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