Revenue Success & Onboarding Lead F/M/XGroupe ACCOR

Accor est un leader mondial de l'hôtellerie, fort de plus de 5 000 hôtels et de 10 000 espaces de restauration et bars implantés dans 110 pays. Le groupe déploie un écosystème hôtelier pleinement intégré, qui compte parmi les plus diversifiés du secteur. Celui-ci associe des enseignes de luxe et haut de gamme à des offres milieu de gamme et économiques, adossées à des concepts lifestyle exclusifs, lieux de spectacle et de divertissement, vie nocturne, restaurants et bars, résidences privées, hébergements partagés, services de conciergerie, espaces de co-working... Accor dispose ainsi d'un portefeuille de marques incomparables, animé par quelque 300 000 collaborateurs à travers le monde. Plus de 65 millions de membres bénéficient par ailleurs du programme de fidélité complet du groupe, ALL - Accor Live Limitless, le compagnon lifestyle du quotidien, qui donne accès à un large éventail de récompenses, de services et d'expériences. Le groupe s'attache en outre, au travers de ses initiatives Planet 21 - Acting Here, Accor Solidarity, RiiSE et ALL Heartist Fund initiatives, à agir concrètement en matière d'éthique et d'intégrité professionnelle, de tourisme responsable, de développement durable, d'engagement solidaire, de diversité et d'inclusion.

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!

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 Revenue Success & Onboarding Lead, RMS will leverage technical expertise within a hospitality company renowned for its award-winning culture.

As a member of the Onboarding & Success team, reporting to the Team Leader of Revenue Excellence Center, you will play a pivotal role in supporting the global revenue management ambition to provide Revenue Management Systems, and Revenue Management Expertise to our 5500+ hotels worldwide.

These projects encompass onboarding of new hotels on Revenue Management Systems, ticketing management and efficiency optimization, steady-state support initiatives, business process and procedure updates, and the deployment of new capabilities within the Global Revenue Management Systems to hotels worldwide - with strong emphasis on revenue management knowledge and business practice.

As part of those responsibilities, this position will support also the other technology changes (PMS, CRS, …) happening within the group that impact directly revenue management systems and practices, to ensure smooth transition and protect revenue growth.

Your mission:

1. Onboarding of new hotels on revenue management tools and/or managing change impacting currently installed Revenue Management tool:
   • Onboard : Facilitate the onboarding of new hotels with their chosen solution or with a new functionality.
   • RMS Expertise : Assist hotel on the distribution set-up and RMS set-up for successful go live. Providing knowledge and experience with RM Solutions including configuration, functionality and troubleshooting in support of:
     • Complex deployment plans.
     • Optimal configuration and usage of the RM solutions.
     • Escalation, arbitration, problem resolution & guidance.
     • Engagement of the user with the tool
     • Maintaining high hotel satisfaction results.
   • Project management :
     • Detailing initial project plan and answering any queries from hotels & users related to initial implementation.
     • Proactive problem diagnosis, troubleshooting, and resolution.
       
   • Technical support : Ensuring new onboarded hotels have the necessary technical assistance to set up their software.
   • Change Management : Partnering with hubs to support change management required, identify opportunity & risks for the projects, manage communications, and overall hotel & user satisfaction.
   • Communication :
     • Have a clear and client focused communication style capable of expressing complex ideas succinctly, to all levels of understanding
     • Consistent communication of project status to hotels and internal stakeholders
       
2. Success & Support of Revenue Management Systems for hotels and regions:
   • Ticketing Management: Expertly manage the customer service queue, providing accurate guidance in response to tickets logged by RMS users and regional colleagues.
   • Escalation Expertise: Proactively identify tickets requiring immediate escalation and ensure timely resolution in adherence to our team's service level agreements at Accor.
   • Team Collaboration: Actively participate in the team queue, sharing knowledge and seeking assistance with challenging tickets.
   • Second-Level Support: Serve as the second level of support for Revenue Management Systems and related business processes, addressing questions on System Functionality, Data Configuration, Conceptual/Analytical Questions, Forecast and Decision Questions, Business Processes, Forecast Validation, and Revenue Management Systems Workflows.
   • Data Analysis: Conduct ad hoc reports, audits, and analysis as needed, covering topics such as System Usage, Escalated Support Calls, Data Integrity, and System Performance.
   • Continuous Learning: Stay updated on new capabilities launched within Revenue Management systems.
   • Customized Approach: Learn and adapt to implementation and support processes, tailoring your approach to achieve goals specific to distinct brands and regions.
   • Solid Understanding: Maintain a strong grasp of Accor's Revenue Management business processes, encompassing various brands and current systems, including IDeaS G3, Lite, OTAI, BI tools, S&C Tools, PMS & CRS

And you?

• 2+ years hospitality technology experiences a minimum, with a revenue management or hotel pricing knowledge a bonus
• Fluent English skills. Second language as a plus (French, Spanish, Portuguese …)
• Technology savvy with understanding of BI tools/processes
• Working knowledge of PMS (property management systems), CRS (central reservation systems), Channel Management, and other hotel systems and onward distribution.
• Knowledge of Accor RMS is a plus
• Project management and analytical skills required
• Self motivated; works well independently, ability to autonomously work in high-pressure situations
• Excellent verbal and written communication skills.
• Teamwork - a must!
• Good organizational and time management skills.
• Passionate about helping leading hotels to capitalize on revenue management opportunities

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'…