Senior Manager, Hotel IT Service Excellence, Americas

ABOUT THE ROLE



•Escalation & Relationship Management

Serve as the primary regional escalation contact for all Luxury &Lifestyle hotel support matters, ensuring swift and effective resolution. Cultivate and sustain trusted partnerships with hotel owners, General Managers, and regional leadership teams. Represent and champion hotel-specific operational needs, ensuring alignment with global service standards and strategic priorities.

•Quality Assurance and Service Excellence.

Design and implement regional quality control frameworks for Level 1support. Lead regular audits and performance reviews to ensure service excellence. Partner with service providers to elevate support capabilities and responsiveness.

•Proactive Problem Management and Trend Analysis.

Identify systemic challenges and recurring issues across the Luxury & Lifestyle hotel portfolio, ensuring they are addressed before impac...