Coordinator, Digital Operations

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.

Coordinator, Digital Operations

As the Coordinator, Digital Operations, you will be the liaison between the Home Office digital team and hotel staff providing timely support for existing corporately developed applications.  Your strong communication skills, coupled with your ability to quickly assess, prioritize, and follow up, will have a significant impact in reducing business disruptions and ultimately ensuring Four Seasons consistently delivers on its best-in-class guest experience.

What You’ll Be Doing:

• Act as a liaison between the Home Office digital team and hotel staff.
• Respond to escalated Service Now helpdesk requests and ticket items.
• Engage with hotel teams to provide support and training resources to ensure effective usage of hotel systems.
• Assist with communications to the hotels to ensure awareness and preparedness for digital product deliveries, training timelines, rollout plans and any downtimes.
• Work with Learning and Development to create training scenarios, use cases, and how to documentation.
• Create product documentation for internal team usage and ensure material is kept up to date.
• Review digital platform usage and update monthly KPIs, goal metrics, and perform ad hoc reporting.
• Assist Manager, Digital Ops with monthly report card creation and tracking.
• Work with IT teams to QA and UAT various enhancements and bug improvements.
• Laisse with vendors to identify gaps in expected results while conducting UAT.

What You Bring:

• Bachelor’s degree/ Two years of college or equivalent work experience.
• 2+ years of experience in hospitality and/or service-related positions.
• Has had experience working with a troubleshooting ticket system.
• Has experience responding to technical questions.
• Has experience conducting user acceptance testing.
• Strong written and verbal communication skills.

Key Skills/Who You Are:

• Identifies technical support trends.
• Highlights areas of opportunity for training.
• Promotes effective communication.
• Ability to work well under pressure.
• Responds to support tickets in an effective & timely delivery.
• Encourages sharing of innovative ideas inside and outside the organization.

Proficiency in the Following:

• Microsoft Word
• Microsoft PowerPoint
• Microsoft Excel
• Sharepoint
• Jira
• Confluence

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.