SITE DIRECTOR, LUXE RESERVATION CENTRE (BARCELONA)

Are you passionate about Luxury Travel? An exciting opportunity awaits as Accor is introducing new operations in Barcelona, Spain.  We are seeking a successful candidate for the position of an Site Director, Reservation & Care Centre to oversee the Centre operations offering a unique opportunity to develop your vision and define the overall construct of the Centre, beginning with the foundation. Our Barcelona operation will be an essential operation providing travel expertise for our Ultra Luxury and Luxury brands such as the Orient Express, Raffles, Sofitel and Fairmont brands.

Accor is a well-established company with more than 260,000 hospitality experts placing people at the heart of what we do and nurturing real passion for service and achievement beyond limits. We take care of millions of guests in our 5,100 addresses established in 110 countries and a new Accor address opens every two days.

POSITION OVERVIEW

The Site Director, Reservation Centre will be responsible to deliver innovative, operational expertise while  executing the strategic plan of pre and post opening directives to ensure a seamless launch.  The successful candidate will be accountable for all aspects of the Centre including operations (reservation sales) and administrative functions (human resources, IT, facilities) with sharp focus to meet all maintain KPI’s. 

WHAT WILL YOU BE DOING

Reservation & Care Centre Development and Opening

• Setting the vision for the Centre and define the overall delivery strategy and direction on all operational and support streams including but not limited to: technologies and systems, finance modelling, sales, staffing, communication, procurement, and facilities.
• Collaborating with Accor Corporate’s team to prioritize features on the delivery roadmap
• Hiring and leading the company's management team and support recruitment effort
• Overseeing product knowledge and new employees training to ensure a solid brand knowledge essential to drive luxury customer experience and revenue
• Implementing and design business processes/systems that support continuous operations of our brands
• Overseeing finance and accounting responsibilities: invoicing, accounts receivable, resource/funding allocation and approval of expenditures
• Implementing operational standards, culture and knowledge
• Establishing an internal communication strategy

 

On-going Responsibilities

• Overseeing the Reservation & Care operations and administrative functions
• Preparation of annual operating budget for the Centre, departmental operation plans and strategic plans
• Driving revenues for the brands through effective sales strategies and training initiatives
• Oversee preparation of monthly financial outlooks which are accurate and work with departments to ensure forecast results are met
• Responsible for the Centre’s Health & Safety compliance, business continuity plan and the disaster recovery response team
• Work closely with Accor’s Corporate team to align on our brand priorities
• Oversee workforce planning strategy and maintenance of productivity levels
• Responsible for all direct reports achievement of goals including guidance and direction in the development and implementation of action plans
• Cultivating a high-performing and agile team culture

• Ensuring facility is maintained to the highest level cleanliness and safety  
• Ensure that existing technology is current and leveraged to it maximum capacity 
• Chair weekly leadership meetings
• Manage labor relations
• Serve as an Accor brand ambassador
• Adhere to Accor’s sustainability practices
• Involved in supporting community events and fundraising initiatives
• Maintain an open door policy and create a culture of diversity, equity, inclusion, mutual respect and teamwork

 

YOUR EXPERIENCE AND SKILLS WILL INCLUDE

• 5-10 years of experience leading and scaling an accelerated growth start-up, preferably within a company with  50+ employees
•  Senior level leadership experience
• University degree in a related discipline or equivalent work experience
• P&L responsibilities at a senior level
• Proven track record of building successful luxury services and customer experiences and high performing teams from the ground up
• Working experience in delivering luxury services is required, experience in hospitality or contact centre industries an asset
• Excellent leadership, interpersonal, communication and organization skills, ability to interact with all levels, able to direct department heads to ensure objectives are achieved
• Visionary, strategic and critical thinker
• Innovative problem solving abilities complimented by maturity and business acumen
• Proven team-builder with outstanding motivational skills and coaching ability
• Demonstrated ability to be innovative and creative
• Analytical and detail – oriented
• Local market and operational expertise
• Fluent in English, written and verbal. Other languages are an asset: French, German, Italian & Arabic

 

 

OUR COMMITMENT TO DIVERSITY & INCLUSION

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

WHY WORK FOR ACCOR

We are far more than a worldwide leader. We welcome you as you are.  We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! 

Be ALL you are with all your Heart #LimitlessCareers