Personalization & loyalty
Four Seasons – Recommendation Engine
The initiative established a multi-channel recommendation vision, prioritized MVP requirements, and aligned stakeholders around a staged roadmap.
- Role
- Personalization strategy, business architecture, and workshop leadership
- Year
- 2025
- Capabilities
- Personalization strategy · Workshop facilitation · Business architecture · Roadmap development
Business context
Relevant recommendations depended on aligning customer needs, content, operations, loyalty, and digital channels across a long and varied guest journey.
Indicator of value
The initiative established a multi-channel recommendation vision, prioritized MVP requirements, and aligned stakeholders around a staged roadmap.
Executive summary
The Recommendation Engine initiative defined how Four Seasons could make helpful, context-aware recommendations across inspiration, planning, booking, pre-stay, on-property, and post-stay moments.
The opportunity
Guests encounter a broad range of potential choices—from destinations and accommodations to dining, experiences, transportation, amenities, and services. The challenge was to make these choices more relevant without treating each channel as a separate product.
My role
I conceived and led the business vision, facilitated cross-functional journey workshops, and translated the resulting needs into MVP requirements and a roadmap.
Approach and strategic decisions
- Mapped recommendation opportunities across the full guest journey.
- Brought web, app, email, loyalty, experience, and operational perspectives into one shared model.
- Used workshops to turn a broad ambition into prioritized requirements and decisions.
- Framed recommendations as a capability that connects customer understanding with relevant inventory and service.
Outcome
The work established an aligned vision and practical delivery foundation for an enterprise recommendation capability.
What the work reinforced
Personalization becomes credible when the experience is useful in the moment and supported by the organization behind it.