Loyalty Manager

Additional Information

Location: 61 Wireless Road (Witthayu), Bangkok, East Java, Thailand, 10330
Schedule: Full Time
Position Type: Management

About the Role

Loyalty Manager is responsible for engagement with non-members to drive enrollment and for recognition and engagement of Elite members by delivering the highest quality stay experience. Manages and coordinates all aspects of the guest journey from pre-arrival through post-stay feedback, and partners with the Loyalty Head Connector and Connector Team to ensure effective communication and delivery of Elite benefits.

Responsibilities

• Manage all aspects of the guest journey, including pre-arrival communication, travel planner follow-up, preparation based on Elite status and preferences, selection of amenities and welcome cards, and organization of guest arrival.
• Drive guest preference collection and usage across departments through GXP and communicate needs/preferences to relevant teams.
• Coordinate day-to-day operations to ensure quality, standards and expectations for Elite, Cobalt and redemption stay members are met.
• Handle complaints, settle disputes, resolve grievances and negotiate as needed; monitor and respond to Elite members' comments and route to appropriate departments.
• Maintain high visibility in public areas during peak times and keep complete knowledge of all hotel features, services, room types, rates, packages and promotions.
• Keep track of daily arrivals, departures, room availability and scheduled in-house group activities; support energy conservation efforts during property tours.
• Lead and mentor team members on Marriott Bonvoy Loyalty Program, maintain knowledge of Elite Member benefits and terms, drive enrollment and recognition, adjust Elite status per guidelines, and partner with Head Connector to activate connector team on property.
• Provide exceptional service to Elite, Cobalt and redemption stay members, obtain regular feedback on product and service quality, and support property operations to promote satisfaction and retention.
• Lead team and conduct HR activities including coaching, pre-shift meetings, interviewing and hiring support, training and development, administering performance evaluations, and facilitating departmental strategic planning.

Qualifications

• 2-year degree from an accredited university in Hospitality, Business Administration, or related major plus 2 years' experience in loyalty/guest relations/guest recognition or related area
• OR 4-year degree from an accredited university in Hospitality, Business Administration, or related major; no work experience required

About the Company

The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories.

At Marriott International, we are dedicated to being an equal opportunity employer and actively foster an environment where the unique backgrounds of our associates are valued and celebrated.