Product Manager, Stay

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.

Product Manager, Stay

We have an exciting new opportunity as a Product Manager, Stay reporting to the Group Digital Product Director – Hotels & Resorts. The Product Manager, Stay will be responsible for managing and executing the digital product strategy and roadmap that enhances the guest experience during their stay.

Working in collaboration with the Product Design, Guest & Insights, Data Analytics, IST, Operations and third party vendors, this role will support the development of a thorough understanding of the guest journey health—particularly during the guest's stay—while defining the "key moments that matter," and to execute the product roadmap to drive OKRs.   

The ideal candidate will be able to conduct in-depth analysis of user behavior, market trends, and competitor offerings to inform product decision.

The ideal candidate has a strong background in hotel or travel digital products, particularly those that enhance the guest experience during their stay, a strong understanding of digital technologies, a passion for user experience, and a track record of successful product launches.

What You'll Be Doing:

Product Management

• Prioritize guest / staff experience over internal business structure.
• Integrate across the organization to drive a cohesive Stay experience for guests regardless of platform.
• Health across the Stay phase of the customer journey.
• Create, manage, and maintain shopping related digital product roadmap.

Performance Management

• Conduct business performance reviews.
• Conduct Monthly, Quarterly Stakeholder management meetings.
• Analyze guest behaviour based on product usage.
• Identify forward looking guest behaviour trends.
• Generate insights that lead to new product features closing performance gaps.

Innovation

• Think to the future and generate leading ideas.
• Design product innovations and new features.
• Partner closely with Product Design to shape the future of our guests Digital Stay experience.

What You Bring:

• Bachelor's degree in Business, Computer Science, Design or a related field is required.
• 7+ years of experience in a fast-paced environment.
• Proven track record in delivering best-in-class digital experiences and product. 
• Experience in digital product management within the hotel or travel industry.
• Experience in UX design and development.
• Experience working under Scrum/Agile environments.
• Proven track record of advancement and high performance.
• Technical background or strong technical understanding to effectively communicate with engineering teams and make informed product decisions.
• Expertise in grooming and prioritizing product backlogs of large, consumer-facing digital products and services.
• Proven ability to operate as a strategic thinker able to identify the long term impact of solution decisions with an eye on avoiding technical debt.
• Prior experience working with Agile/Scrum frameworks.
• Prior ecommerce experience preferred.
• Knowledge of Front-end development and mobile app development technologies.
• Knowledge in SQL, relational and non-relational databases.
• Knowledge in working with REST APIs and JSON objects.
• Knowledge in working with Adobe Analytics, Google Analytics, Firfebase, Google Data Studio.
• Prior hospitality experience preferred. Knowledge in working with Hotel Systems is an asset.
• Familiar with accessibility and privacy laws (ADA, AODA, WCAG, GDPR, CASL, CCPA, PIPL) 
• Knowledge of business, marketing and e-commerce practices highly desired.
• Proficiency in Word, Excel and PowerPoint, Figma, InVision, Canva, Keynote, and Adobe Creative Cloud required.
• Proficiency in working with CMS platforms.

Key Skills/Who You Are:

• Guest Centric Minded: Laser focused on the guest, and designing experiences and products that best meet their needs during those moments that matter most
• Delivery Success: Proven track record of taking a product from ideation through stakeholdering, planning, implementation and launch
• Problem Solver: An ability quickly break down ambiguous problems no matter the context. The skill to identify root causes at pace, and synthesize an approach to problem investigation and resolution
• Analytical Mindset: An ability to interpret data in order to arrive at next level guest insights and translate into a roadmap of features, actions and hypothesis to validate with test and learn practice
• Communication & Storytelling: Skilled in the ability to construct experience narratives, deliver clear and concise presentations, and to confidently guide discussions / facilitate workshops
• Team Builder: A proven ability to lead and develop others especially junior resources.
• Create Buy-In: Develops strong relationships across all functions and management levels, generating continuous collaboration, iteration, input, and buy-in from others.  
• Proactive Self-Starter: Delivers results while managing multiple priorities with lean resources in a dynamic and ever-changing environment; resilient and can operate autonomously
• Ability to deal professionally, courteously and effectively, with all levels of management and other internal and external business contacts.
• Takes initiative to solve problems and deal with unexpected issues and follow-up to completion.
• Strong understanding of travel and hotel technology; A/B testing; and analytics platforms.
• Strong understanding of front-end, back-end, and middlware software development on web, mobile app, and other platforms.
• Strong understanding of User experience and Digital Product Design.
• Strong program management skills in delivering complex software, and operational projects.
• User-story writing and backlog grooming.

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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