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Manager, Guest Recognition Operations Training

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Four Seasons

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Location:
Canada , Toronto

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Category:
Hospitality and Tourism

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Contract Type:
Employment contract

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Salary:

95000.00 - 105000.00 CAD / Year
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Job Description:

The Manager, Guest Recognition Operations Training, plays a critical role in optimizing guest recognition processes through the Golden platform and all systems across Four Seasons properties. Reporting to the Senior Director of Rooms and Global Hospitality, with a split line to the Senior Director of Reservations, GRS, and Golden, this position provides operational training and leadership across all properties to ensure a consistent, exceptional guest experience. Collaborating closely with both on-property and corporate teams, the Guest Recognition Manager focuses on training, process refinement, and system optimization to maximize the effectiveness of guest recognition programs and our Golden system, as well as other guest recognition tools. This role is designed for a highly motivated leader who can drive excellence in guest recognition on property, optimize the Golden platform, and support properties in delivering truly personalized service.

Job Responsibility:

  • Lead the optimization of Golden including Golden EXP and implementation of new features to ensure consistency and effectiveness across properties
  • Provide strategic guidance on guest recognition practices, ensuring alignment with Four Seasons’ service philosophy and the guest recognition strategy
  • Identify adoption gaps in the utilization of Golden
  • provide underperforming properties with targeted coaching and action plans designed to improve adoption rates and performance
  • Work closely with the Golden Team to support the development and rollout of new initiatives
  • Lead Golden tool and guest recognition program on-property / virtual training and operational support for new hotel openings (minimum two weeks per property)
  • Deliver intensive training on guest recognition programs, Golden and other guest recognition tools to drive adoption and best practices
  • Develop tailored guest recognition strategies to fit the unique needs of each property
  • Provide training, focusing on profile management and guest recognition integration with Golden
  • Assist with developing and maintaining training materials, including e-learning modules, quick reference guides, and best practices
  • Track monthly performance dashboards to evaluate the effectiveness of Golden and guest recognition practices
  • Conduct regular follow-ups and coaching to address operational challenges and drive continuous improvement
  • Utilize guest feedback and data insights to enhance training programs and guest recognition strategies
  • Work with hotel teams to identify and implement new tools and processes that support guest recognition initiatives

Requirements:

  • Minimum 5+ years in luxury hotel and/or resort operations, with expertise in guest recognition, front office, and service excellence
  • Bachelor's degree in hospitality management, Business Administration, or related field preferred
  • Proven experience conducting learning needs assessments and developing clear, measurable learning objectives
  • Skilled in designing and delivering adult learning programs and resources across a variety of formats, including in-person, virtual, and self-paced learning
  • In-depth knowledge of adult learning principles and best practices across multiple learning formats
  • Strong background in training, coaching, onboarding, and creating learning experiences that enhance service consistency, performance, and guest recognition efforts
  • Demonstrated ability to collaborate across departments and regions, fostering a culture of continuous learning and cross-functional alignment
  • Excellent communication, interpersonal, and leadership skills, with the ability to engage and support teams both on-site and remotely
  • High adaptability to evolving guest expectations, brand standards, and industry trends
  • Proficient in Rooms Division and guest management systems, including Golden, Golden EXP, Opera PMS, HotSOS, KEY, Rex, and Messenger
  • Deep understanding of the travel and hospitality industry, with a focus on luxury service operations and personalization strategies
  • Skilled in using authoring tools and experienced with Docebo LMS
  • Advanced proficiency in Microsoft Office, including PowerPoint and Excel
  • Excellent time management and organizational skills, with the ability to manage multiple global projects simultaneously
  • Willingness to travel internationally (approx. 30%) and work flexible hours to support pre-openings, system rollouts, and training needs across time zones

Additional Information:

Job Posted:
April 12, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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