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Company: Four Seasons Hotels
Location: Toronto, ON
Job description: 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.
Senior Analyst – Product Lead, Pre-Arrival, will provide support and accountability for the stay related stages of the customer journey. The Senior Analyst will play a critical role in bridging the gap between business stakeholders and technical teams by translating business needs into clear and concise user stories and requirements.
Working in collaboration with the Product Design, Guest & Insights, Data Analytics, IST, Operations and third party vendors, this role will support the development of a thorough understanding of the guest journey health—particularly the Pre-Stay and Stay phases—while defining the “key moments that matter,” and to execute the product roadmap set by Product Owner, Stay and Arrival to drive OKRs.
The Senior Analyst will be responsible for conducting in-depth analysis of user behavior, market trends, and competitor offerings to inform product decision.
This individual will foster collaboration amongst other business analysts, product owners, delivery leads, and cross-functionally as they represent the voice of the guest.
This role is based in Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to the Product Owner, Arrival & Stay. This role involves interactions with primarily internal stakeholders at various levels.
What You’ll Be Doing:
Product Management
- Prioritize guest / staff experience over internal business structure.
- Collaborate with Digital Product Owner and stakeholders to define the product strategy, identifying market opportunities, and crafting product roadmaps.
- Partner with cross-functional teams to collect and prioritize product requirements, ensuring alignment with business goals, customer preferences, and current market trends.
- Perform comprehensive market research and competitor analysis to identify emerging market trends, customer pain points, and opportunities for product differentiation.
Performance Management
- Analyze guest behaviour based on product usage.
- Conduct regular product performance reviews.
- Identify emerging guest behaviour trends and opportunities for improvement.
- Generate insights that lead to new product features addressing performance gaps.
Innovation:
- Cultivate forward thinking strategies and innovative ideas.
- Develop product innovations and new features.
- Partner closely with Product Design to shape the future of Seamless Arrival & Stay
What You Bring:
- 2+ years of experience working on a large-scale project as well as handling day-to-day operational requests from business.
- 2 – 5 years of experience as a product lead / business analyst or similar role, with a track record of successfully launching and managing digital products
- Bachelor’s degree in business or equivalent is required.
- Experience in grooming and prioritizing product backlogs of large, consumer-facing digital products and services.
- Technical background or strong technical understanding to effectively communicate with engineering teams and make informed product decisions.
- Proven ability to operate as a strategic thinker able to identify the long-term impact of solution decisions with an eye on avoiding technical debt.
- Prior hospitality experience preferred.
- Strong understanding of hospitality change management, training and program deployment
- Strong program management skills in delivering complex software, and operational projects.
- User-story writing and backlog grooming.
Technical Skills:
- Knowledge of Front-end development and mobile app development technologies
- Knowledge in SQL, relational and non-relational databases
- Knowledge in working with REST APIs and JSON objects.
- Knowledge in working with Adobe Analytics, Google Analytics, Firebase, Google Data Studio
- Knowledge in working with Hotel Systems is an asset.
- Familiar with accessibility and privacy laws (ADA, AODA, WCAG, GDPR, CASL, CCPA, PIPL)
- Knowledge of business and marketing practices highly desired
- Proficiency in Word, Excel and PowerPoint, Figma, InVision, Canva, Keynote, and Adobe Creative Cloud required.
- Proficiency in working with CMS platforms.
- Strong understanding of front-end, back-end, and middleware software development on web, mobile app, and other platforms
- Strong understanding of User experience and Digital Product Design
- Strong understanding of Scrum/Agile development methodologies
Who You Are:
- Guest Centric: Dedicated to prioritizing the guest experience, by crafting tailored products and experiences that resonate during crucial moments.
- Agile Problem Solver: An ability to quickly break down complex problems across various contexts. The skill to swiftly identify root causes and formulate clear, concise solutions.
- Strong Communicator: Exceptional written and verbal communication skills, with the ability to effectively communicate technical and non-technical information to stakeholders at all levels.
- Effective Collaborator: A proven ability to work effectively and productively with internal and external stakeholders.
- Curious Mind: Actively seek out relevant resources to deliver high-quality products; resilient and can operate autonomously.
- Productive self-starter who is flexible, co-operative and receptive to challenge
- A positive and professional attitude
- Proactive and solution driven.
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.
Four Seasons is a global luxury hotel management company that believes in creating exceptional experiences for guests, residents, and partners. They prioritize treating everyone with respect and creating lasting impressions. The company is committed to supporting cancer research and advancing diversity and inclusion. They are looking for a Senior Analyst – Product Lead, Pre-Arrival to bridge the gap between business stakeholders and technical teams, prioritize guest and staff experience, and drive product innovation. The ideal candidate will have experience in product management, strong technical skills, and a guest-centric mindset. This role is based in Toronto and will involve a hybrid working model. Four Seasons is dedicated to providing accommodation for employees in accordance with human rights and accessibility laws.
Job Description
We are currently seeking a motivated and dynamic individual to join our team as a Customer Service Representative. This position is responsible for providing exceptional customer service to clients, handling inquiries and resolving complaints in a professional and timely manner.
Key Responsibilities:
– Answering customer inquiries via phone, email, and in person
– Resolving customer complaints and conflicts
– Processing orders and returns
– Providing product information and pricing
– Maintaining customer accounts and records
– Collaborating with other departments to ensure customer satisfaction
Qualifications:
– High school diploma or equivalent
– Previous customer service experience preferred
– Excellent communication and interpersonal skills
– Strong attention to detail
– Ability to multitask and prioritize in a fast-paced environment
– Proficiency in Microsoft Office applications
If you are a team player with a passion for providing top-notch customer service, we encourage you to apply for this exciting opportunity. Join our team and help us deliver exceptional service to our valued clients.
Expected salary:
Job date: Fri, 15 Mar 2024 02:47:14 GMT
