Analyst, Guest Insights

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.

Analyst, Guest Insights

The Guest Insights Analyst will support the development of the Four Seasons Guest strategy by leveraging data to understand our guests/their behaviors and uncovering actionable insights that will inform our global acquisition, growth, and retention strategies.

The Analyst will be responsible for conducting in-depth analyses on large data sets, synthesizing key insights and preparing/presenting findings to leadership in a clear and impactful manner.

What You’ll Be Doing

Guest Growth Strategy Development

Guest Behavior Analysis & Insights: Support guest insights initiatives to uncover key learnings about FS guests and their behaviors to drive data-informed strategies.

• Transform & join data from multiple sources via Alteryx & SQL to ensure it is ready for analysis and can be used across the insights team to support strategic projects and decision-making.
• Analyze large tables of internal/external data & identify patterns in guest acquisition, migration, and lapse for critical segments to optimize retention and growth efforts.
• Craft compelling narratives around data and present them clearly and concisely in PowerPoint presentations.
  
  

Research & Market Trends: Identify new external data sources to support key Hotels & Resorts initiatives, delivering actionable insights into guest preferences and trends.

• Collect and synthesize external market trends to inform competitive positioning and identify emerging opportunities.
  
  

Guest Insights Platform Product Management

Manage & Prioritize Backlog

• Support the ongoing maintenance and enhancement of the C360 platform, ensuring it aligns with the strategic plan and enables KPI monitoring/insights discovery at both property and corporate levels.
• Gather user feedback, manage a backlog of enhancement requests, and prioritize improvements based on business needs and impact.
  
  

Provision Requirements To Technical Teams

• Serve as a liaison between business stakeholders and technical teams (Data Analytics, Data Engineering, BI Engineers, and Data Science), translating business needs and priorities into prioritized platform capability requirements.
  
  

Offer User Support

• Address user questions and provide guidance on data interpretation related to dashboard elements, such as guest segmentation and travel data (e.g., OAG data).
  
  

What You Bring

• Bachelor's Degree is required in Business, Analytics, or equivalent field.
• Minimum 2 years of experience in a fast-paced environment.
• Experience in analytics & modelling, data visualization, market research, competitive analysis, business & customer intelligence, segmentation and/or similar.
• Experience with SQL and using the Microsoft Office Suite, Power BI, Alteryx and/or similar required.
  
  

Key Skills/Who You Are

• Problem Solver: Strong problem-solving and critical thinking capabilities, with the ability to identify a hypothesis and draw insights from several data sources.
• Analytical Mindset: Demonstrated ability to collect, synthesize, and interpret data from multiple internal and external sources, as well as design and validate analytic models to generate advanced guest insights.
• Skilled Storyteller: Ability to craft compelling narratives around data and present them clearly and concisely.
• Collaborative: Proven ability to work effectively across functions and levels within an organization.
• Self-Starter: Strong ability to manage multiple priorities with both internal and external teams.
• Detail-Oriented: High attention to detail with the capability to validate analyses for accuracy and precision.
• Business Acumen: Demonstrated understanding of business trends, particularly in the hospitality industry and broader economy, and their impact on analysis.
  
  

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

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.