Lead Platform Engineer, F&B Technologies

The Lead Platform Engineer, F&B Technologies serves as the technical authority and platform owner for Four Seasons' global Food & Beverage technology ecosystem, including Point of Sale (POS), Restaurant Reservations, Table Management Systems, Mobile Ordering, and related integrations.

This role will report to the Sr. Director, Hotel Information Systems and is responsible for defining and evolving the technical architecture, platform standards, integration frameworks, security controls, and deployment models supporting F&B technologies across the global portfolio. The Lead Platform Engineer partners closely with business stakeholders, vendors, infrastructure teams, cybersecurity teams, and support organizations to ensure highly reliable, scalable, and secure technology solutions.

The role combines deep technical expertise with strategic platform leadership to drive innovation, improve operational efficiency, simplify deployments, and enhance the guest experience through modern hospitality technologies.

The successful candidate serves as the senior technical subject matter expert responsible for platform architecture decisions, technology roadmaps, solution designs, engineering standards, and technical governance of the F&B technology landscape.

What You'll Be Doing:

Platform Strategy & Architecture

• Own the technical roadmap for the global F&B technology ecosystem.
• Define platform architecture standards for Point of Sale, Restaurant Reservations, Mobile Ordering, Table Management Systems and other related integrations.
• Develop future-state architecture models that align with enterprise technology strategies.
• Evaluate emerging hospitality technologies and identify opportunities for modernization, automation, and innovation.
• Lead technical assessments for new products, integrations, and platform enhancements.
• Establish technical standards and reference architectures for hotel deployments.

Platform Engineering & Design

• Design scalable, resilient, and secure platform solutions supporting global hotel operations.
• Lead architecture and technical design reviews for new implementations and major upgrades.
• Develop deployment frameworks, configuration standards, and engineering documentation.
• Define integration patterns between F&B technologies and:
  • Property Management Systems (PMS),
  • ERP and Finance systems,
  • Loyalty and Membership platforms,
  • Mobile applications,
  • Reporting and analytics solutions,
  • Digital guest engagement platforms.
• Provide technical oversight for large-scale implementations, migrations, and platform transformations.

System Support & Escalations

• Serve as the corporate point of contact for hotels to escalate urgent core hotel systems issues to vendor and internal support teams.
• Work with internal teams to identify possible solutions for high-priority escalated issues.
• Provide direction to internal support teams on critical system issues.
• Document solutions and share with internal support teams.

Integration & API Engineering

• Lead the design and governance of APIs, middleware solutions, and system integrations.
• Establish integration standards and best practices across all F&B technology platforms.
• Support modernization initiatives focused on API-first architectures.
• Collaborate with Enterprise Architecture and Integration teams on cross-platform solutions.
• Ensure reliable data flows between operational, financial, and guest-facing applications.
• Develop reusable integration patterns to accelerate future deployments.

Technology Budgeting

• Partner with the business and vendors to determine on-going F&B Technology and related components costs.
• Assist hotels with vendor quotations review.
• Provide understanding of project cost determinations, and any budget instructions.

Vendor Management

• Manage relationship with Oracle Hospitality for Simphony Cloud POS.
• Influence product roadmap and advocate for enhancements.
• Coordinate with system integrators and third-party vendors.
• Act as escalation point for critical platform issues.

Platform Reliability & Operational Excellence

• Establish platform performance, availability, and operational standards.
• Drive root-cause analysis and permanent resolution of systemic issues.
• Review architectural weaknesses and develop plans for continuous improvement.
• Support major incident response and technical escalations involving critical F&B platforms.
• Develop monitoring, observability, and operational health metrics for supported systems.
• Partner with support teams to reduce technical debt and improve platform stability.

Technical Governance & Standards

• Own technical standards, deployment models, and engineering documentation for F&B technologies.
• Maintain approved platform configurations and reference implementations.
• Review vendor product roadmaps and assess impact on existing architectures.
• Govern software lifecycle planning, upgrades, and technical currency initiatives.
• Work closely with Security, Infrastructure, and Enterprise Architecture teams to ensure adherence to corporate standards.
• Create technical implementation guides, engineering playbooks, and deployment standards.

Innovation & Continuous Improvement

• Research emerging hospitality and restaurant technology solutions.
• Lead proof-of-concept initiatives and technical evaluations.
• Drive automation opportunities that reduce operational effort and improve service quality.
• Promote cloud-native, API-driven, and automation-first approaches where applicable.
• Champion engineering excellence and technical best practices across the organization.
• Identify opportunities to improve guest and employee experiences through technology innovation.

What You Bring:

• Bachelor's degree in computer science, Information Technology, Software Engineering, or related discipline.
• Equivalent combination of education and experience will be considered.
• 8+ years of experience supporting enterprise hospitality technology platforms.
• 5+ years of experience with POS and Food & Beverage technologies.
• Experience designing and supporting global-scale technology deployments.
• Strong background in enterprise application integrations and platform architecture.
• Experience with cloud technologies, APIs, middleware, and distributed systems.
• Hospitality industry experience preferred.
• Extensive Simphony Cloud POS experience is required.
• Hotel applications (POS, Restaurant Reservations System, Membership Systems, Golf & Activity applications, etc).
• Payment gateways.
• Experience in or knowledge of Hotel operations.
• Knowledge of specific hospitality industry applications landscape.
• Intermediate experience and knowledge of Microsoft Excel, Word, Visio and MS project.

Key Skills/Who You Are:

Communication

• Translates complex and difficult information into messages that are easy to understand.
• Modifies communication style and approach to meet the needs of the situation and audience.
• Delivers complex messages clearly and with sensitivity to others needs, cultures, background and knowledge.
• Presents in a professional, polished and succinct manner.
• Creates clear and concise written information using appropriate content, format and structure.
• Encourages regular formal and informal two-way communication.
• Prepares and delivers well thought out presentations integrating theory, knowledge, and best practice.

Delivering Results

• Sets and achieves high standards and goals reaching beyond what is required, encourages others to do the same.
• Considers the return on investment prior to starting a new initiative or project.
• Tackles unforeseen problems and challenges with energy and persistence.
• Is resilient; accepts difficult challenges and tasks and perseveres in achieving results.
• Inspires others to continually improve and exceed set goals and objectives.
• Actively seeks knowledge and skills to improve performance and continuously reviews own progress against goals and objectives.
• Steps in and volunteers to help others when needed to help deliver results.

Flexibility/Adaptability

• Helps others to maintain perspective and composure in ambiguous situations.
• Finds and applies different approaches to work, can quickly change approach to suit audience or situation.
• Maintains effectiveness during periods of rapid change, or in difficult or crisis situations.
• Moves easily and confidently between different roles, situations and cultures, adapts behavior based on situation and individual needs.
• Understands and adapts to the requirements of different generations, matching styles and approaches to their differing needs.
• Remains unflappable with a positive demeanor when change is necessary; is a role model for the team and others in change management behaviors.

Innovation and Creativity

• Keeps up to date with service and product innovations; responds quickly to new opportunities.
• Works with others to produce bold ideas and solutions which benefit the whole organization.
• Is open to new technologies and seeks to apply them to develop faster or less expensive ways of doing things.
• Creates opportunities for employees to share new ideas for operational, product and service improvements.
• Seeks insights from others, is committed to sharing new ideas and learning with colleagues.
• Effectively reviews and measures the implementation of new ideas for guest impact and return on investment.

Problem Solving

• Ensures proper processes and systems are in place to prevent problems from re-occurring.
• Recognizes where problems are symptoms of a broader or more complex issue, challenges and uses questions to understand the root cause and generate a broader range of possible solutions.
• Gathers information from a variety of different sources; solicits ideas, experience and input from others in the team to enhance the quality of and buy in to solutions.
• Prioritizes problems on the basis of analysis of available information and assesses the risks and opportunities of alternative courses of action.

Planning and Organizing

• Prioritizes tasks to be achieved and determines necessary resources to achieve short term activities for self and others.
• Generates action lists to break down tasks and activities, creating clarity for team members and setting expectations.
• Adjusts work-schedules to accommodate new or changing requirements within established deadlines.
• Manages own and others time efficiently, effectively communicates and delegates tasks.
• Distinguishes the important from the urgent to meet objectives.
• Recognizes when sticking to the plan is necessary and when it needs to be adapted to accommodate changing situations.

Professionalism and Integrity

• Holds self and others to account for the delivery of results, celebrates successes and ensures individuals and teams learn from mistakes.
• Leads by example, role modeling the standards of behavior and quality of work required.
• Participates in the development and implementation of workplace policies designed to ensure the highest standards of work and professional behavior.
• Understands the impact of own emotions and behaviors and the impact they have on others
• Demonstrates empathy to others feelings and perspectives.
• Gives constructive feedback even in difficult situations to build others skills and capabilities.

Relationship Management

• Identifies, builds and maintains a network of relationships with key influencers, colleagues and stakeholders to support the achievement of goals.
• Fosters trust between team members and encourages openness and honesty in all communications.
• Builds a diverse team with complementary skills and inspires the team around the importance of their role within the larger organization.
• Builds bridges to connect levels and roles to ensure effective delivery of goals and objectives.

Influencing

• Develops specific approaches to influencing and shaping the opinions of key stakeholders, develops a strategy for persuading others in advance.
• Takes into account the style and preferences of the other party, adapts own style appropriately and is able to use.
• a range of different influencing styles and tactics to achieve req