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About the Role
The Manager, Guest Profile Enablement provides an end-to-end data stewardship service that safeguards the accuracy, quality, consistency, and security of Guest Profile data. This role manages Guest Profile initiatives across Four Seasons, ensuring data is AI-ready and operationalizes data governance to support advanced analytics and AI use cases. The position plays a critical role in enabling a single, trusted view of the guest while ensuring data is prepared to support future personalization, AI, clienteling, and digital guest experience initiatives.
Responsibilities
- Deliver on the enterprise Guest Profile strategy and roadmap.
- Serve as business owner for Guest Profile capabilities and related initiatives.
- Lead Guest Profile enhancement initiatives from concept through implementation and collaboration across departments.
- Define Guest Profile priorities aligned with Commercial CRM objectives.
- Establish and govern Guest Profile business standards and data definitions.
- Develop and monitor Guest Profile KPIs and performance measures.
- Drive improvements in guest profile completeness, accuracy, and usability.
- Lead initiatives to improve preference capture and guest recognition.
- Partner with hotels and operational teams to improve guest profile adoption.
- Collaborate with Product Managers to prioritize future enhancements.
- Define business requirements and acceptance criteria for Guest Profile initiatives.
- Support clienteling and personalization initiatives through trusted guest data.
- Support opportunities to improve business processes through automation and AI.
- Ensure Guest Profile data supports analytics, reporting, personalization, and AI use cases.
- Represent Guest Profile interests within enterprise governance forums.
- Partner with Privacy and Security teams to ensure compliance requirements are met.
- Communicate initiative progress, risks, and outcomes to senior leadership.
- Drive organizational awareness and adoption of Guest Profile best practices.
- Implement data governance policies, standards, and controls issued by the Hub within Guest Profile applications and workflows, and other data stores.
- Translate hub-defined expectations into specific Operational procedures and documentation.
- Monitor data across data quality dimensions using Hub-provided tools and scorecards with Informatica or integrated apps.
- Partner with data quality team to Log, triage, and coordinate the remediation of data quality issues, escalating to the Hub when enterprise-wide action is required.
- Support the maintenance of master and reference data for Finance in accordance with CRM Data Governance guidelines.
- Validate new or changed data to ensure compliance before it is shared across the organization.
- Ensure, with key stakeholders, data is trusted, consistently defined, well-documented, and enriched with metadata, lineage, quality indicators, and business context required to support reporting, analytics, AI agents, copilots, and intelligent automation solutions.
- Support data teams who will leverage AI-enabled capabilities to accelerate metadata documentation, data classification, issue investigation, root-cause analysis, stewardship reporting, data governance processes, user access to trusted data and knowledge management activities.
- Partner with product teams, AI solution teams, and data engineering teams to identify and remediate data readiness gaps that may impact AI and advanced analytics initiatives.
- Serve as the primary contact for Guest Profile Data with the ability to represent it across all LOBs enterprise wide.
- Educate impacted Four Seasons staff on enterprise Guest Profile Data quality rules and promote best practices to build a culture of stewardship across the enterprise.
- Provide feedback to the Hub and primary stakeholders on practical challenges, helping refine standards based on real Guest data use cases.
Requirements
- Bachelor's degree in business, Hospitality, Marketing, Information Management or related field. (MBA an asset).
- 7+ years in CRM, Clienteling, Guest Experience, Loyalty, Product Management, Commercial Operations, Data Management, or related disciplines.
- Experience leading business initiatives involving customer or guest data.
- Experience managing enterprise CRM, Clienteling, Guest Profile, Customer Data Platform (CDP), or customer master data capabilities.
- Strong understanding of hospitality guest journeys and personalization strategies.
- Experience defining business requirements and leading cross-functional initiatives.
- Experience developing business cases, KPIs, adoption plans, and operational reporting.
- Experience working with commercial, hospitality operations, technology, analytics, and data governance teams.
- Experience leveraging AI and analytics to improve guest engagement and business performance.
- Strong understanding of data quality concepts and data management frameworks (e.g., DAMA) and enterprise data lake environments.
- Strong understanding of Guest data related regulations and compliance requirements.
- Familiarity with informatica or similar data governance or data management technologies would be an asset.
- Excellent collaboration and communication skills to bridge enterprise and departmental needs.
- Analytical mindset with the ability to translate data into actionable insights.
- Familiarity with how guest data supports AI, machine learning, generative AI, and intelligent automation use cases.
- Experience using AI-enabled productivity, analysis, or governance tools to improve efficiency and decision making.
- Experience in projects developing prompts, automations, or AI-assisted workflows is considered an asset.
- Strong understanding of Guest Profile management, Clienteling, CRM, guest recognition, preference management, and customer identity concepts.
- Familiarity with hospitality guest journeys, personalization strategies, and guest engagement processes.
- Understanding of guest data domains including profile information, preferences, stay history, communication preferences, and recognition attributes.
- Establish clear expectations and timelines for data implementation, quality checks, issue remediation, and reporting.
- Handle multiple demands by re-prioritizing quickly when critical deadlines require it.
- Consistently deliver on commitments on time and within agreed service levels.
- Experience with CRM tools.
- Monitor data quality rules and scorecards using enterprise data quality solutions.
- Understanding of enterprise data lake concepts, data integrations, APIs, and guest data flows across operational and analytical platforms.
- Familiarity with data security, privacy, and consent management concepts supporting guest information.
- Experience using Power BI, Tableau, or similar platforms.
- Ability to create ad hoc dashboards that communicate guest profile quality metrics and trends.
- Experience preparing executive and operational reporting.
- Working knowledge of enterprise governance practices.
- Awareness of GDPR, CCPA, and global privacy regulations governing guest information.
- Understanding data requirements for generative AI, AI agents, personalization engines, and intelligent automation solutions.
- Familiarity with Microsoft Copilot, enterprise AI governance concepts.
- Ability to support assessment of Guest Profile data for AI readiness and recommend improvements.
- Preferred: Experience using AI-enabled tools to improve stewardship productivity and governance effectiveness.
- Preferred: Experience with data catalog, metadata management, and governance platforms.
- Preferred: Proficiency in SQL or other query languages to profile and validate data.
- Preferred: Understanding of semantic models, knowledge management, metadata enrichment, and retrieval techniques used by AI systems.
- Demonstrates high personal and professional integrity when handling sensitive guest information.
- Takes ownership of guest data quality and governance initiatives through to resolution.
- Is results-oriented and committed to delivering accurate, trusted guest data.
- Maintains composure and effectiveness when priorities shift or issues arise.
- Understands guest engagement, clienteling, personalization, and recognition business processes.
- Translate enterprise governance standards into practical business processes.
- Navigates ambiguity and complex guest data ecosystems to provide clarity and actionable guidance.
- Manages multiple data quality initiatives and business improvement efforts simultaneously.
- Apply strong process management skills to implement repeatable and auditable controls.
- Comfortable working in an agile environment with Product, Operations, Technology, and Data teams.
- Apply strong process management skills to implement repeatable, auditable controls for master and reference data.
- Comfortable working in an agile environment, iterating quickly with Finance, IT, and the Data Governance Hub.
- Listen carefully to stakeholders and clarifies data requirements before acting.
- Prepare clear, concise documentation and scorecards that explain data lineage, quality metrics, and remediation progress.
- Uses visual storytelling—dashboards, process maps, and presentations—to highlight key insights, opportunities and issues for decision makers.
- Work productively in a matrix environment, balancing Finance priorities with enterprise governance requirements.
- Serve as the primary liaison between the Commercial, Ops spoke and the Technology and Data Governance Hub, sharing feedback and surfacing local challenges.
- Actively seek input and ideas from enterprise stakeholders to drive continuous improvement and reinforce the power of the team.
- Collaborate activation of data with exceptional attention to detail.
- Provide colleagues with the guidance and tools needed to improve data quality.
- Acknowledge and celebrate contributions from partners who strengthen data activation and stewardship practices.
- Build trust and credibility across teams by being approachable and solution oriented.
- Support CRM leadership to present leadership status updates, opportunities and risks with proposed solutions.
Skills
- CRM
- Clienteling
- Guest Experience
- Loyalty
- Product Management
- Commercial Operations
- Data Management
- Hospitality guest journeys
- Personalization strategies
- Data quality concepts
- Data management frameworks
- Enterprise data lake environments
- Guest data regulations
- Compliance requirements
- Informatica
- Collaboration
- Communication
- Analytical mindset
- AI
- Machine learning
- Generative AI
- Intelligent automation
- AI-enabled productivity tools
- AI-enabled analysis tools
- AI-enabled governance tools
- Prompt development
- Automation
- AI-assisted workflows
- Guest Profile management
- Guest recognition
- Preference management
- Customer identity concepts
- Guest engagement processes
- Profile information
- Preferences
- Stay history
- Communication preferences
- Recognition attributes
- CRM tools
- Data quality rules
- Data quality scorecards
- Enterprise data quality solutions
- Data integrations
- APIs
- Data security
- Privacy
- Consent management
- Power BI
- Tableau
- Ad hoc dashboard creation
- Executive reporting
- Operational reporting
- Enterprise governance practices
- GDPR
- CCPA
- Global privacy regulations
- Microsoft Copilot
- Enterprise AI governance
- Data catalog
- Metadata management
- Governance platforms
- SQL
- Query languages
- Semantic models
- Knowledge management
- Metadata enrichment
- Retrieval techniques
- Process management
- Agile environment
Location
- Toronto, Ontario
Work Type
- Hybrid
Experience Level
- 7+ years
Education Level
- Bachelor's degree
Salary/Compensations
- $100,000 - $120,000 CAD
Benefits
- Additional rewards as part of the total compensation package
About the Company
- Four Seasons is powered by its people, a collective of individuals who strive for improvement and treat each other with respect. Team members create amazing experiences for guests, residents, and partners through a commitment to luxury with genuine heart. The company believes in recognizing familiar faces and welcoming new ones, aiming to create lasting impressions through genuine connections. Four Seasons Hotels and Resorts is a global, luxury hotel management company managing over 130 hotels and resorts and 50 private residences in 47 countries. Central to its employee experience and social impact programming is the commitment to supporting cancer research and advancing diversity, inclusion, equality, and belonging.
Equal Opportunity
- 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.