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 Business Analyst, Hotel Information Systems will report into our Technology, Data & Innovation Team and will be responsible for all business analysis tasks related to all major hotel systems, with a strong emphasis on Spa and Membership systems. This individual will participate in projects that touches hotel systems and will work with application owners and users to ensure new systems/functionality meets future business requirements while maintaining or improve current business practices.

This role is based in Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to the Manager, Hotel Information Systems. This role involves interactions with primarily internal stakeholders at various levels.

What You’ll Be Doing

Business and Systems Analysis and Project Management:

Planning, soliciting and defining business requirements from multiple disciplines for all projects related to hotel operations systems

Development of business requirements documents, use cases, test scenarios, implementation and training plans and guides as well documenting business processes and procedures.

Work with business disciplines (Spa Operations) on business process improvements and identify existing functionality or submit enhancement requests to support these improvements.

Work with Hotel Information Systems Managers and business disciplines for selection and next generation system planning.

Learn and maintain an understanding of business needs and system functionality. Become the subject matter expert in IT for these applications.

Systems Planning, Implementation and Upgrade Management:

Coordinate implementation and testing in lab environments.

Assist hotels with Critical Paths of major systems implementations and upgrades.

Coordinate various systems implementations for new openings.

Maintain list of approved systems and software versions, PA-DSS compliance and compatibility charts of key hotel operations systems.

Monitor releases of software and manage upgrade process with hotels’ IT. Coordinate testing of new releases where appropriate.

Manage the approval process for version releases according to change management requirements.

Work with multiple business disciplines including Finance and Central Systems Support to ensure compatibility of standards, and to provide custom solutions to unique hotel situations

Systems Standards and Documentation:

Create and maintain configuration standards and vendor implementation guides for major hotel operations systems to support business processes and standards, PCI compliance, systems security, audit and control requirements and to support new marketing and operations initiatives. 

Review new functionality introduced in new software releases and incorporate those applicable to Four Seasons into the corresponding application’s systems standards Hotel Operations Systems Standards.

Maintain software “shells” and lab environments of key hotel operations systems.

System Support:

Troubleshoot technical issues and escalate urgent issues reported by hotels to vendors’ attention

Monitor reported issues. Track and document known issues for various releases and inform hotels accordingly.

User support for hotel operations systems. Answer questions regarding functionality from Hotels and Home Office.

Maintain and prioritize common feature functionality requests from hotels and present those to vendors as enhancements

Who You Are

Communication:

Effectively translates/explains technical requirements to business stakeholders

Delivers complex messages clearly and with sensitivity to others needs, cultures, background and knowledge

Clarifies issues to ensure understanding, listens attentively and asks follow up questions

Delivering Results:

Detail oriented, self-motivated and innovative

Consistently looks for feedback to drive performance improvement

Shows initiative, looks for changes or improvements in own work area and shows willingness to take on new responsibilities

Delivers on promises and can be trusted to do what they say they will do

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 And Adaptability:

Actively supports and participates in new programs, processes and ways of working

Can multi-task and handle multiple assignments and priorities

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

Excellent people skills; ability to participate on multi-disciplinary work teams

Creative And Innovative:

Keeps current with new approaches, relevant information, best practice industry standards and research

Displays curiosity and imagination, is open minded and appropriately challenges the status quo

Easily adapts to new opportunities

Is always looking for ways to improve things and achieve better results in the context of own work situation

Is open to trying new and different processes and experimenting with new ideas and ways of doing things

Shares own ideas and actively supports others when they come up with innovations and improvements

Objective Problem Solving:

Analytical, organizational and problem-solving skills

Is comfortable discussing potential problems and sharing perspectives, observations and concerns with colleagues and Managers

Uses previous knowledge, experience and intuition to identify the root cause of a problem and has solutions in mind when addressing and discussing problems with others

Breaks down problems into their component parts and identifies links between them using logic and analysis

Influencing:

Uses positive language, builds rapport to establish credibility and emphasizes benefits which will appeal to the individual/audience

What You Bring

3-5 years minimum experience in Business or Systems Analysis and/or Project Management

2-3 years minimum experience in Information Technology

Degree in Business and/or Information Systems

Knowledge of Book4Time Spa Application experience is preferred

Spa and or Hotel Operations experience an asset

Certified Business Analyst Professional (CBAP) Certification an asset

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.