Accor Tech & Digital is the innovation and technological transformation lab of the world leader in hospitality.
Our teams, known as Heartists庐, 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!
Here is where your greatest challenge awaits you:
Based in the Warsaw office in Poland,the Hotel Care Success Manager act as a bridge between hotels and technical support services. In 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)