Loyalty Manager is responsible for recognition and engagement of our most valuable Elite members through delivery of the highest quality member stay experience
He/she manages and coordinates all aspects of Elite members journey: from pre-arrival and arrival experience all the way to the follow up through post-stay feedback mechanisms
He/she directs, implements and evaluates quality of products and services provided to Elite members and partners with Loyalty Head Connector and Connector Team to make certain that there is an effective communication and delivery of Elite benefits program
He/she is also responsible for managing part of the Loyalty Operations department
CANDIDATE PROFILE
Education and Experience
2-year degree from an accredited university in Hospitality, Business Administration, or related major; 2 years experience in loyalty/guest relations/guest recognition or related professional area
OR
4-year degree from an accredited university in Hospitality, Business Administration, or related major; no work experience required
CORE WORK ACTIVITIES
Supporting Marriott Loyalty Program
Leads and mentors other team members on Marriott s Bonvoy Loyalty Program
Maintains complete knowledge of all Elite Member Benefits, Terms and Conditions
Adjusts Elite Member status when necessary according to established guidelines
Partners with Head Connector to update, appoint and activate connector team on property
Attends Loyalty and Connector meetings and webinars to continue professional development and learn about new enhancements and promotions of the Marriott s Bonvoy Loyalty Program
Promotes positive relations with Elite members by anticipating their needs and promptly responding to them
Monitors, responds and routes Elite members comments to the appropriate department when necessary
Maintaining Elite Appreciation, Guest Services and Front Desk Goals
Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the Elite, Cobalt and redemption stay members on a daily basis
Develops specific goals and plans to prioritize, organize, and accomplish work
Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
Assists with energy conservation efforts by monitoring compliance during property tours
Providing Exceptional Elite, Cobalt and redemption stay members Service and Property Operations Support
Provides services that go above and beyond Elite, Cobalt and redemption stay members expectations in order to promote Elite, Cobalt and redemption stay members satisfaction and retention
Sets a positive example for guest relations
Helps employees to provide excellent customer service
Assists in coaching and providing feedback to associates
Maintains high visibility in public areas during peak times
Provides immediate assistance to Elite, Cobalt and redemption stay members as requested
Interacts with Elite, Cobalt and redemption stay members on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction
Maintains knowledge of all hotel features and services, room types, rates special packages and promotions
Keeps track of daily arrivals, departures, room availability and scheduled in-house group activities
Maintains complete knowledge of all hotel and departmental policies and procedures
Monitors security of public areas of the hotel
Conducts pre-shift meetings to review and share information pertinent to daily business with other team members
Leading the Team and Conducting Human Resource Activities
Provides guidance and direction to subordinates
Assists as needed in the interviewing and hiring of other team members
Monitors effectiveness of departmental staffing guide
Provides training, development, professional discipline, and positive support for all employees within the department
Administers performance evaluations for all employees within the department
Facilitates departmental strategic planning meetings
Direct the performance of staff and follow up with coaching and guidance to praise or make corrections
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