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 perks program. He/she is also responsible for managing part of the Loyalty Operations department.
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.
• Maintains complete knowledge of all Elite Member Perks, Terms and Conditions.
• 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
• Coordinates day-to-day operations, ensuring the quality, st