Join us at Accor, where life pulses with passion! By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.? You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!? You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.? Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet. Hospitality is a work of heart, ? Join us and become a Heartist. Job Description As a member of the Global Onboarding & Success team, reporting to the Team Leader of Revenue Excellence Center, located in France , 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. The person will facilitate cross-functional team collaborations as well as to support hubs in the definition and implementation of their roll-out strategy. The person will be part of a global team and will need to be able to have remote leadership. What you will be doing: 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: 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. 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. 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. 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 Your experience and skills include: Experience with revenue management systems. Revenue management or hotel pricing knowledge is a bonus. Fluent English skills Technology savvy with an understanding of BI tools/processes Working knowledge of PMS (property management systems), CRS (central reservation systems), Channel Management, and onward distribution. Work Locations: São Paulo Accor Office (Pinheiros) Hybrid work format, three times a week in the office Reporting to the Team Leader of Revenue Excellence Center, located in France
