Senior Service Manager

Hoist 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!

Hoist 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.

• Degree level or equivalent standard of general education within a relevant field. 
• A senior person with at least 5-7 years in a Hospitality Project Management
• Recent experience and achievement at a senior management level within an organisation of comparable scope and complexity

Main responsibilities: 

• SPOC for all chain-level quality, technical & service matters
• Able to communicate verbally and in writing to CTOs, CMOs, and senior members of the chain HQ
• Identify 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 standards
• Meet 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 EMEA
• Build and manage a centrally documented pipeline of all chain hotels that come into the operations process and align with chain representative to meet completion dates
• Be 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 reports
• Report Service Management updates monthly to the KAD
• Report market intelligence on prices, competition, market dynamics, etc.
• Contribute regularly to the Product Development Roadmap
• Enforce brand standards internally and to external partners
• Document and provide training material along with the relevant Hoist training manager to meet chain standards
• Build relationships with key international chains HQ team
• Plan high level roll out of new technologies and services
• Coach and support indirect channel partners and contractors
• Train partners or brief specific deals where you led the approach
• Presentation of materials, SLA adherence etc to chain in reviews
• Chair internal calls with stakeholders (Engineering, etc to address any development needs etc)
• Experience leading virtual workgroups
• Direct commercial (sales experience)

Qualities & Skills:

• Must gain respect as a leader, influencer & technical go-to person for multiple teams both internally and externally
• Wireless tools certification such as Ekahau
• High level of expertise with IP technology, networks, and Hospitality solutions including Aruba, Brocade, Cisco, Meraki, Fortinet
• Structured, organised, disciplined, and able to handle different tasks & issues.
• Ability to work under high pressure including workload and deadlines
• Internal relationship builder with ability to work with multinational teams
• Analytical, able repackage and disseminate information for rapid problem solving
• Excellent Communication - transparency and pro-active reporting
• Sales skills
• Strong communicator internally and to business customers (B2B)
• Effective problem solver with experience of leveraging this to aid the Sales process.
• Can think strategically

KPI Measurement Metrics: 

• Group EBITA target
• RFP success rate - Framework Agreement growth within target chains                       
• Chains KPI targets           
• Chain revenue and margin contribution and growth

Additional Information: 

• High travel intensity post corona
• Goal getter with total quality management drive
• Team player and “facilitator” for Country teams to grow Key Accounts

Salary and Benefits:

This role offers a competitive salary, 33 days’ holiday including bank holidays.

We offer a long-term contract with a competitive salary. On successful completion of probation, you will also have the opportunity to choose additional benefits, including healthcare and pension.

We are seeking motivated and high energy people. You will have a key role in the company and the opportunity to play a key part in the organisation.

What’s more, you enjoy working in a dynamic international environment where customer service & satisfaction are the drivers. Finally, you are results-oriented, you have good communication skills, you work well and remain focused when under pressure and enjoy being a valuable team-player within geographically dispersed teams while able to work autonomously when needed.

If you are up for the challenge and interested in joining our team, we welcome your application via our job portal:

https://jobs.smartrecruiters.com/Hoistgroup

We thank everyone for their interest in this opportunity, however due to the volume of response we receive if you have not heard from us within 10 working days regretfully your application has been unsuccessful.