Head of Hotel Relationship & Account Management – Contact Centers – F/M/X

Permanent contract
Salary: Not specified
A few days at home
Experience: > 5 years

Accor Tech & Digital
Accor Tech & Digital

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Questions and answers about the job

The position

Job description

We are the Digital & Business Factory of the Accor group,

the innovation and transformation laboratory of the global leader in the hospitality industry;


With our 700 Heartists, we bring together the best of hospitality and the best of tech & digital.

Our ambition: to offer personalized, memorable, and sustainable experiences.


Here, we give birth to new ways of traveling in each of our 5,500 hotels, closest to our 100 million customers in 110 countries.

Here, we are at the heart of a fantastic playground for designing and creating digital products and services, for our customers and our hotel teams, generating maximum value for our company.


Here, your scope will have no boundaries, so dare to impact on the world with us!



Here is where your greatest challenge awaits you:

At Accor Contact Centers, we aim to create value for our hotels by engaging satisfied guests and by increasing hotels revenues through our Reservation services. Our 10+ Contact Centers worldwide offer the possibility for our guests to book any hotel, anywhere, anytime, in the guest’s language of preference, all year round.

Our Contact Centers Central team in Paris is looking for a new talent!


Your mission:

The Head of Hotel Relationship & Account Management will be the primary liaison between Accor Contact Centers and our hotels network, overseeing the entire account management cycle. This role involves managing relationships, enhancing account performance, promoting growth, and ensuring the satisfaction of both hotels and guests.

The position reports to the Director of Growth & Account Management and includes direct management of one Account Manager.


Key Responsibilities:

Primary Contact Point: Serve as the main contact for hotels, internal business units, and regions regarding central reservation and customer care services.


Account Management Cycle: Oversee the full cycle of account management, including onboarding, deployment, ongoing relationship management, knowledge management, invoicing, and managing potential churn.


Performance Management: Monitor and enhance account performance by suggesting improvements and coordinating action plans with both the CC Operations team and the properties. Lead and conduct performance reviews with hotels, regions, and potentially hotel owners.


Tool Implementation: Implement an Account Management tool to streamline and enhance the account management process.


Growth Leadership: Collaborate with the Director of Growth to promote central reservation services internally and to hotels, focusing on achieving growth targets, particularly in the luxury segment and untapped regions.


Relationship Building: Establish and maintain strong relationships and trust with hotels, regions, and partners. Act as the advocate for hotels within the department, communicating their needs and concerns to Leadership and Operations teams to foster a mutually beneficial relationship.

This role requires occasional travel to meet with centers teams, hotels and regional teams.

The successful candidate will be expected to work closely with various departments to ensure seamless service delivery and continuous improvement.

Additional Information

Accor dares[ML1]  to impact:

- the world

  • We are committed to the world around us, with a strong employer culture focused on the development of our 300,000 talents.
  • On the tech side, we are committed to reducing the impact of digital technology 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.
  • We value the richness of diverse nationalities represented, from various backgrounds, encompassing all the stories that make us who we are. We encourage diversity in personalities and professional paths. We know how to adapt to the specific needs of our employees, especially those with disabilities.


- Specifically, at the Digital & Business Factory

  • Expanded remote work and no meetings on Wednesday afternoons,
  • Continuous improvement & training: Hackathons, exceptional technological partnerships, dedicated talent management, and a specialized platform for training, Digitech Academy & certifications.

and also,

  • Work from Everywhere: Personal access provided to over 500 coworking spaces, many of which are within our hotels.
  • ALL Heartists 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 €700 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.
  • And at our Issy les Moulineaux site: Collaborative workspaces, an employee restaurant, unlimited coffee, gaming and sports areas, a concierge service, and a park just across the street 😉


Is this mission appealing to you?

Recruitment is all about people!

Apply, and we will offer you:

  1. 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.
  2. An interview with the team manager responsible for the role you are interested in.
  3. For some roles, you might also be required to complete an assessment (use case and motivation questionnaire.
  4. 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.
  5. A personalized feedback.



dares ? @LEONE Aurelie  [ML1]

Preferred experience

And you?

  • Bachelor’s or Master’s degree, preferably in Business Administration or Hospitality Management.
  • Minimum of 3-5 years of work experience, preferably within the hospitality industry.
  • Bilingual in English and French, another language is a plus
  • Proven experience in account management or a similar customer-facing role.
  • Strong interpersonal and communication skills, with the ability to build and maintain relationships with various stakeholders.
  • Ability to work in a dynamic and fast-paced environment, managing multiple priorities effectively.


Preferred Skills:

  • Deep understanding of the hospitality industry.
  • Experience with central reservation systems and customer care services.
  • Strategic thinking with a focus on growth and performance optimization.
  • Leadership experience, with the ability to manage and develop a small team.
  • You are hands on, and enjoy getting into the heart of the matter 


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