IT Hotel Support Coordinator (F,M,X)

Company Overview

Accor Tech & Digital is the power engine of Accor technology, digital business and transformation. Our 5,000 talents are committed to delivering the best tech and digital experiences to our guests, hotels and staff across 110 countries and to shape the future of hospitality.

Job Title

IT Hotel Support Coordinator (F,M,X)

Job Description

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.

Your scope will know no boundaries; join us and dare to make an impact on the world.

Responsibilities

• 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. 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.
• 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, 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

• 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 German and English (required) and additional languages beneficial: Polish.

Location

This role is based in Munich, Germany. It requires a minimum of 3 days per week in the office (hybrid policy).

Benefits

• Remote work in France and flexible work options: work from home, offices, hotels, and coworking spaces.
• Continuous improvement & training: Hackathons, technology partnerships, talent management, Digitech Academy & certifications.
• Work in a multicultural and English‑speaking environment.
• Annual wellness program and sustainability mobility package (up to €600 for green transportation).
• Meal vouchers (€10 per day) and mandatory health insurance plan funded at 50% by Accor.
• Heartist® Program benefits: unforgettable stays and experiences at all Accor locations and partner venues worldwide.
• Heartist® for Good Program: support a chosen association for one day per year during working hours.
• Employee Social Committee (CSE) for cultural and sports activities.

Recruitment Process

• Meeting with recruitment team to present position details.
• Interview with team manager.
• Assessment (use case and motivation questionnaire) for some roles.
• Final interview with HR team to discuss culture, training, career prospects and benefits.
• Personalized feedback.

EEO Statement

We know how to adapt to the specific needs of our employees, including those with disabilities. We encourage all applications, regardless of gender. We value the diversity of nationalities, personalities, and professional backgrounds.

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