Terri Dillon

Background

About Terri Dillon

As Deputy Chief Operating Officer of Four Seasons Hotels, I am responsible for ensuring that our hotels around the world are operated in accordance with the company's standards and strategies. I work closely with senior management to develop and execute operational strategies that deliver exceptional guest service and quality guest experiences.My responsibilities include:Operations Management: I am responsible for overseeing and managing the day-to-day operations of hotels around the world, ensuring that operations are in line with the company's standards, policies and procedures. I am responsible for ensuring the smooth operation of the hotels, including housekeeping, food and beverage and entertainment services, facility maintenance, staff management and training.CUSTOMER SERVICE: As Deputy COO, I am committed to providing exceptional customer service. Ensure that the hotel meets the highest standards of service quality and customer satisfaction by training and motivating staff to create a warm, professional and unique customer experience.QUALITY CONTROL: I am responsible for ensuring that the hotel's quality control standards are adhered to and enforced. I am responsible for overseeing the quality assessment and review of each hotel to ensure that the hotel meets or exceeds brand standards and provide recommendations and strategies for improvement.REVENUE AND PROFIT MANAGEMENT: Participate in the development and implementation of the hotel's revenue and profit management strategies. Work with the finance team to monitor the hotel's financial performance and develop strategic plans to achieve predetermined goals and profit targets.TEAM LEADERSHIP AND DEVELOPMENT: As a leader, it is my responsibility to guide and develop the hotel team. I provide leadership and guidance, motivate employees to achieve performance excellence, and provide training and development opportunities to ensure the professional growth and success of the team.