Central Systems Support Specialist - Four Seasons Corporate Office Toronto

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 Central Systems Support Specialist is a part the Information Technology at Corporate Office team. The Central Systems Support Specialist will be responsible for managing application integrations for Business Intelligence (i.e. Reservations, Profiles, Availability, Rates, Restrictions (ARI), and hotel data flow between integration points and Revenue streams). The role will work closely with the Commercial business stakeholders, Corporate IT teams, Worldwide Reservations Corporate Office Departments, and external vendors to enable technologies that support business growth.   

This role is based in Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to Director and Manager, Central Systems Support. This role involves interactions with internal stakeholders at various levels.

What You’ll Be Doing

Support of the Central Reservation System (ORS) application, connectivity of all integration points for Four Seasons Chain.

• Perform Central Interface connection monitoring, message review and resolution of errors / failures identified. Track and follow up on status service disruptions.

• Prioritize and respond to Service Now Support tickets opened and or emailed to Central Systems Support. Investigate, troubleshoot identify integration point failure to reach resolution of the impacted ie. Interface connection and or Reservations, profiles, availability, rates, restrictions, blocks being reported.

• Escalate risks/issues as appropriate. Propose solutions.

New Opening, System Integration projects & Upgrades

• Manage and track the integration of new Hotels,

• Manage and track new applications integration project to meet business requirements and goals.

• Configure, test, and validate integration points for System Upgrades. Keep checklists and support process documents updated.

Perform Systems Integration certification testing.

• Message flow validation of new services or applications with the existing system software and applications. Track and provide data for updates.

• Check and evaluate issues with the operation of the new services or applications with the existing system software and applications.

• Collaborate with the vendors, business analysts, and system owners.

• Train the end users and employees on new application features

Communication

• Responsible for the communication of updates, next steps with colleagues, hotels, vendors.

• Make effective use of available communications channels for the field.

Who You Are

• Prioritizes tasks to be achieved by level of importance and urgency as well as evaluation of necessary resources to achieve short term objectives

• Effective time management, communication and delegation skills

• Contributes meaningfully and concisely to meetings and discussions.

• Modifies communication style and approach to meet the needs of the situation and audience.

• Uses respectful language and builds rapport to establish credibility and emphasizes benefits which will appeal to the individual/audience.

• Creates clear and concise written information using appropriate content, format, and structure.

• Promotes and integrates continuous improvement initiatives.

What You Bring

• 2 years’ experience with ORS (Opera Reservation System) / PMS Opera preferable.

• Technical Support experience.

• Post secondary degree or diploma with a focus on Hospitality or, commensurate experience

• Knowledge of Global Distribution system considered an asset

All internal applications must be submitted and approved in Workday by July 10, 2024.

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.