IT Hotel Support Coordinator (F,M,X)

Company Description Accor Tech So join us and dare to make an impact on the world! Here is where your greatest challenge awaits you: The Quality, Hotel Relationship and Escalations Lead acts 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