Sr. Director, Rooms & Guest Experience - Yacht/Jet

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 Senior Director Rooms, Yacht/Jet will be a critical strategical Operations leader for these two important luxury components of Four Seasons. This role will be the key liaison with our partners for the Private Jet & Yacht to ensure that these journeys are Best in Class and distinctive for the brand.

This role will oversee the Corporate Rooms areas to support the Yacht and be the Operational lead for the Private Jet supporting the Director of Guest Experience. Will collaborate with the necessary other Home Office stakeholders in Field & Home Office Operations, Commercial, Information Systems Technology, Legal, Learning & Development, Project & Integrations etc. to deliver on the company goals as the leader in luxury service.

This will be a critical leadership role to champion the excellence in delivery of service through these two distinctive elevated offerings from Four Seasons. For the Jet they will be responsible for overall Operations and execution – for the Yacht they will be responsible for the Rooms Areas in development of its Operational excellence. Will develop a strategic approach in partnership with other Hospitality, Food & Beverage, Spa, Design & Construction, Sales & Marketing leaders to evolve our service approach to continue to be the undisputed leader in luxury.

This role reports to the Senior Vice President Global Hospitality, and involves interactions with primarily internal stakeholders at various levels, and will require travel.

What You’ll Be Doing:

Private Jet

• Vital that this continue to be the premier luxury experience of the industry with flawless seamless end to end service.
• Responsible for the Private Jet operations service and be a strategic partner with the Commercial Team for the future development of trip itineraries, craftsperson service, growth, and evolution of the product.
• Establishing journeys that are truly unique and personalized that has a seamless delivery between the luxurious travel on our jet and our properties through great field involvement to bring our DNA to life on these exclusive journeys

Yacht

• Operational partner to our Yacht leadership team to create the guest journey and necessary planning for the delivery of excellence in service.
• Responsible to assist in the build out of the operational components of the pre-arrival, arrival, guest room, Concierge, Excursion, Housekeeping, Laundry with support to the Vice President Wellness on Spa/Fitness and KFAS services.
• This role will be responsible for building out the necessary policies, procedures as well the standards of service for clarity on execution and delivery.

People

• Create excellence in collaboration with our extended partners to deliver these incredible journeys.
• Create a strong bond among the teams to deliver and have a succession planning program for the critical roles in both Yacht and Jet.
• Ensure the Four Seasons culture and service expectations are delivered through all our extended team members including 3rd party tour operators for the Private Jet – work closely with Jet leadership on defining the expectations/exhaustive advance work and coordination with our L&D team to have the right support structure for development of all involved with these programs.

Technology

• Work closely with the Home Office IST/Commercial teams to develop the right road map delivery for these products to enhance the guest, and employee experience.
• This role will be critical in enabling the technology used in all our service delivery to ensure efficiency and setting our employees up for success.
• Development of Mobile App service delivery for both Jet and Yacht is critical to success, as well integration of Golden/Key for seamless service.

Quality Assurance/Voice of Guest

• Drive excellence in service, the voice of the guest will be critical for our continued learning and metric for success.
• Quality Assurance is vital to both operations.
• Work with Private Jet partners in the survey for GES and valuable feedback to continue to evolve the program. Establish ways to evaluate all touch points of the journey
• Similar with Yacht, to develop these components as part of the overall service strategy.

Guest Recognition/Golden

• Work closely with Yacht leadership as we develop our road map to support our employees in this space to maximize guest recognition.
• Work closely with all teams to ensure Guest Recognition strategy is carried out and superior personalized service is in place throughout all points of the journey.
• Work in close partnership with the Senior Director of Reservations and Golden Operations to update procedures as needed and share best practices for success.

Profitability

• Identifying the efficiency of operations for the Yacht will be critical to success.
• A focus on the profitability of all operations is an important part of our business priority.
• Identifying how best to maximize revenues on the Private Jet working with our partners on Upsell/Pre-Post add ons/ tour upgrades will be important for the joint success.

What You Bring:

• College or University level Hotel degree is preferred
• Develops standards for effective & timely service delivery in the workplace.
• Identifies service delivery trends
• Oversees multiple/high profile projects and large complex project teams.
• Promotes and integrates continuous improvement initiatives
• Incorporates the needs of “customers” (internal/external) when setting standards, corporate strategies, and organizational direction.
• Promotes career development.
• Promotes strong team relationships and trust
• Promotes development of and protects the corporate vision and ensures departmental leadership responsible for commitment thereof
• Strong decision-making skills
• Strong leadership and leader training skills
• Minimum 10 years of hospitality, travel, tour experience
• Encourages sharing of innovative ideas inside and outside the organization.
• Ability to work well under pressure

Functional Competencies

• Related Operational Experience in the Cruise industry
• Strong written and verbal communication skills
• Tour Operator experience
• Has had experience in hotel operations or related industry

Technical Skills

• Microsoft Office 365
• Microsoft suite of products (Word, PowerPoint, Excel)

All internal applications must be submitted and approved in Workday by May 12, 2023.

This role will be a Hybrid working model, which will require 3 days per week at the Four Seasons Corporate Office #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.