Job Description

【Purpose of Role】

Loyalty Manager plays a key role for W Taipei to create guest loyalty and build loyalty beyond reason. By monitoring and analyzing feedback and comments from guests, Loyalty Manager provides a comprehensive picture of guests’ experiences and the variance between experiences and expectations. Loyalty Manager proactively interacts with hotel guests prior to arrival, during their stay and post-stays. Loyalty Manager digs into every valuable guest feedback to further elevate future guest experiences from all aspects. Loyalty Manager also works closely with Assistant Director of Welcome and Director of Rooms to bring cross-functional teams together to work on solutions for identified issues. This role is to support the Welcome Operation and inspire all talent to engage and create extraordinary guest experiences daily. The Loyalty Manager participates in the hotel’s daily operation; by focusing on the measurement of guests’ perceptions and attitudes about their overall experiences with the hotel.

【Cast Key Responsibilities】

Meet the guests and partner with W Insider on enhancing the Guest Experience:

1. Assist with the Welcome Office daily operation during the check-in and check-out process. Focusing primarily on High Profile, VIP, Cobalt, Redemption stay and Marriott Bonvoy elite guest’s Welcome and Farewell experiences.
2. Use “aggressive” vs. passive hospitality skills to proactively approach guests and engage them in conversation, to discover opportunities for WOW surprises.
3. Constantly seek out and coordinate opportunities to surprise and delight the guests with unique and extraordinary experiences.
4. Actively monitor arrival guests and their preferences in order to create more memorable and extraordinary experiences.
5. Proactively engage guests and inquire about their experience at the hotel. Especially, to meet those guests who correspond via W Insider email and previously left feedbacks on Guest Voice and Empower GXP.
6. Support W Insider to ensure the presence of W Insider (or Living Room Lizard) in Living Room area (i.e. when W insider is not available, be in Living Room and interact with guests)
7. Strategic planning and target on different group of guests periodically to understand guest experiences from diverse aspects.
8. Serve as a Leader and drive Welcome Office initiatives that enhance the guest experience and empower talent to create more memorable experiences.
9. Partner with W Insider to provide exclusive guest experience, for example, sweet simple things, wink and wow opportunities, during guests’ stay to create personalized lasting memories.
10. Spend time in “need” areas of the hotel such as WHEELS entrance, WOOBAR, Seasons by olivier e., FIT, and etc. To interact with hotel guests and make sure Talent are constantly delivering WOW experience in professional manners.
11. Participate and attend W Happenings, W Taipei community cares events and any W Taipei social or promotional events
12. Follow all company policies and procedures.

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.