Company Description

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

Accor Tech & Digital, jobs in the tech field where intelligence is above all human! 

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.

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: 

The Senior Hotel Sales & Contracting Solutions Coordinator provides high-level hotel support and L3 technical expertise, specifically focusing on our CRM and Contracting (Cvent) platforms. This role is critical for ensuring service continuity and operational excellence, acting as a vital bridge between L2 support and the Product, Communications, and IT teams.

You will be responsible for maintaining operational continuity and directly impacting hotel revenue by resolving complex technical issues. In this high-stakes environment, you will manage critical L3 escalations daily, frequently involving Hotel RFP and contract management challenges. Because these cases have a direct impact on the bottom line, immediate and accurate resolution is essential.

Your mission: 

L3 Support & Escalation Management

• Serve as the primary escalation point for complex and critical L3 hotel support issues related to Sales & Contracting solutions.
• Lead troubleshooting efforts for technical issues in Hotel RFP management and distribution workflows.
• Coordinate with Product, Development, and IT teams to achieve rapid and permanent resolutions for issues within the contract lifecycle management process.

Enablement & Training

• Design and deliver comprehensive training and support plans for L2 teams to increase overall expertise in Hotel Sales tools.
• Manage the governance and efficiency of the L2 escalation process to ensure seamless hotel support.
• Conduct monthly analyses of ticket trends to drive continuous improvement in hotel knowledge and support efficiency.
• Collaborate on strategic initiatives, such as AI-driven automation projects, to enhance support capabilities.
• Anticipate hotel training needs to proactively reduce support request volumes over time.

Strategic Roadmap Contribution

• Actively participate in Hotel Sales Solutions Roadmap discussions.
• Contribute user feedback regarding contract and Hotel RFP management to help manage product priorities and strategic direction.

And you? 

• A strong background in the hospitality sector is highly advantageous and will be key to understanding the unique needs of our global hotel partners.
• Previous experience navigating Hotel RFP management tools (such as Cvent), contract management, and CRM platforms.
• A natural ability to engage and build trust with regional leadership and central support teams, acting as a facilitator to drive key projects to completion.
• Proven success working within a complex, matrixed environment—bridging the gap between Support, Product, IT, and Training teams.
• Excellent ability to prioritize multiple tasks under tight deadlines with a high sense of accountability.
• Resourcefulness and creativity in diagnosing issues and developing innovative, practical solutions.
• Fluent written and spoken English is required; proficiency in an additional language is a plus.

Additional Information

Accor dares to impact: 

- the world  

• Accor is committed to the world around us, with a strong employer culture focused on the development of our 300,000 talents. 
• We adopt a continuous improvement approach to reduce the impact of digital on the environment 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. 

- Specifically, at Accor Tech & Digital:

• Remote work in France and flexible work options: work from home, our offices or even our hotels and coworking spaces.
• Every Wednesday afternoon, dedicate your time to deep work and personal development.
• Work in a multicultural and English-speaking environment.
• Continuous improvement & training: Hackathons, exceptional technology partnerships, dedicated talent management, and a dedicated training platform, Digitech Academy & certifications.

and also,

• ALL - Heartist® 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 €600 for the use of "green" transportation, or 50% coverage of Pass Navigo (public transportation pass). 
• €11 meal vouchers. 
• A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents. 
• Attractive working conditions with collaborative workspaces, restaurants, and recreational and sports areas.

Your talent and motivation are our only selection criteria.

We value the richness of the diverse nationalities, personalities, and professional backgrounds.

We know how to adapt to the specific needs of our employees, including those with disabilities.

We encourage all applications, regardless of gender, so go ahead and apply!

Recruitment is all about people!  

Is this mission appealing to you? 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. 

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