Manager of IT – Revenue Management

7 months ago

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 Director, Central Reservations Technology, this role will be an internal shared service role, working closely with the Global Revenue and Channel Distribution team as well as the Leaders in our Commercial department. This person will be instrumental in partnering with the business on all revenue and distribution strategies in optimizing channel mix to drive revenue and ensuring that IT platforms & services are creating value for the business. They will have strong subject matter expertise in the systems and platforms they oversee, identifying and communicating with system users opportunities to maximize their use for achieving our key strategic initiatives. They will be challenged to find practical as well as innovative solutions to complex problems and align them within the Revenue & Distribution departments, partnering with system vendors where necessary to drive development and ensure overall platform health and seamless integration to other Four Seasons systems.

This role is based in Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to the Director, Central Reservations Technology. This role involves interactions with primarily internal stakeholders at various levels.

What You’ll Be Doing

Strategic/Business Plan:

Develop, innovate and lead the Revenue Management & Distribution technology roadmap in partnership with Four Seasons’ Revenue Management and Distribution teams and our system vendors.

Partner with the business to ensure seamless rollout of new features & on-going operations excellence of these enhancements across all properties.

Interface with external industrial and academic organizations in order to maintain state-of-the-art knowledge in emerging technologies.

Ensure projects and initiatives related to the systems overseen are in alignment with and support our overall strategic plan

Operations Management:

Track and report on system uptime and overall platform health of Revenue Management and Distribution systems

Work with the business users and system vendors to identify and prioritize key functionality enhancement requests. 

Is a key participant in driving the product roadmap in support of Four Seasons’ evolving user and business requirements.

Monitor and escalate, when necessary, any support cases raised with vendors, holding them accountable for their contracted SLAs.

Develop and maintain standards for system setup and configuration to ensure optimal system performance and interaction with other Four Seasons systems.

Develop strategies for system deployments and/or upgrades at scale while minimizing costs, downtime, and operational impact to the business users.

Establish and maintain regular written and in-person communications with the organizations’ leaders and end users regarding pertinent IT activities.

Financial Management:

Provide inputs on technology budgets related to IT implementation, on-going operations, and maintenance.

Administration of vendor, outsourcer, and consultant contracts and service level agreements.

Helps drive user adoption and system feature utilization to maximize ROI on technology spend.

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

Skilled in the ability to communicate complex challenges, risks and options analysis that drives stakeholders’ alignment. 

Ability to collaborate with internal and external cross-functional teams to solve problems and implement new solutions that are aligned with the commercial strategy and the products’ roadmaps.

Demonstrated ability to lead change initiatives.

Strong customer service orientation.

Exceptional organizational and planning skills, strong analytical abilities, and process orientation

Highly results oriented with experience increasing top line revenue and driving ROI via Technology

Agile/Project Management skills experience (Monday.com, JIRA, Confluence)

Experience with data & analytics visualization tools (e.g. PowerBI) is an asset.

Knowledge of applicable data privacy practices, laws and compliance requirements

What You Bring

A minimum of 5 to 7 years’ of progressive experience in Information Technology. 

Must have been involved in revenue management & distribution projects, project managed partner implementations and become a trusted partner with your business partners in a complex and globally distributed hotel brand. 

Experience working in Hotel Operations (Front Desk, Reservations, Revenue Management) is an asset but not required.

Post-Secondary degree, preferably in Hotel Management

Deep knowledge in the areas of Revenue Management (IdeaS) and Hotel Distribution systems (Sabre SynXis, DHISCO, Derbysoft, Shiji). 

Experience with hotel operational and revenue management & distribution technologies (Opera PMS/ORS, Symphony POS, IDeaS G3 RMS, IDeaS RevPlan, Amadeus – Travelclick).

Demonstrate a strong understanding of budgets, financial rigour, project delivery and operational excellence.

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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