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Lead the optimization of Golden including Golden EXP and implementation of new features to ensure consistency and effectiveness across properties.
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Provide strategic guidance on guest recognition practices, ensuring alignment with Four Seasons' service philosophy and the guest recognition strategy
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Identify adoption gaps in the utilization of Golden; provide underperforming properties with targeted coaching and action plans designed to improve adoption rates and performance.
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Work closely with the Golden Team to support the development and rollout of new initiatives.
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Lead Golden tool and guest recognition program on-property / virtual training and operational support for new hotel openings (minimum two weeks per property).
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Deliver intensive training on guest recognition programs, Golden and other guest recognition tools to drive adoption and best practices.
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Develop tailored guest recognition strategies to fit the unique needs of each property.
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Provide training, focusing on profile management and guest recognition integration with Golden.
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Assist with developing and maintaining training materials, including e-learning modules, quick reference guides, and best practices.
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Track monthly performance dashboards to evaluate the effectiveness of Golden and guest recognition practices.
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Conduct regular follow-ups and coaching to address operational challenges and drive continuous improvement.
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Utilize guest feedback and data insights to enhance training programs and guest recognition strategies.
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Work with hotel teams to identify and implement new tools and processes that support guest recognition initiatives.
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Minimum 5+ years in luxury hotel and/or resort operations, with expertise in guest recognition, front office, and service excellence.
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Bachelor's degree in hospitality management, Business Administration, or related field preferred.
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Proven experience conducting learning needs assessments and developing clear, measurable learning objectives.
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Skilled in designing and delivering adult learning programs and resources across a variety of formats, including in-person, virtual, and self-paced learning.
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In-depth knowledge of adult learning principles and best practices across multiple learning formats.
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Strong background in training, coaching, onboarding, and creating learning experiences that enhance service consistency, performance, and guest recognition efforts.
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Demonstrated ability to collaborate across departments and regions, fostering a culture of continuous learning and cross-functional alignment.
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Excellent communication, interpersonal, and leadership skills, with the ability to engage and support teams both on-site and remotely.
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High adaptability to evolving guest expectations, brand standards, and industry trends.
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Proficient in Rooms Division and guest management systems, including Golden, Golden EXP, Opera PMS, HotSOS, KEY, Rex, and Messenger.
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Deep understanding of the travel and hospitality industry, with a focus on luxury service operations and personalization strategies.
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Skilled in using authoring tools and experienced with Docebo LMS.
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Advanced proficiency in Microsoft Office, including PowerPoint and Excel.
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Excellent time management and organizational skills, with the ability to manage multiple global projects simultaneously.
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Willingness to travel internationally (approx. 30%) and work flexible hours to support pre-openings, system rollouts, and training needs across time zones.
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Structured and strategic thinker with strong problem-solving and analytical skills.
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Strong communicator with ability to understand and communicate complex ideas.
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Highly organized.
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Critical thinker with proven ability to problem solve.
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Possesses maturity, humility, and situational sensitivity; able to manage conflict constructively.
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Works effectively in situations where information in ambiguous and adapts approaches as required.
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Ability to handle competing priorities and re-prioritize as required.
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Highly developed interpersonal skills with ability to effectively engage and influence leaders and team members across the organization.
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Possesses a continuous improvement mindset and takes personal responsibility and ownership as a self-starter.
