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. The specialist role will be actively engaged with all aspects of projects and platforms handled by the Hotel Information Systems team. Major responsibilities include issue escalations, application support for Opera PMS and other hotel systems. This role will also maintain system standards and configuration documentation, shells while assisting with application upgrade planning and new opening implementations. Key Responsibilities: Provide application support to end users and other support teams Maintain hotel systems standards in SharePoint Escalate critical issues with vendors Assist with creating standardized documentation for global deployments Documents and ensuring new application standards are added into hotel systems standards for new openings Host new opening calls for Hotel Systems managed by the team Manage Hotel System Team leader calendar Create PowerPoint presentations for hotel systems meetings What You’ll Be Doing System Support & Escalations Work with internal teams to identify possible solutions for high priority escalated issues Serve as the corporate point of contact for hotels to escalate urgent core hotel systems issues to vendor and internal support teams Test, document and share solutions with internal support teams and hotels Submit and monitor common feature functionality requests from hotels and Corporate Project Teams to vendors Document known issues for system version releases Work with various vendors to review, understand and improve functionality and integrations System Standards Maintain and update hotel application systems standards database on SharePoint Maintain Hotel Systems Knowledge base Maintain application shell/templates of core hotel systems Maintain hotel system standards for hotels and vendor’s implementation teams Keep track of current system and database versions Document and maintain hotel systems interface standards Assist with developing system standards System Implementations Coordinate and roll out quarterly Opera system changes Ensure settings are correct for mobile app interface on new properties Aid in managing the approval process for version releases Assist hotels in major upgrade planning Manage implementations of major hotel systems, including keeping timelines and schedules Stakeholder Relations Develop and maintain relationships with business stakeholders (Room Operations, Finance and Commercial) Provide continuous support and training to Hotel Information Systems team and other internal support teams Other Perform special projects as requested by management Perform ongoing testing with the mobile app team Perform regressive testing for Opera Version changes Perform testing prior to hotfix implementation Who You Are: Communication Effectively translates/explains technical requirements to business stakeholders Presents in a professional, polished and succinct manner Creates clear and concise written information using appropriate content, format and structure Delivering Results Tackles unforeseen problems and challenges with energy and persistence Is prepared to go outside own area and work cross functionally to help resolve issues Actively seeks knowledge and skills to improve performance and continuously reviews own progress against goals and objectives Flexibility/Adaptability Readily adapts to new roles, tasks or processes and is willing to work outside own job boundaries as necessary Readily accommodates unforeseen changes in day-to-day work to deal with a situation or to reach a goal and understands the need for flexibility in response to evolving circumstances Able to effectively handle multiple conflicting priorities Planning and Organizing Prioritize tasks to be achieved and determine necessary resources to achieve short term activities for self and others Generates action lists to break down tasks and activities, creating clarity for team members and setting expectations Manages own and others time efficiently, effectively communicates and delegates tasks Professionalism and Integrity Does whatever it takes to fully understand and address the needs of internal and external customers, stakeholders and employees Works flexibly and with others to achieve results and encourages others to do the same Is approachable, open, honest and consistent; holds people to account for delivery of objectives and demonstration of appropriate behaviors What you bring: Extensive PMS or ORS experience is required Experience with rapid response application systems is preferred Hotel application knowledge on Payment Gateways, Rapid Response, Sales & Catering, Membership Systems, Golf & Activity applications, etc. is an asset A College or University degree Three+ years’ experience with hotel systems Intermediate experience and knowledge of Microsoft Excel, Word, Visio and MS project Excellent PowerPoint Skills 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. Dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality, Four Seasons can offer what many hospitality professionals dream of -the opportunity to build a life-long career with global potential and a real sense of pride in work well done.
