Director, Digital Planning & Integration

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.

Director, Digital Planning & Integration

The exciting opportunity will oversee the development and execution of digital initiatives to enhance guest experiences and optimize hotel operations. This role involves collaborating with cross-functional teams, managing multiple projects, and leveraging technology to drive digital transformation. The ideal candidate will possess strong project management skills, experience in digital operations, and the ability to lead and inspire a team.

What You’ll Be Doing:

Training and Support Responsibilities

• Collaborate with Learning and Development (L&D) to innovate training delivery and measure compliance and adoption.
• Conduct assessments to identify gaps in adoption and training and develop strategies to address them.
• Assist with conducting semi-annual employee feedback surveys to ensure digital operations are delivering exceptional service.
• Cultivate relationships with Hotel Champions to drive digital transformation and empower them within their properties.

Reporting and Documentation Responsibilities

• Develop methodologies to report on hotel technology usage and effectiveness (e.g., Chat, Staycomms, KEY, HotSOS).
• Regularly review digital platform usage and update monthly Key Performance Indicators (KPIs) and goal metrics.
• Develop and maintain a monthly digi ops report card
• Analyze trends in digital platform usage to inform strategic decisions.
• Provide insights and reports on digital initiatives to stakeholders and senior stakeholders.

Project Management and Delivery Responsibilities

• Develop, execute, and maintain digi ops roadmap.
• Collaborate with commercial, IT, L&D, and Integration teams to align and integrate digital operations.
• Manage new opening digi ops critical path to ensure new hotels are opened with the latest digital products and training.
• Ensure compliance of new and existing products with FS policies and security measures.
• Lead and mentor a high-performing team, providing guidance and support to achieve goals.
• Act as the primary liaison between the Home Office digital team and other divisional project managers, ensuring alignment of digital strategies.
• Manage multiple projects, ensuring efficient coordination and prioritization.
• Identify and address project bottlenecks, proactively communicating risks to stakeholders.
• Develop contingency plans to resolve issues and maintain project momentum.
• Provide operational design and functionality insights to delivery leads.
• Collaborate with cross-functional teams to refine project scope and requirements.

What You Bring:

• Minimum of 5-7 years of project management experience, preferably in digital operations, hospitality, or a related field.
• Proven track record of managing and executing digital transformation projects.
• Bachelor’s degree in Business Administration, Information Technology, Hospitality Management, or a related field.
• Project Management Professional (PMP) or equivalent certification.
• Advanced Microsoft Excel Skills: Proficient in using Microsoft Excel for data analysis, reporting, and visualization, with the ability to create complex formulas, pivot tables, and charts to support decision-making and operational insights.
• Advanced Microsoft PowerPoint Skills: Proficient in using Microsoft PowerPoint for creating presentations for executive management and reporting.
• Knowledge of Program Management Tools and Methodologies: Proficiency in project management methodologies (e.g., Agile, Scrum, Waterfall) and project management software (e.g., Jira, Trello, Asana, Microsoft Project).
• Understanding of Digital Marketing Tools: Familiarity with digital marketing tools and platforms used in the hospitality industry, such as customer relationship management (CRM) systems, email marketing platforms, and online booking engines.
• Knowledge of Mobile Applications and Technology Trends: Stay updated on mobile applications and emerging technology trends in the hospitality sector, leveraging insights to enhance guest experiences and optimize operational efficiencies.
• Basic Understanding of Networking and IT Infrastructure: Knowledge of networking principles and IT infrastructure within a hospitality setting, facilitating effective collaboration with IT teams and vendors to support digital initiatives.
• Strong Data Management and Reporting Skills: Ability to gather, analyze, and interpret data from various sources to generate actionable insights and reports that support operational decision-making and performance optimization. Proficiency in data analysis tools (e.g., Excel, Tableau, Power BI).

Key Skills:

• Effective Stakeholder Engagement: Proficient in communicating with stakeholders of varying technology and operations expertise, adapting communication styles to ensure clarity, and understanding across diverse audiences.
• Strong Analytical and Problem-Solving Skills: Demonstrates a strategic approach to problem-solving, utilizing analytical abilities to assess complex situations, identify root causes, and develop effective solutions that drive operational efficiency.
• Adaptability and Resilience: Thrives in a fast-paced environment, adept at managing multiple priorities and deadlines under pressure, while maintaining a high standard of performance and delivering results.
• Professionalism and Integrity: Upholds a professional demeanor in all interactions, exhibiting integrity, confidentiality, and ethical behavior in accordance with organizational standards and values.
• Flexibility and Commitment: Willingness to adapt to a flexible work schedule as needed to fulfill major responsibilities and tasks, demonstrating a strong commitment to achieving business objectives and supporting team success.
• Collaborative Team Player: Works effectively within cross-functional teams, fostering collaboration, sharing insights, and contributing to a positive work environment that promotes innovation and continuous improvement.
• Strategic Thinker: Demonstrates the ability to think strategically and translate insights into actionable plans, aligning operational activities with overarching business goals and digital transformation strategies.
• Attention to Detail: Exhibits meticulous attention to detail in documentation, reporting, and project management, ensuring accuracy and precision in all aspects of work to achieve operational excellence.
• Clear and Effective Communication Skills: Ability to write clearly and concisely, conveying complex information in a straightforward manner to various stakeholders, including staff with varying levels of technology and operations knowledge.
• Exceptional Organizational Skills: Highly organized with the ability to effectively prioritize competing requests, manage multiple projects simultaneously, and allocate resources efficiently to meet deadlines and achieve project objectives.
• Attention to Detail and Accuracy: Maintains meticulous attention to detail in all tasks, ensuring accuracy in documentation, reporting, and project management to uphold quality standards and operational integrity.
• Time Management and Task Prioritization: Efficiently manages time and resources, adept at prioritizing tasks based on urgency and importance, while maintaining focus on key objectives and project deliverables.
• Leadership and Team Collaboration: Collaborates effectively with cross-functional teams, demonstrating leadership qualities by fostering a collaborative work environment, mentoring team members, and driving collective success towards common objectives.
• Continuous Learning and Professional Development: Exhibits a commitment to continuous learning and professional growth, staying updated on industry trends, technological advancements, and best practices to drive innovation and excellence in digital operations management.
• Customer Focus and Service Excellence: Places a strong emphasis on guest satisfaction and service excellence, leveraging digital solutions to enhance guest experiences, improve operational efficiency, and drive business growth.

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.