Manager, Regional Guest Information and Recognition

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 130 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.

Guest Recognition Specialist Team

• Responsible for overseeing the day-to-day operations of the team in Toronto and Singapore, while coordinating with the Supervisor based in Toronto

• Handling inquiries, escalated guest support calls and office management

• Using established reports (Salesforce and Informatica) and metrics, measure the success of the day to day operations for adhering to pre-defined service standards and response times; complete audit and reporting activities as required.

• Monitor all channels of guest profile management to note any trends, problems and follow up with the appropriate hotel(s).  Report and escalate where appropriate to the Corporate GRS team.

• Analyze the tickets that come from the properties to identify training opportunities and reminders, and share these in monthly calls with the properties.

• Be open and accessible for the team - foster an open-door policy for two-way communication.  Establish regular team meetings and conduct annual performance reviews.

• Foster a positive, supportive work environment resulting in healthy Employee Engagement.

Support Property Guest Recognition

• Work with TID team to develop and implement new profile match and merge rules to ensure each guest has a single profile

• Using reporting in Informatica, understand which match and merge rules are under and over-performing and implement action steps to modify rules where needed.

• Reinforce processes and procedures with properties to accurately spot duplicate profiles and how to handle them.

• Provide guest profile operations support to Guest Recognition Specialists, Front Office and Reservations

• Use Salesforce reporting to track guest profiles that have been flagged by properties for various reasons and alert Senior Management at Corporate Office and at Properties

• Maintain, enhance, and develop Salesforce reports and dashboards for the on-property Guest Recognition Specialists to visualize outstanding tasks for guest arrivals, ultimately ensuring a seamless stay.

• Assist with the communication of enhancements in Golden through monthly calls with the properties.

• Collaborate with the Clientelling team to understand ways of identifying guest preferences, working with the D&A and TID teams to source guest preference information to enrich the guest profiles

Education & Experience

• Minimum Post-Secondary Diploma, Degree in Hotel and Hospitality will be an added advantage

• Strong background in Hotel Reservations, Front office and Operations

• 2-4 years experience utilizing guest reservations and operations software (Golden, PMS,ORS)