Analyst, Guest Recognition

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 130 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.

Analyst, Guest Recognition

The Analyst, Guest Recognition will support strategy, guest acquisition and member management, business reporting and performance of Four Seasons’ global recognition service to drive loyalty and retention of most loyal and valuable guests.

As a passionate brand and service advocate for our guest and for Four Seasons, this role will focus on supporting and execution on recognizing guests consistently and rewarding loyalty across Four Seasons properties & channels globally. Working cross-functionally with various disciplines throughout Four Seasons (Operations, Insights, Digital, Marketing), the Analyst, Guest Recognition is a key contributor to managing performance, and program initiatives related to this consumer segment.

What You’ll Be Doing:

• Contributing to the delivery of the overall strategy for recognizing and driving loyalty of Four Seasons consumers consistently across the globe.
• Provide day-to-day support for guest recognition initiatives, ensuring seamless execution across the Four Seasons ecosystem.
• Support competitor analysis, research & segmentation, positioning, testing, performance, measurement & reporting and governance.
• Work with Insights and Analytics teams to identify, monitor, engage and nurture different consumer segments within a population to drive desired performance around retention and satisfaction.
• Partner with Operations teams to execute strategic initiatives, assess issues, solve issues, track & monitor performance of key metrics, recommend methods to optimize.
• Monitor and track KPIs to drive desired performance; key metrics include increased satisfaction, retention, trial, revenue and visits.

What You Bring:

• Minimum 2-3 years’ work experience in loyalty and benefits programs, consulting, product/program management, and/or brand strategy to high value consumers.
• Bachelor's Degree in Business or equivalent is required.
• Experience with strategy and planning, and performance measurement.
• Experience partnering with analytics and insights to inform strategy.
• Effective oral and written communication skills.
• High proficiency in Excel and PowerPoint.
• Understanding of high-touch service delivery and operational execution from a relevant background (Financial, Hospitality, Airline, Luxury Travel, Luxury Retailer).
• Guest facing project management experience an asset.
• Experience using analytics and BI reporting platforms an asset (Alteryx, SQL, Power BI etc.)
• Experience using Salesforce an asset.

Annual Base Salary Range: $70,000 – $85,000 CAD

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.