Director, Resident Experience and Digital

6 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.

Director, Resident Experience and Digital

Primary focus is to lead and advance initiatives to enhance the experience of our Residential homeowners and Residential employees from a brand and operations perspective to deliver the ultimate brand promise. This role will prioritize homeowner experience over internal business structure and will be focused to drive and delivery the experiences that exceed homeowner needs.

The role must lead and enhance all phases of the homeowner experience by leveraging people, processes, and technology to provide best-in-class, luxury living experiences. The scope of this role covers all type of residential product lines, including private residences, standalone residences, residence clubs, and rental.

Working in collaboration with Directors of Residences and the Residential community, insights teams, IT, Elite, Digital, Journeys, P&C, Residential Sales and marketing, Residential Property Management and Operations, Hotel Operations and third-party vendors, this person will lead the development and execution of the residential experience journey. This includes delivering and executing the Residential Signature Services and crafting a multi-year roadmap and KPIs to achieve this.

The role also acts as the product owner and lead for all residential technology related to Resident Experience working very closely with Director of Residential IT and consultants.

What You’ll Be Doing:

Resident Experience

Drive and enhance the homeowner experience in all phases of the project lifecycle. Support the development of a thorough understanding of the resident journey — particularly the elements that require genuine service with heart — while defining the “key moments that matter,” and crafting a roadmap to drive OKRs.  Drive the development of the multiyear strategy (both short term and long term) to determine and layout the ultimate Resident Journey and Experience enhancement roadmap. Determine business priorities across multiple initiatives based on what is required from Residential Experience perspective. Partner closely with the Residential Operations, Property Management, Residential sales and marketing, Commercial, Elite, Hotel Operation and IT teams to gather input and leverage any company wide initiatives to increase synergy and integration. Gain alignment and achieve defined outcomes across multiple cross-functional projects and initiatives working with cross functional teams. Leverage Residential Data and Insights to priorities and strategy our areas of focus. Support the development of Residential best practices, tools, and plans for the current and future needs of the properties. Lead the implementation of all corporate residential initiatives into the properties working very closely with Directors of Residences, hotel operations, General Managers etc.

Product

Development and management of Resident focused digital experiences, and accountable for the performance and lifecycle of these products. The role will create, own and groom the residence product roadmap, leading conception, planning, implementation and launch while maintaining relations with cross-functional stakeholders. The role will foster collaboration amongst other product owners, and cross-functionally as they represent both the voice of the guest and service provider. Drive Resident and user satisfaction Think for the future and generate leading ideas. Design product innovations and new features

Other

Support the Residential Operations team with relevant corporate and global initiatives, including helping define and establish implementation guidelines as part of the pre- and post-opening processes. Assist in Pre-Opening project work as required.

What You Bring:

University Degree: Business, Residential, Property Management, or Real Estate Hotel Management Master of Business Administration a plus 8-10+ years of related experience and/or leadership operational roles in luxury hotel and residential projects. Minimum of 3+ years in a similar leadership role. Intermediate/advanced level of hotel and residential management industry and operations Intermediate/advanced understanding of Property Management & Property Operations. Strategic, analytical, and strong business acumen. Advanced level of the branded residential / real estate and vacation home market and industry. Advance level of understanding of technology systems used in operations. Advanced level of understanding of digital experiences Advanced user of Excel, Word, PPT, Visio etc.

Key Skills/Who You Are:

Strong interpersonal and relationship-building skills to work with cross-functional teams; to negotiate for resources and influence stakeholders; and to gain acceptance of and commitment to plans, ideas, initiatives. Motivated to work independently with a remote team. Self-starter and resourceful. Ability to implement new policies and procedures better aligning organizational needs. Excellent written and verbal communication skills to prepare and deliver reports, effective presentations and to facilitate meetings. Promoter of a continuous learning environment that creates an atmosphere for professional development opportunities. Serve as a role model for others by demonstrating appropriate business conduct and ethical principles. Continuously seek to improve/develop the performance of others and continuously strive to improve his/her own performance. Excellent analytical skills and strong focus on detail and accuracy. Adept at ideation, structuring of concepts. Effectively problem solve by understanding and fixing the root cause. Excellent verbal and written communication skills. Strong research and fact-finding skills Superior organizational and time management skills. Negotiation and tactical thinking, superior judgment. Ability to work under pressure and manage multiple work streams under minimal supervision Strong problem solving, decision making, conflict resolution and strategic thinking skills.

Travel:

As necessary for completing assignments, approximately 45 days per year.

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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