Company Description

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Job Description

As the Senior Manager for Hotel IT Service Excellence, you will lead the strategic transformation of technical support and hotel relationship management for all Luxury & Lifestyle hotels in your region (MEAPAC). You will serve as the primary liaison between hotel operations and support services, ensuring exceptional service delivery, proactive issue resolution, and continuous improvement in support quality. This role is pivotal in driving hotel satisfaction, operational excellence, and brand integrity across the Luxury & Lifestyle portfolio.

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 1 support. 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 impacting operations. Lead cross-functional initiatives to resolve persistent problems and enhance service delivery. Monitor support trends to inform strategic improvements and foster a culture of continuous enhancement and operational resilience.
Performance Measurement and Reporting. Oversee regional dashboards and KPIs for support performance. Provide actionable insights to senior leadership and hotel stakeholders. Use data to drive strategic decisions and optimize support operations.
Stakeholder Management and Communication. Facilitate clear communication across hotels, support teams, and leadership, ensuring alignment on priorities and consistent service standards.

Key input goals

Regional escalation framework and resolution protocols
Quality audit program and training roadmap
Monthly and quarterly performance reports with actionable insights
Hotel satisfaction improvement plan
Strategic relationship management framework

Key output goals

Reduction in escalation volume and resolution time
Improvement in first-contact resolution rates
Increase in hotel satisfaction scores
Decrease in recurring technical issues
Strengthened stakeholder engagement and trust

Qualifications

Bachelor's degree or higher in Information Technology, Hospitality Management, or related field
At least 8+ years experience in technical account management or similar role
Proven experience in escalation management and quality assurance
Experience working with luxury hotel brands and high-touch service environments
Strong background in stakeholder management and relationship building
Experience in training and guiding support teams
Excellent communication and relationship management skills
Strong analytical and problem-solving abilities
Customer-centric mindset with focus on service excellence
Ability to work effectively in cross-functional environments
Fluency in English (required) and additional languages is beneficial French(FR)

Additional Information

This position is based in Bangkok
The role involves global collaboration, requiring flexibility to accommodate time zone differences.

Senior Manager, Hotel IT Service Excellence MEAPAC