Job Description

Loyalty Manager is responsible for both engagement with non-members, to drive and support enrollment, and recognition and engagement of our valuable Elite members, through delivery of the highest quality stay experience. He/she manages and coordinates all aspects of guest’s 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 guests, and partners with Loyalty Head Connector and Connector Team to make certain that there is an effective communication and delivery of Elite benefits program.

CORE WORK ACTIVITIES

1. Managing all aspects of guest journey

• From the moment a reservation is received, drive the pre-arrival process and preparing all aspects of the guest stay:
  • Pre-arrival communication, including Travel planner follow up
  • Collection of information and preparation needed based on guest Elite status and preferences
  • Communication of needs and preferences to all departments
  • Selection of amenities based on VIP status and welcome cards preparation
• Organization of guest arrival at the hotel
• Drive guest preference collection and usage in all departments through usage of GXP.
• 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.
• 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.
• 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.
• Maintains high visibility in public areas during peak times.
• 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.

2. 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.
• Drive enrollment and Elite members recognition prior and during guest stay.
• 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
• 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.
• 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.

3. Leading the Team and Conducting Human Resource Activities

• Sets a positive example for guest relations.
• Helps employees to provide excellent customer service.
• Assists in coaching and providing feedback to associates.
• Conducts pre-shift meetings to review and share information pertinent to daily business with other team members.
• 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

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.

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.