IT Digital

6 days ago

Four Seasons Corporate Office Toronto, Canada Four Seasons Hotels and Resorts Full time
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.

Reporting to the Manager, Golden Profile Systems this role will align closely with multidisciplinary teams including Hotel Operations, Residential and Commercial to assist in the delivery of new products and features on the specific solutions built on the Salesforce Platform.

The Digital Guest Experience Support Analyst translates business needs into clear and concise specifications required to deliver an optimal solution for high-impact initiatives. Working closely with Business Stakeholders, Subject Matter Experts and Project Team, the Digital Guest Experience Analyst is the point person for business questions, support and issues throughout the implementation and life cycle of the solution. The Business Analyst will work closely with Team and Product Leads to manage escalated issues as needed.

This role is based in Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to the Manager Golden & Profile Systems. This role involves interactions with primarily internal stakeholders at various levels.

What You'll Be Doing

Glitch/ Guest Experience, KEY and Golden Home (Salesforce):
  • Lead and conduct interviews, workshops, presentations, document analysis, business need statements, surveys, use cases, business scenarios, wireframes, task and workflow analysis to elicit and document thorough business requirements that are complete and follow company standards and best practices.
  • Work with stakeholders and project team to prioritize collected requirements.
  • Collaborate closely with Project Manager, Project Sponsor, Vendors and business department team members throughout the life cycle of projects.
  • Research, review, and analyze the effectiveness and efficiency of existing requirements gathering processes and develop strategies for enhancing or further leveraging these processes. Provide input on user training materials and employee platform onboarding.
  • Translate business needs into clear and concise specifications required to deliver solutions for all systems
  • Configuration of New Opening hotel mobile systems and guest channels
  • Document and validate through end-to-end testing that Mobile user journeys are operational and effective
  • Write and refine User stories for the product backlog for Mobile and Tablet Apps, KEY, Golden Home and Glitch
Planning and Organizing:
  • Prioritize tasks to be achieved and determine necessary resources to achieve short term activities for self and others.
  • Adjust work-schedules to accommodate new or changing requirements within established deadlines
  • Distinguish the important from the urgent to meet objectives
  • Manage own and others' time efficiently, effectively communicate and delegate tasks deploying resources in an efficient manner
  • Recognize when sticking to the plan is necessary and when it needs to be adapted to accommodate changing situations
  • Make a realistic assessment of what can be achieved on a week-by-week basis and develops and implements plans to achieve it
Delivering Results:
  • Set ambitious goals and track progress towards achieving them, takes the necessary action to ensure
successful delivery of results
  • Overcome obstacles without "ruffling feathers" and doesn't give up easily even in the face of tough challenges
  • Deliver on promises and can be trusted to do what they say they will do
  • Consider the return on investment prior to starting a new initiative or project
  • Tackle unforeseen problems and challenges with energy and persistence
  • Actively seek knowledge and skills to improve performance and continuously reviews own progress against goals and objectives
Communication:
  • Modify communication style and approach to meet the needs of the situation and audience
  • Delivers complex messages clearly and with sensitivity to others needs, cultures, background and knowledge
  • Present in a professional, polished and succinct manner
  • Create clear and concise written information using appropriate content, format and structure
Influencing:
  • Develop specific approaches to influencing and shaping the opinions of key stakeholders, develops a strategy for persuading others in advance
  • Take into account the style and preferences of the other party, adapts own style appropriately and is able to use a range of different influencing styles and tactics to achieve required outcomes
  • Use positive language, builds rapport to establish credibility and emphasizes benefits which will appeal to the individual/audience
Discernment/Judgment:
  • Consider the long-term as well as immediate short-term outcomes and actions.
  • Appropriately balances needs, desires, local realities with cost, available resources and constraints.
  • Recognize when to escalate appropriate or specific situations to the next higher level of expertise
Global Focus:
  • Seek to understand the politics and business practices in ASIA Pac, EMEA, North, South and Central Americas. Considers whether there are obstacles to overcome to achieve stated business outcomes in a specific country.
  • Look at best practices from others to determine if there is alignment with desired outcomes according to procedures and policies and organization's brand strategy.
Who You Are
  • Excellent oral and written communication skills; must be able to write clearly and effectively
  • Ability to work under pressure and meet various deadlines in a fast-paced environment
  • Demonstrated ability to lead change initiatives
  • Exceptional organizational and planning skills, strong analytical abilities, and process orientation
  • Understand and familiar with hotel quality standards and service standards
  • Experience working with hotels located in international markets
  • Willing to work a flexible schedule in order to communicate with hotels located around the world in varying time zones.
  • Comfortable providing presentations and public speaking
  • Proven experience with business requirements gathering/analysis and documentation
  • Experience with Salesforce, and Salesforce Marketing Cloud
  • Learning and video content management systems (LMS, VCMS)
  • Experience with Atlassian suite: JIRA, Confluence
  • Strong technical writing skills and experience
  • Intermediate experience and knowledge of Microsoft Excel.
  • Knowledge of applicable data privacy practices, laws and compliance requirements
  • Experience or knowledge of Hotel operations and Hotel IT function
  • Seeks to understand the politics and business practices in ASIA Pac, EMEA, North, South and Central Americas. Considers whether there are obstacles to overcome to achieve stated business outcomes in a specific country.
  • Analytical experience in the areas of digital, business, marketing & customer intelligence, segmentation, and market research.
  • Experience in web analytics tools (Adobe Analytics or Google Analytics)
  • Experience with tag management solutions such as Google Tag Manager, Adobe Launch or Tealium (preferred)
  • Working knowledge of omnichannel digital analytics technologies and a high aptitude for working with data visualization technologies (dashboards) and data schema(s)
  • Experience with BI Reporting Platforms (Power BI, Tableau, Data Studio, etc.)
  • Data visualization / storytelling - able to turn data into impactful storytelling and tailoring it to specific audiences.
  • Experience querying relational databases using T-SQL is an asset.
What You Bring
  • 2 to 3 years of related IT and analytical experience applied in technology.
  • College or University degree in technology or Business Administration, with emphasis on IT preferred.
  • The applicant will demonstrate a strong understanding of reporting, analytics and an understanding of project delivery.
All internal applications must be submitted and approved in Workday by July 1, 2024.

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.

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