Employees at all levels of the organization are vital not just to the health and wellbeing of the Four Seasons, both literally and figuratively, but to its guests, too. Those guests have long associated the Four Seasons with luxury, and luxury is now exemplified by the curated fusion of people and technology.

‍

Four Seasons CIO Marco Trecore addresses the following topics:

‍

• As the first CIO of the Four Seasons, what parts of the role are still the same as a decade ago when you started there? What has changed?

• Over the past several years, hospitality has rapidly evolved. What trends were accelerated by COVID? What are the evolving expectations of guests as a result of COVID? What are the evolving expectations of employees?

• As a luxury and high-touch brand, how do you deploy technology to enable and keep your employees skills current? How do you harness technology to tap into the experiences of Four Seasons’ employees worldwide? How has technology changed the culture and management approach at the Four Seasons? How has enabling your employees positively impacted the guest experience?

• How has software not only changed basic HR functions but enabled a more collaborative environment? Are there specific tools that resonate more with employees than others? How has mobile technology and functionality, like video, changed employee’s expectations?

• Are there things you’ve learned from your digital transformation for guests that have impacted how you bring similar tools to employees?

• Are guests coming to associate properly curated uses of technology with “high touch?” 

• Many parts of the digital transformation journey are not visible, especially with data and AI. How have data platforms come to play a role in high-touch for guests and employees? How do you manage privacy and security of that data? How do you tap those same technologies to ensure cyber-security and physical security?

• What are you most excited about with the future of the hospitality industry? What technologies have the most potential to impact the guest and employee experience?

• Any last insights for your peers participating in the roundtable? Technology insights? Leadership insights?