Director Hote Care Strategy and Governance (M/F/X)

RAFFLES; Issy-les-Moulineaux; Hybride; EUR 70 000 - 90 000; Plein temps

Résumé du poste

A leading hospitality technology firm in Issy-les-Moulineaux is seeking a Manager to drive performance in Hotel Care, overseeing BPO strategies and team development. The ideal candidate has a minimum of 8 years in management, strong communication skills in English and French, and a proactive mindset. With flexible work options and a commitment to social responsibility, this role offers a unique opportunity to make an impactful contribution to the future of hospitality.

Prestations

Remote work options

Meal vouchers

Health insurance funded at 50%

Sustainable mobility package

Employee Social Committee support

Training and career paths

Heartist® Program benefits

Qualifications

• Minimum 8 years of management experience.
• Dynamic, proactive, and autonomous individual.
• Strong communication and presentation skills required.
• Fluency in English & French is necessary.

Responsabilités

• Analyze OKRs, KPIs for Hotel Care.
• Define and drive BPO sourcing strategy.
• Manage and develop the team.
• Drive transversal projects in Hotel Care.

Connaissances

Management experience

Strong communication skills

Fluency in English

Fluency in French

Dynamic mindset

Proactive attitude

Presentation skills

Outils

PowerPoint

Service Now

Description du poste

Company Description

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.

Accor Tech & Digital, jobs in the tech field where intelligence is above all human!

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 5,500 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!

Job Description

Mission

• Specify & analyze the OKRs, KPIs and quality scores for Hotel Care
• Challenge BPO and Expert teams on performance and plans for Hotel Care
• Define and drive the Hotel Care BPO sourcing strategy
• Deep dive on Hotel Care under-performing areas and Drive transversal projects
• Identify recurrent Hotel Care incidents. Support and Challenge BPOs and internal teams
• Identify broken process and reporting and make change request happen
• Define and drive the workforce management for BPOs
• Own the overall communication on progresses and changes
• Management and development of the team

Qualifications

• Minimum 8 years of management experience
• International & operational experience is a plus
• Dynamic, Proactive and autonomous
• Positive mindset
• Strong communication & presentation skills
• Fluent in English & French (read, written, spoken).
• Excellent use of PowerPoint
• Advanced knowledge of Service Now

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 300,000 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.

All - Heartist® Program:

• 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?

• 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 Group's culture, work environment, training program, career prospects, as well as various benefits offered by the Group.
• A personalized feedback.

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