Director of Guest Experience Enhancement

2 weeks ago


Toronto, Ontario, Canada Four Seasons Hotels and Resorts Full time
About Four Seasons Hotels and Resorts

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. Our company culture enables us to deliver exceptional guest experiences.

In this role, you will be responsible for the technical implementation of our customer experience enhancements. This includes guest sentiment analysis and activation projects, as well as close collaboration with cross-functional teams to integrate systems and oversee systems integrations and core platform management.

Key Responsibilities:

  1. Define and monitor key metrics to track and manage the health of the customer database used for guest sentiment analysis and activation efforts.
  2. Manage business rules and processes for customer subscriptions within the CX system, ensuring accurate and compliant database management.
  3. Ensure privacy and security compliance for the customer database, collaborating with Commercial and legal teams as needed.
  4. Provide guidance and support to technical teams and developers on best practices for database management and CX system utilization to optimize guest profile building and lead generation initiatives.


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