Loyalty Manager

About the Role

Loyalty 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.

Responsibilities

• Leads and mentors team members on Marriott’s Bonvoy Loyalty Program and maintains complete knowledge of all Elite Member Benefits, Terms and Conditions.
• Adjusts Elite Member status when necessary and partners with Head Connector to update, appoint and activate connector team on property.
• Attends Loyalty and Connector meetings and webinars to stay updated on program enhancements and promotions.
• Promotes positive relations with Elite members by anticipating needs, responding promptly, and monitoring, responding and routing member comments to appropriate departments.
• Coordinates day-to-day operations to ensure quality and standards for Elite, Cobalt and redemption stay members; develops goals and plans to prioritize and accomplish work.
• Handles complaints, settles disputes, resolves grievances and negotiates as needed; assists with energy conservation efforts during property tours.
• Provides services beyond expectations to promote satisfaction and retention; sets a positive example and helps employees provide excellent customer service.
• Coaches and provides feedback to associates, maintains high visibility in public areas during peak times, and provides immediate assistance to members as requested.
• Interacts regularly with members to obtain feedback on product quality, service levels and overall satisfaction.
• Maintains knowledge of hotel features, room types, rates, special packages and promotions; keeps track of daily arrivals, departures, room availability and in-house group activities.
• Maintains knowledge of hotel and departmental policies and procedures, monitors security of public areas, and conducts pre-shift meetings to share information.
• Provides guidance and direction to subordinates; assists in interviewing and hiring; monitors staffing effectiveness; administers training, development, discipline and performance evaluations; facilitates departmental strategic planning and follows up with coaching and guidance.

Qualifications

• 2-year degree from an accredited university in Hospitality, Business Administration, or related major and 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 with no work experience required.

About the Company

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. JW Marriott is part of Marriott International's luxury portfolio and believes our associates come first.