Senior Manager, Hotel IT Service Excellence, Americas
About the role
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.
Job Description 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 1support. 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 Company Description Join the world of luxury hospitality at Accor as our new Learning & Development Coordinator ! We are seeking an energetic, passionate, and highly organized individual to take on an essential administrative role in supporting our global talent development initiatives.
This role offers an exciting opportunity to be at the center of organizational learning and development, supporting a wide range of initiatives that drive employee growth and company success.
Additional Information
- 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
- 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), Espanol ( ES) preferred, and additional languages beneficial is French(FR)
- Open to candidates in Toronto and Mexico City
About Accor
We are Accor
We are more than 290,000 hospitality experts placing people at the heart of what we do, creating emotion for our guests, and nurturing passion for service and achievement beyond limits. Building on the strength of our teams and of our fully integrated ecosystem of leading brands, personalized services & expert solutions, we break new ground to reimagine hospitality and inspire new ways to experience the world.
We are dedicated to suit all desires and needs, and reinvent the guest experience every day with our 45 hotel brands across all segments- 5,600 properties around the world from luxury five-star palaces to smart economy hotels, exquisite residences to full-service resorts.
Because we take care of millions of guests and each of our hotels is a world in itself, where every action counts. We strive to make positive impact both locally and globally, to ensure hospitality benefits not only the few, but all.
Senior Manager, Hotel IT Service Excellence, Americas
About the role
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.
Job Description 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 1support. 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 Company Description Join the world of luxury hospitality at Accor as our new Learning & Development Coordinator ! We are seeking an energetic, passionate, and highly organized individual to take on an essential administrative role in supporting our global talent development initiatives.
This role offers an exciting opportunity to be at the center of organizational learning and development, supporting a wide range of initiatives that drive employee growth and company success.
Additional Information
- 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
- 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), Espanol ( ES) preferred, and additional languages beneficial is French(FR)
- Open to candidates in Toronto and Mexico City
About Accor
We are Accor
We are more than 290,000 hospitality experts placing people at the heart of what we do, creating emotion for our guests, and nurturing passion for service and achievement beyond limits. Building on the strength of our teams and of our fully integrated ecosystem of leading brands, personalized services & expert solutions, we break new ground to reimagine hospitality and inspire new ways to experience the world.
We are dedicated to suit all desires and needs, and reinvent the guest experience every day with our 45 hotel brands across all segments- 5,600 properties around the world from luxury five-star palaces to smart economy hotels, exquisite residences to full-service resorts.
Because we take care of millions of guests and each of our hotels is a world in itself, where every action counts. We strive to make positive impact both locally and globally, to ensure hospitality benefits not only the few, but all.