New Job Support Specialist, Hotel Digital - It Operations In Ontario

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.

Reporting to the Director, Hotel Digital- IT Operations. The Support Specialist, Hotel Digital – IT Operations provides support to our Hotel property users for systems that make up the Digital Guest Experience ecosystem including our Four Seasons Mobile App, Tablet App, Chat, In-room dining, Mobile Key, Request Management and Concierge platforms.

The primary mandate of this role is to ensure a high level of service excellence is being provided across our Digital Platforms to our hotel employees through the monitoring of our support desk, making service design and process improvement recommendations and leading the required documentation and change management to execute service improvements.

Duties of this role are ownership of Digital Operations Helpdesk, answering support tickets to provide answers to commonly asked questions, along with escalation and follow-up of tickets that require input and action from our partner vendors. This role is also responsible for conducting UAT and QA for the Mobile and Tablet apps on an as needs basis. This role will be responsible for contributing to support service design, while leading the reporting of service desk metrics and implementing enhancements to improve incident resolution times.

The Support Specialist, Hotel Digital - IT Operations will work closely with vendor partners to improve always ON platform performance, to request and document root cause analysis for reporting as part of Digital Platform review governance.

This role is based in Four Seasons Hotels and Resorts, Toronto Corporate Office. This role involves interactions with primarily internal stakeholders at various levels.

What You’ll Be Doing

Digital Operations Helpdesk:

• Tier 1 and Tier 2 ticket management and resolution for the Digital Operations Helpdesk

• Daily monitoring, timely assignment and resolution of priority tickets

• Assign and redirect tickets to the relevant helpdesk or person as required

• Escalate issues to vendor helpdesk as required following our escalation procedures

• Update escalation procedure internal documentation as required

• Action and escalate vendor maintenance notifications with drafting notices for posting on internal communication channels like Yammer and updating the posting to answer questions or when new information becomes available

• Monitor and reporting of ticket resolution rate and time to resolve metrics

• Implement process enhancements to meet target ticket resolution and time to resolve metrics

• Attend monthly vendor support desk meetings to capture and analyze service support metrics and to raise any issues that requires further review or process improvements

• Analyze recurring issues and make recommendations to the Digital Operations Team on process improvements to system onboarding (both vendor and internal) and training materials

• Document ticket updates using work notes

• Provide input on user training materials and employee platform onboarding based on common support inquiries

• Participate in and report progress on weekly Digital Operations team calls

• Daily review on In Progress tickets for further actioning

• Provide excellent customer service to Hotel end users

New Opening System Configuration Support:

• Learn and retain a deep knowledge of all New Opening System configuration support for Digital Operations platforms

• Collaborate with the team on executing assigned New Opening system onboarding configuration activities for Chat, Mobile App and integrated systems

• Support Digital Operations team with seasonal closure activities for Chat, Mobile App and integrated systems

• Update New Opening system task tracker in a timely manner

• Outreach with hotel point of contact relating to new opening system activations for Digital Operations systems as needed

QA of Mobile and Tablet Apps:

• Conduct new feature QA prior to Mobile and Tablet app releases

• Report findings to Product Owner(s) for sign-off and approvals prior to release

• Conduct end-to-end regression testing using multiple personas across the Mobile and Tablet ecosystems

• Use TestRail to review and conduct test cases

• Suggest updates to TestRail test cases as new features are released

• Document issues to share with Product Owner, Manager, Hotel Digital- IT Operations and Director, Hotel Digital – IT Operations

Who You Are

Planning And Organizing:

• Prioritizes tasks to be achieved and determines necessary resources to achieve short term activities for self and others

• Adjusts work-schedules to accommodate new or changing requirements within established deadlines

• Distinguishes the important from the urgent to meet objectives

• Manages own and others time efficiently, effectively communicates and delegates tasks deploying resources in an efficient manner

• Recognizes when sticking to the plan is necessary and when it needs to be adapted to accommodate changing situations

• Makes a realistic assessment of what can be achieved on a week-by-week basis and develops and implements plans to achieve it

Delivering Results:

• Sets ambitious goals and tracks progress towards achieving them, takes the necessary action to ensure successful delivery of results

• Overcomes obstacles without “ruffling feathers” and doesn’t give up easily even in the face of tough challenges

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

• Considers the return on investment prior to starting a new initiative or project

• Tackles unforeseen problems and challenges with energy and persistence

• Actively seeks knowledge and skills to improve performance and continuously reviews own progress against goals and objectives

Communication:

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

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

• Presents in a professional, polished and succinct manner

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

Influencing:

• Develops specific approaches to influencing and shaping the opinions of key stakeholders, develops a strategy for persuading others in advance

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

Discernment/Judgment:

• Considers the long-term as well as immediate short-term outcomes and actions.

• Balances needs, desires, local realities with cost, available resources and constraints.

• Recognizes when to escalate specific situations to higher level of expertise

Global:

• Seeks to understand the politics and business practices in ASIA Pac, EMEA, North, South and Central Americas. Considers whether there are obstacles to overcome to achieve stated business outcomes in a specific country.

• Looks at best practices from others to determine if there is alignment with desired outcomes according to procedures and policies and organization’s brand strategy.

What You Bring

• 1-2 years working in a Helpdesk Support role

• College or University diploma in technology or IT Support, or relevant certifications.

• Knowledge of ServiceNOW, Incident Management, TestRail and Customer Service are desirable skills.

All internal applications must be submitted and approved in Workday by August 23, 2023.

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.