Manager, Golden (12 Month Contract)

Four Seasons Hotels and Resorts•Toronto, ON

1d•CA$90,000 - CA$105,000•Hybrid

About The Position

The Manager, Golden will provide clear accountability and leadership for the usage of Golden in our hotels and resorts globally. Working in collaboration with Product Design, TID (Technology, Innovation and Data), Global Hospitality, the various Worldwide Reservations teams, Product Owners for key, Golden exp, Golden home as well as the clienteling team. This role will be responsible for developing and managing the Golden UI and will be accountable for the performance and lifecycle of the product. They will create, own and groom the product roadmap, leading conception, planning and launch while maintaining relations with cross functional stakeholders. Together with the Guest Recognition Operations Training Manager, develop necessary roll-out plans for new features as well as training materials to ensure adoption of functionality. Key accountability areas include driving adoption of Golden and partnering with technology and operations to develop programs that scale across the brand.

Requirements

3-5 years of experience in a fast paced environment
Reservations, Guest Recognition and Operations experience required
1-2 years’ experience utilizing reservations and operations software (PMS, ORS, Golden, Key, Golden EXP)
2-3 years as assistant department head or 1-2 years as department head
Strong understanding of on-property guest recognition
Strong understanding of training and program deployment
Solid innovator with proven track record of implementing new ideas
Strong innovative skills representing the Four Seasons brand at all times
Familiarity with Teams, Jira, Microsoft Word and Excel, ORS, PMS
Ability to communicate effectively at all levels
Self-starter, ability to manage competing priorities with minimal supervision
Proactive and takes initiative
Intuitive with all troubleshooting
Strong administrator with excellent planning and organizational skills

Nice To Haves

Bachelors Degree in Hospitality
Preferably experience with Salesforce and Informatica

Responsibilities

Conduct monthly calls with properties to communicate new developments, upcoming features, and receive feedback on current UI
Work collaboratively with the IT team to prioritize features
Manage and maintain a backlog of features that are prioritized accordingly.
Design new features and conceptualize how they would provide a better guest experience and employee experience
Facilitate meetings and workshops to gather requirements, validate assumptions, and ensure alignment between business stakeholders and technical teams.
Work closely with cross-functional teams, such as developers, testers and designers to ensure a shared understanding of requirements and facilitate the delivery of high-quality software solutions
Assist with the onboarding of new properties to ensure the Guest Recognition tools are successfully implemented and utilized
Provide support to the technical teams and property teams during the implementation phase, addressing questions and resolving any issues that arise
Collaborate with other Product Owners to develop products that will work in tandem and synchronize releases.
Manage and maintain a backlog of features that are prioritized accordingly.