Manager, Digital Pre-Arrival Operations

Four Seasons; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A luxury hotel brand in Toronto is seeking a Manager, Digital Pre-Arrival Operations to enhance guest experiences through a world-class digital approach. The role will interface with various teams to ensure operational excellence in pre-arrival processes, leveraging 5+ years of luxury hospitality experience. Essential skills include strong decision-making and communication abilities. This position offers a hybrid work model that requires some on-site presence at the corporate office.

Qualifications

• 5+ years of experience in luxury hospitality, preferably in a front office or reservations capacity.
• Experience in turning ideas into tangible products and assisting with mass trainings.
• High degree of working knowledge in hospitality and service.

Responsibilities

• Lead operations for Pre-Arrival strategic roadmap with Product Manager.
• Ensure seamless transition from pre-arrival to stay.
• Train staff on new features and documents for operational best practices.

Skills

Strong decision-making skills

Excellent communication and presentation skills

Promotes strong team relationships

Continuous learning initiatives

Education

Bachelor’s degree or equivalent in relevant field

Tools

Microsoft Office 365

Salesforce

Jira

Job description

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 Pre-Arrival Operations

This exciting role will partner with our digital Pre-Arrival Product Manager and CRM – Email owner, as well as our Stay Product Manager to create and maintain a world class digital arrival 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 operations.

What You’ll Be Doing - Global Responsibilities Hotels and Resorts:

• Act as the operations lead to both the Product Manager of Pre-Arrival and Manager, Email to execute on the Pre-Arrival strategic roadmap.
• Liaise with the Stay - Product Manager and Stay Operations Lead to ensure a seamless staff and guest experience handoff between pre-arrival and stay parts of the journey.
• Act as the Operations lead to Digital Concierge to ensure pre-arrival needs are captured for utilizing KEY, our FS custom concierge platform.
• Act as the Operations lead to StayComms (our custom Salesforce Marketing Cloud email system) to ensure pre-arrival emails are sent with the right operational needs for the staff experience.
• Act as the Operations lead to Mobile App to ensure the pre-arrival guest experience desired by the commercial team have the right operational needs for the employee experience.
• Act as the Digital Operations lead to the Golden team to ensure shared synergies between product initiatives through Golden, App, StayComms, Guest Profiles, etc.
• Review and provide operational guidance on the pre-arrival communications comms journey across all platforms (StayComms, FS Chat, KEY, hotel generated pre-arrival emails/calls/chats).
• Work with L&D to maintain an integrated training plan to deliver personalized guest experiences through our pre-arrival programing.
• Conduct training sessions on new features, P&Ps, and SOPs as it relates to pre-arrival across all digital platforms (Chat, Staycomms, KEY, App).
• Maintain documentation of new operational products for best practices, functionality, and reporting
• Update training documents and materials along with release notes for enhancements as it relates to operations.
• 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 1 support for operational guidance and training on operational best practices for pre-arrival.
• Act as Tier 2 support for tickets as it relates to operational issues with platforms affecting pre-arrival (Chat, StayComms, App, KEY).
• Partake in monthly and quarterly global updates with hotel teams to share enhancements, training, and give regular road map updates to relevant Rooms departments.
• Review quarterly budgets with Pre Arrival product owner ensuring optimal resource allocation and efficiency.

What You Bring:

• Bachelor’s degree or equivalent in relevant field.
• 5+ years of experience as a within luxury hospitality. Front office or Reservations 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.

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.
• Excellent communication and presentation skills, with the ability to effectively explain complex concepts to diverse audiences.

Technical Skills:

• Microsoft Office 365 (Teams, OneDrive, SharePoint, Word, PowerPoint, Excel)
• Figma
• Jira
• Monday.com
• ORS/PMS Opera
• Salesforce (FS custom version) asset
• FS Chat (FS custom platform) asset
• Salesforce Marketing Cloud (FS custom version) asset

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 theOntario Human Rights Code and theAccessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.