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Assistant Manager Resort Experience

4-5 years

Kolkata

1 vacancy

Assistant Manager Resort Experience

Marriott International

posted 17hr ago

Job Description


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

Employment Type: Full Time, Permanent

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