Manager, Digital Operations

• Act as the primary liaison between the Home Office digital team and hotel staff, ensuring seamless communication and alignment of digital strategies.
• Prioritize and resolve Service Now helpdesk requests and ticket items promptly, optimizing operational efficiency and guest satisfaction.
• Cultivate strong relationships with Hotel Champions (Primary and Secondary), empowering them to drive digital transformation within their respective properties.
• Spearhead targeted communications to hotels, fostering a culture of awareness and readiness for digital advancements.
• Collaborate with Learning and Development to develop comprehensive training tools, equipping hotel teams to deliver exceptional service through digital platforms.
• Serve as the system matter expert, conducting comprehensive virtual and in-person training sessions to enhance staff proficiency and confidence in utilizing digital systems for superior guest service.
• Proactively identify and address recurring issues by implementing long-term solutions and understanding underlying issues to ensure the sustained functionality and optimization of digital applications across hotel operations.

• Regularly review digital platform usage and update monthly Key Performance Indicators (KPIs) and goal metrics, providing actionable insights to optimize performance and enhance guest experiences.
• Analyze trends in digital platform usage to inform strategic decision-making and refine operational strategies.
• Maintain and update the Standards Training Manual, Policies, and Procedures to align with the evolving operational requirements of the digital platforms, ensuring consistency and efficiency in hotel operations.
• Collaborate with stakeholders to incorporate best practices and industry standards into training materials and policies.
• Document and publish changes to Standard Operating Procedures (SOPs), ensuring clear and concise communication of updates to hotel staff and supporting the successful implementation of digital initiatives.
• Conduct training sessions or workshops to educate staff on SOP changes and ensure adherence to new procedures.

• Demonstrate proficiency in managing multiple workstreams concurrently, ensuring efficient coordination and prioritization of project activities to meet deadlines and project milestones.
• Implement project management methodologies to optimize resource allocation and mitigate potential conflicts between workstreams.
• Identify and address bottlenecks in project plans, proactively communicating risks and potential delays to project completion to stakeholders and senior management.
• Develop contingency plans and collaborate with team members to resolve issues and maintain project momentum.
• Provide valuable operational design and functionality insights to delivery leads, supporting the successful execution of project deliverables and ensuring alignment with business objectives.
• Collaborate with cross-functional teams to refine project scope and requirements, leveraging operational expertise to enhance project outcomes and maximize value.

• Hospitality front office operations or guest services experience
• Pre-opening hotel experience involving operational setup, systems implementation, and readiness for digital integration.
• Experience in hospitality technology implementation or customer success, managing the adoption and optimization of digital solutions to drive operational efficiency and guest satisfaction.
• Background in hospitality operational learning and development, designing and delivering training programs to enhance staff proficiency in utilizing digital tools and systems.
• Proficiency in OPERA Property Management System (PMS): Demonstrates intermediate-level knowledge of OPERA PMS or similar hospitality management software, including configuration, operations, and troubleshooting.
• Familiarity with Guest Technology Systems and Vendors: Experience working with guest-facing technology systems and vendors, understanding guest experience enhancements and integrations within a hospitality environment.
• Knowledge of Hospitality Industry Applications: Possesses intermediate-level knowledge of specific hospitality applications such as HotSOS, REX, MICROS, OpenTable, IRIS, Messaging, and other relevant platforms, enabling effective utilization and support for operational needs.
• 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.
• 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.

• 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.
• 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.

Four Seasons Hotels