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.

The Supervisor, Central Reservation Systems Integration is responsible for overseeing the integration, testing, and maintenance of central reservation systems (CRS) to ensure efficient, seamless operations across all related platforms. This position involves managing relationships with third-party vendors, leading troubleshooting efforts, and ensuring that new integrations and updates are implemented smoothly. The supervisor will work closely with various teams, including Distribution, Technology Innovation and Data, and Hotel Systems Support, to optimize system functionality, ensure accurate data flow, and improve system performance. A key aspect of the role includes developing test plans, performing hands-on testing, and coordinating the rollout of new releases and software patches.

The individual will be highly technical, detail-oriented, and a proactive problem-solver.

This role is based in Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to the Manager, Central Reservations Technology. This role involves interactions with primarily internal stakeholders at various levels.

What You’ll Be Doing

Collaborate with third-party vendors to implement integration solutions.

Develop comprehensive test plans for new integrations with the Central Reservation System (CRS).

Conduct hands-on testing for new system integrations to ensure functionality and performance.

Provide ongoing troubleshooting and maintenance support for existing integrations as needed.

Work closely with the Distribution team to implement and troubleshoot distribution systems connected to the Online Reservation System (ORS).

Coordinate problem resolution efforts between the local corporate IT team and external system vendors.

Ensure WRO Managers and other project leads are informed of potential resource conflicts and the impacts of new programs and integrations.

Test, implement, and roll out new corporate marketing initiatives and systems.

Collaborate with the Hotel Systems Support team to optimize the use of central and hotel-based systems, ensuring seamless interactions between them.

Manage the testing, implementation, and communication of new software releases and patches for the ORS system.

Oversee the testing, implementation, and communication of new software releases and patches for the SynXis system.

Cultivate and manage vendor relationships, escalating technical issues as needed to improve system performance.

Create user guides, best practice documentation, and training materials for system use.

Provide coaching and guidance to team members as necessary.

Establish and enforce standards for the certification of third-party distribution partners.

Enhance coordination between teams and system resources to streamline testing cycles.

Foster improved adherence to structured Change Management processes for better system updates.

Improve the flow of data between CRS and various interfaced systems to ensure seamless operations.

Ensure consistent rate parity through reliable distribution of availability, rates, and inventory to third parties.

Communicate system outages and maintenance windows effectively to minimize disruptions.

Improve end-user knowledge on activities impacting the flow of data between systems.

Develop end-user guides and documentation for process improvements across various platforms.

Who You Are

Has a high degree of comfort with personal computers with an ability and willingness to learn new software.

Intermediate experience with Microsoft Office

Good interpersonal and communications skills

Service orientation, with a focus on problem solving

Ability to deal courteously and effectively with internal and external customers and vendors

Well organized, with an ability to handle multiple tasks and maintain a professional manner in a high-pressured environment

Central System expert with knowledge of ORS, OWS, GDS, OXI, SynXis

Proficiency with Oracle databases and SQL is an asset

Proficiency with Oracle ApEx Application Express or similar reporting tools is an asset.

Ability to analyse the impact that operational changes will have on various systems and identify roadblocks/solutions

Understanding of international hotel operations from a Global perspective

What You Bring

5 years experience in Technical Support field preferred

College Diploma /University Degree, Information Technology, Computer Science, Business Administration, or a related field

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.