Lead, Platform Engineer - PMS

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 130 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.

We are seeking a highly experienced PMS Cloud Platform Owner to lead the strategy, governance, and evolution of our Property Management System platform, with a primary focus on Opera Cloud. This role will serve as the global platform owner and technical authority, ensuring the platform delivers scalable, secure, and high-performing capabilities across our portfolio of luxury hotels.

This individual will bridge business and technology, driving platform innovation, operational excellence, and alignment with business initiatives.

This role is based in our temporary location of 20 York Mills Rd, then the Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to the Senior Director, Hotel Information Systems.

What You’ll Be Doing:

Platform Ownership & Strategy

Platform reliability, scalability, compliance and reusable capabilities.

Own the end-to-end PMS platform strategy, roadmap, and lifecycle for Opera Cloud & APIs.

Define and prioritize enhancements aligned with business goals (guest experience, revenue optimization, operational efficiency).

Act as the global subject matter expert for PMS capabilities and industry trends.

Partner with senior stakeholders across Operations, Commercial, Finance, and Technology, Innovation & Data teams.

Delivery Leadership

Plans platform changes, global deployments, upgrades, and rollouts across properties.

Establish KPIs to measure platform performance and business impact.

Vendor Management

Manage relationship with Oracle Hospitality for Opera Cloud.

Influence product roadmap and advocate for enhancements.

Coordinate with system integrators and third-party vendors.

Act as escalation point for critical platform issues.

Technical Leadership & Architecture

Provide technical oversight for PMS integrations (CRS, POS, CRM, RMS, Synxis, Brand Website and Mobile App etc.).

Ensure scalable, API-driven architecture aligned with cloud-first principles.

Govern system configuration, data standards, and environment management.

Partner with enterprise architecture to align PMS within the broader ecosystem.

System Support and Escalation

Serve as the PMS Cloud Platform escalation point of contact for hotels.

Escalate high priority system issues to vendors/local dealers and internal teams. Meet with other corporate platform owners regularly to review and prioritize escalated issues and enhancements.

Work with Corporate internal teams (Hotel System Support Team) to identify possible solutions for high priority escalated issues.

Act as a liaison between various local dealers/vendors to resolve system issues.

People Management

Work closely with cross-functional product owners to support new initiatives while maintaining PMS standard configuration integrity.

Foster a high-performing, collaborative, and accountable team culture.

Drive knowledge sharing, documentation, and capability building across regions within the Hotel Systems Support Team.

KPIs & Metrics

SLOs/SLAs, uptime, latency, reliability, platform adoption.

Other

Perform other projects as requested by senior management.

What You Bring:

10+ years of experience in enterprise platforms specializing in hospitality technology.

Strong hands-on experience with Opera Cloud (configuration, implementation, or platform ownership).

Experience managing system implementations, upgrades, or large-scale deployments.

Excellent communication and leadership skills.

Strong problem-solving and analytical skills.

Bachelor’s degree or Master's in Information Technology, Computer Science, or a related field.

Certifications (considered an asset): CompTIA Security+, IAT Level II Certification, AWS Certified Solutions Architect, AWS Cloud Practitioner, Microsoft Azure.

Experience managing system implementations, upgrades, or large-scale deployments is preferred.

Demonstrated experience leading teams and delivering results in a global environment is preferred.

Strong understanding of hotel operations (Front Office, Reservations, Housekeeping, Revenue) is preferred.

Strong knowledge of Opera Cloud PMS.

Excellent experience and knowledge of Microsoft Excel, Word, Power Point and Visio.

Knowledge of Opera Cloud integrations to other hotel systems eg: HotSOS, Delphi FDC, Simphony Cloud POS, Book4Time and Payments.

Key Skills/Who You Are:

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.

Other skills

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.

Agile Methodology.

Debugging.

Code Review.

Automation.

Scrum.

Salary Range: $130,000 - $170,000

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.