Business Systems Analyst - Global Hospitality / F&B

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.

Business Analyst, Hotel Information Systems

This position will be responsible for business analysis tasks related to all major hotel systems, with a strong emphasis on POS Food &Beverage (F&B) and related systems. This individual will participate in projects that touch hotel systems and will work with application owners and users to ensure new systems/functionality meets future business requirements while maintaining or improve current business practices.

This position is based in Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to the Director, Hotel Information Systems. This role involves interactions with primarily internal stakeholders at various levels.

What You’ll Be Doing:

Business and Systems Analysis and Project Management             

• Planning, soliciting and defining business requirements from multiple disciplines for all projects related to hotel operations systems
• Development of business requirements documents, use cases, test scenarios, implementation and training plans and guides as well documenting business processes and procedures.
• Work with business disciplines (F&B Operations) on business process improvements and identify existing functionality or submit enhancement requests to support these improvements.
• Work with Hotel Information Systems Managers and business disciplines for selection and next generation system planning.
• Learn and maintain an understanding of business needs and system functionality. Become the subject matter expert in IT for these applications.

Systems Planning,  Implementation and Upgrade Management

• Coordinate implementation and testing in lab environments.
• Assist hotels with Critical Paths of major systems implementations and upgrades.
• Coordinate various systems implementations for new openings.
• Maintain list of approved systems and software versions, PA-DSS compliance and compatibility charts of key hotel operations systems.
• Monitor releases of software and manage upgrade process with hotels’ IT. Coordinate testing of new releases where appropriate.
• Managing the approval process for version releases according to change management requirements.
• Work with multiple business disciplines including Finance and Central Systems Support to ensure compatibility of standards, and to provide custom solutions to unique hotel situations

Systems Standards and Documentation

• Create and maintain configuration standards and vendor implementation guides for major hotel operations systems to support business processes and standards, PCI compliance, systems security, audit and control requirements and to support new marketing and operations initiatives. 
• Review new functionality introduced in new software releases and incorporate those applicable to Four Seasons into the corresponding application’s systems standards Hotel Operations Systems Standards.
• Maintain software “shells” and lab environments of key hotel operations systems.

System Support

• Troubleshoot technical issues and escalate urgent issues reported by hotels to vendors’ attention
• Monitor reported issues. Track and document known issues for various releases and inform hotels accordingly.
• User support for hotel operations systems. Answer questions regarding functionality from Hotels and Home Office.
• Maintain and prioritize common feature functionality requests from hotels and present those to vendors as enhancements

Who You Are:

Key Functional Competencies

• Ability to translate business needs into software specifications and requirements
• Project Management methodologies; ability to deliver project and tasks on time
• Ability to understand, chart and direct inter-systems data flow and systems integration

Communication

• Writes and speaks clearly, is concise and easy to understand
• Effectively translates/explains technical requirements to business stakeholders
• Delivers complex messages clearly and with sensitivity to others needs, cultures, background and knowledge
• Contributes meaningfully and concisely to meetings and discussions
• Clarifies issues to ensure understanding, listens attentively and asks follow up questions
• Reviews written work for accuracy, tone and grammar

Delivering Results

• Detail oriented, self-motivated and innovative
• Takes pride doing a good job, works hard, stays focused and does what it takes to meet goals and objectives
• Gets clear on exactly what is required, knows when and how to ask for help and support
• Consistently looks for feedback to drive performance improvement
• Shows initiative, looks for changes or improvements in own work area and shows willingness to take on new responsibilities
• 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
• Tackles unforeseen problems and challenges with energy and persistence
• Is prepared to go outside own area and work cross functionally to help resolve issues
• Actively seeks knowledge and skills to improve performance and continuously reviews own progress against goals and objectives
• Ability to work under pressure and meet various deadlines in a fast-paced environment

Flexibility and Adaptability

• Responds enthusiastically and positively to changing needs and requirements
• Actively supports and participates in new programs, processes and ways of working
• Remains calm when things do not go as planned, or when plans or priorities change
• Is able to multi-task and handle multiple assignments and priorities
• Is open to trying new things and shows a willingness to change own ideas and perceptions
• Readily accommodates unforeseen changes in day-to-day work to deal with a situation or to reach a goal and understands the need for flexibility in response to evolving circumstances
• Able to effectively handle multiple conflicting priorities
• Excellent people skills; ability to participate on multi-disciplinary work teams

Creative and Innovative

• Keeps current with new approaches, relevant information, best practice industry standards and research
• Displays curiosity and imagination, is open minded and appropriately challenges the status quo
• Easily adapts to new opportunities and is able to make things happen quickly and effectively
• Is always looking for ways to improve things and achieve better results in the context of own work situation
• Is open to trying new and different processes and experimenting with new ideas and ways of doing things
• Shares own ideas and actively supports others when they come up with innovations and improvements

Objective Problem Solving

• Analytical, organizational and problem-solving skills
• Knows when and how to ask for help and advice, is open to new ideas from others
• Is comfortable discussing potential problems and sharing perspectives, observations and concerns with colleagues and Managers
• Uses previous knowledge, experience and intuition to identify the root cause of a problem and has solutions in mind when addressing and discussing problems with others
• Breaks down problems into their component parts and identifies links between them using logic and analysis

Influencing

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

What you bring:

• 3-5 years minimum experience in Business or Systems Analysis and/or Project Management
• 2-3 years minimum experience in Information Technology
• Degree in Business and/or Information Systems
• Knowledge of Oracle Simphony Cloud Application experience is preferred
• Knowledge of Table Management and Mobile Ordering Systems applications is an asset.
• F&B and or Hotel Operations experience an asset
• Certified Business Analyst Professional (CBAP) Certification an asset
• Excellent experience and knowledge of Microsoft Excel, Word, MS project and Visio
• Knowledge of Hotel applications (PMS, POS, SPA application, etc) is an asset
• Knowledge Payment gateways is an asset

This role will be a Hybrid working model, which will require 3 days per week at our temporary 20 York Mills Road, Toronto, Ontario location with travel, as needed, to our 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.