, 5+ years in technical account management, and fluency in both English and German. The position offers a package of benefits including discounts on hotels and opportunities for career development.

Leistungen

Career development opportunities

Hotel discounts worldwide

Access to comprehensive training catalogue

ESG activities & initiatives

Qualifikationen

• 5 years of experience in technical account management or similar role.
• Proven expertise in escalation management and quality control.
• Experience in hotel operations and/or hospitality technology.
• Excellent communication and customer-centric mindset.

Aufgaben

• Serve as the key contact for hotel escalations ensuring timely resolutions.
• Monitor and evaluate Level 1 support quality through audits.
• Identify emerging trends and recurring issues proactively.
• Develop metrics and reports to track service performance.
• Facilitate communication between hotels’ support teams and leadership.

Kenntnisse

Technical account management

Escalation management

Hospitality technology

Stakeholder management

Analytical skills

Problem-solving

Fluency in English

Fluency in German

Ausbildung

Degree in Information Technology or Hospitality Management

Jobbeschreibung

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

What’s 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

Experience : years

Vacancy : 1