Manager, Digital Arrival & Stay Operations

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.

Manager, Digital Arrival & Stay Operations

This role will be work with our digital pre-arrival & stay product owner to create and maintain a world class digital arrival and stay guest experience. The function of this job will be to ensure that hotel operations teams will be able to deliver on the products developed for the guest experience. Additionally, feedback on improving the guest and employee experience will be funneled up through this role to ensure we are meeting the needs of our global operation.

What You’ll Be Doing:

• Act as the operations lead to the product owner of Arrival to execute on the strategic roadmap.
• Liase with the Pre-arrival product owner and Pre-arrival Operations Lead to ensure a seamless employee and guest experience handoff between pre-arrival and stay parts of the journey.
• Liaise with the Digital Concierge lead to ensure arrival and in stay needs are captured for utilizing KEY, our FS custom concierge platform
• Act as the Operations lead to FS Chat to ensure an optimal guest experience are paired with the right operational needs for the employee experience.
• Act as the Operations lead to Mobile App to ensure the digital arrival and in house guest experience desired by the commercial team have the right operational needs for the employee experience.
• Act as a liaison to the Guest Recognition team to ensure shared synergies between product initiatives through Golden, App, Staycomms, Guest Profiles, HotSOS etc.
• Work with L&D to maintain an integrated training plan to deliver personalized guest experiences through our arrival and in stay programing.
• Contribute to the operational scorecard to measure effective use of hotel technology to deliver service excellence (Chat, Staycomms, KEY, Golden).
• Conduct training sessions on new features, P&Ps, and SOPs as it relates to the stay experience across digital platforms (Chat, Staycomms, KEY, App).
• Maintain documentation of new products for best practices, functionality, and reporting
• Update training documents and materials along with release notes for enhancements.
• Conduct per property assessments to identify training gaps and customize training programs to meet the specific needs of different audiences within the reservations, guest experience, and front office departments.
• Act as Tier 2 support for tickets as it relates to operational issues with platforms affecting pre-arrival (Chat, StayComms, App, KEY, HotSOS).
• Act as Tier 1 support for operational guidance and training on operational best practices for the digital arrival and in house experience.
• Conduct quarterly global updates with hotel concierge teams to share enhancements, training, and give regular road map updates to relevant Rooms departments globally.
• Review quarterly budgets with Pre-Arrival & Stay product owner ensuring optimal resource allocation and efficiency.

What You Bring:

• Bachelor’s degree or equivalent in relevant field.
• 5+ years of experience within luxury hospitality. Front office, reservations, or guest services experience is highly desired.
• Has had experience turning ideas into tangible products.
• Has previously assisted with mass trainings and project rollouts.
• Has a high degree of working knowledge within hospitality and service.
• Excellent communication and presentation skills, with the ability to effectively explain complex concepts to diverse audiences.

Key Skills/Who You Are:

• Strong decision-making skills
• Promotes and integrates continuous learning initiatives. 
• Promotes strong team relationships and trust.
• Timely delivery of key development and road map items.
• Encourages sharing of innovative ideas inside and outside the organization.

Proficiency in the following:

• Advanced knowledge of Amadeus suite (HotSOS, REX).
• Microsoft Office 365 (Teams, OneDrive, SharePoint, Word, PowerPoint, Excel).
• Figma
• Jira
• Monday.com
• PMS Opera
• Salesforce (FS custom version) – an asset
• FS Chat (FS custom platform) – an asset
• Salesforce Marketing Cloud (FS custom version) – an asset
• FS Messenger – an asset

NOTE: Candidates must have Canadian work authorization.

This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario #LI-Hybrid

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.