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Fairmont Grand Del Mar Logo Fairmont Grand Del Mar · IT - Administration

Senior Manager, Hotel IT Service Excellence, Americas

Canada, Toronto · Job Posted March 04, 2026
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Job Description

We are worldwide Augmented Hospitality leaders, the best at what we do. Heartists is what we call ourselves, generous, passionate, attentive and free, whether we are welcoming guests, connecting with our peers or serving others. Our entire Accor estate expands across the world. With over 300,000 experts committed to rejuvenating the hospitality experience we pride ourselves in being the employer of choice, so live limitlessly, come as you are, grow with us, work with purpose and explore the endless opportunities in store.

Job Responsibility

  • 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
  • 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
  • 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
  • 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
  • Facilitate clear communication across hotels, support teams, and leadership, ensuring alignment on priorities and consistent service standards

Requirements

  • Bachelor’s Degree in IT, Hospitality Management, or related field
  • 8+ years experience in technical account management or similar role
  • Proven experience in escalation management and quality assurance
  • Experience working in 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)
  • Espanol (ES) preferred
  • Additional languages beneficial is French (FR)

Nice to have

  • Espanol (ES) preferred
  • Additional languages beneficial is French (FR)
  • Open to candidates in Toronto and Mexico City
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