Senior Service Manager

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Senior Service ManagerFull-timeCompany DescriptionHoist Group is the complete hospitality partner for hotels and public operations. With more than 20 years of proven hospitality experience, Hoist Group is the market leader in innovative High-Speed Internet Access, Conference services, TV & Content solutions, PMS and back-office software as well as other guest-facing amenities. Many hotel chains and flagship independent hotels have entrusted their IT to Hoist Group. HQ is in Sweden and the company has offices in a total of 17 countries in the EMEA region. Hoist Group has annual sales of around 150 MEUR and employs about 600 people.You will join a fast-growing company and a workplace where innovation and dedication are key.We cooperate between departments and across national borders in order to continue to drive our development forward. We promote internal mobility and have many good examples of employees who have worked for the company for a long time and developed over our expansive journey. Hoist Group promotes a healthy balance between work and private life, and for us it is important to stay well at work!Job DescriptionHoist Group is looking for Senior Standards Compliance Officer. Goal and Main Activities of the Position:Hoist Group aims to become the number one provider for the applicable products & services across all significant chains operating in Europe, the Middle East & Africa (EMEA).The Central Operations Team & Standards Compliance Team is the customer-oriented coordination unit in which all major activities associated with our target chains are consolidated.This coordination applies not only between the chain and Hoist Group, but also with other external stakeholders with a vested interest e.g. Ownership Groups, Franchisee Groups etc.Addressing these requirements is essential to make the evolutionary step from being “yet another vendor” to being a “strategic partner,” and fulfilling the aspiration of near-perpetual value possible given the size of the footprint of the target hotel chains, and the scope of business delivered by the Hoist Group.QualificationsDegree level or equivalent standard of general education within a relevant field. A senior person with at least 5-7 years in a Hospitality Project ManagementRecent experience and achievement at a senior management level within an organisation of comparable scope and complexityAdditional InformationMain responsibilities: SPOC for all chain-level quality, technical & service mattersAble to communicate verbally and in writing to CTOs, CMOs, and senior members of the chain HQIdentify trends and opportunities and work closely with the KAD, other Hoist Group Teams and the client to deliver best in class service and higher satisfaction scores.Create value by minimizing the amount of issues (to enable focus on upselling)Create a trusted quality, technical and service orientated interface to the client.Review and build a structured pre-opening site testing to make sure we comply with those chain standardsMeet regularly with our international chain of partners to proactively manage the service side of the relationship as part of a coordinated effort with the Key Account Director.Constantly review processes, look for improvements and ensure delivery of scalable, standardized, brand-compliant services across EMEABuild and manage a centrally documented pipeline of all chain hotels that come into the operations process and align with chain representative to meet completion datesBe responsible for the flow of technical information both up and down the chain.Go beyond the day-to-day to support with the introduction of new services & technologies.Support RFI/RFP processes & grow the Key Account teams contribution to the business.Provide a consultancy service to the countries to support large national bids.Provide monthly reporting to the chains including HSIA and TV reportsReport Service Management...