Loyalty & Quality Manager

HOTEL DESCRIPTION

A Luxury Collection Resort & Spa, Jimbaran, Bali offers 64 keys including 39 guestrooms and 25 villas. Located on a scenic 2-hectare site in Bali’s historic fishing village of Jimbaran, the resort enjoys elevated views of both sunrise and sunset, and is just 20 minutes from Ngurah Rai International Airport. Guests will experience a refined selection of amenities including an all-day dining restaurant, specialty dining, bars, resort pools, a fitness center, and a Luxury Collection Spa. The resort is estimated to open in Q1 2027.

JOB SUMMARY

Loyalty & Quality 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. He/she implements quality assurance processes and verifies training and development activities are strategically linked to the company’s mission, vision, brand standards, and targets customer needs. Verifies employee satisfaction and focuses on continuous improvement at the property level. This position champions the Quality function and builds support for change.

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.

• Ability to understand quality management practices and teaches to others.

• Ability to understand data collection methods.

• Knowledge of budget preparation and the control of costs.

• Working knowledge of statistical measurement tools.

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

Managing Quality Assurance Goals

• Attends daily executive committee meetings to give real time updates on hotel performance, address guest incidences and attends monthly department meetings to enhance quality training.

• Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas.

• Coordinates a weekly quality meeting focusing on guestVoice, top incidents, and business standard audits.

• Records, tracks, and communicates the progress of quality related activities in the hotel to executive committee members, managers, associates, and the corporate office.

• Facilitates problem solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution.

• Facilitates process improvement teams, verifying use of the systematic processes, and improvement is achievable and measurable.

• Immerses in operations to better understand issues/defects faced on the ground.

• Drives several initiatives for business standard audits and guestvoice.

• Conducts monthly audit to verify compliance with company and brand standards.

• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.

• Directs property quality efforts to address critical customer requirements.

• Completes other reasonable duties as requested by leadership.

 

 

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

 
From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.