Manager, Loyalty

JOB SUMMARY

Loyalty & Training Manager is responsible for recognition and engagement of our most valuable Elite members through delivery of the highest quality member stay experience. Also helps drive company values and philosophy and ensures all training and development activities are strategically linked to the organization’s mission and vision.  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 is also responsible for managing part of the Loyalty Operations department, conducts need assessments, designs and develops training programs and facilitates the delivery of both custom and corporate training programs. 

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. 
• Adjusts Elite Member status when necessary according to established guidelines.
• Maintains complete knowledge of all Elite Member Benefits, Terms and Conditions.
• 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.
• 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.
• Maintains knowledge of all hotel features and services, room types, rates special packages and promotions.
• Review amenities program and member activities/program with Butler team on routine basis.

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.
• 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
• Sets a positive example for guest relations, helps employees to provide excellent customer service.
• Maintains high visibility in public areas during peak times. Provides immediate assistance to Elite, Cobalt and redemption stay members as requested.
• Keeps track of daily arrivals, departures, room availability and scheduled in-house group activities.

Evaluating and Administering Training Programs Effectiveness

• Observes service behaviors of employees and provides feedback to individuals and/or managers 
• Helps employees identify specific behaviors that will contribute to service excellence
• Maintains complete knowledge of all hotel and departmental policies and procedures.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Measures transfer of learning from training courses to the operation.
• Work together with Quality Leader to review guest satisfactory level and propose work around whenever necessary.
• Support operations for Rooms department, and coordinate with other related departments to achieve total guest satisfaction.