Loyalty Manager

**JOB SUMMARY**
- The incumbent will be accountable to the Director of Rooms and Front Office Manager in the overall management of Elite guest experience at every conceivable touchpoint from guest pre-arrival to post departure and including guests’ exclusive access and experience from At Your Service Section.
- The Loyalty Manager will build on Marriott’s Art of Hosting service culture, focus on Elites and ensure strong service in mission-critical areas of the Hotel. To this end, he/she will have parallel and immediate supervisory control and command as Duty Managers, over the function at the Reception, Concierge, Bell Services; and sole responsibilities for ensuring service standards and excellence at the At Your Service.
- While his/her core responsibility is at the Elite Loyalty, he/she will lead the At Your Service team and deployable at all guest touchpoints based on the service exigencies and demands throughout the day and throughout the guest stay.
- The Loyalty Manager is responsible to recognize and engage with our Elite, Cobalt and redemption stay members to deliver on the highest quality of member stay experience.
- This role manages and coordinates all aspects of Elite, Cobalt and redemption stay members experience from arrival on meet and greet, during stays as one point of contact and recognition throughout the entire hotel, departures to bid farewell and post-stay feedback in Empower GXP and with Customer Engagement Centre.
- The Loyalty Manager directs, implements and evaluates the quality of products and services provided to Elite, Cobalt & redemption stay members as measured by guestVoice - Elite Appreciation and Enrollment results.
- The Loyalty Manager will partner with Marriott Bonvoy Head Connector and Connector team to ensure effective communication and member engagement pull-through across the entire hotel, in creating extra-ordinary and highly personalized experiences to Elite, Cobalt and redemption members. The Marriott Bonvoy Loyalty Manager will also support the Marriott Bonvoy Head Connector in activation and implementation of Marriott Bonvoy Program initiatives.
- Responsible for managing and supervising all components of Loyalty operations and programs launches while ensuring the smooth operations of the AYS, he/she will be expected to cover the duties of the Duty Manager when required overseeing overall Front Office operations.
- The Loyalty Manager will partner with Human Resources to train & sustain My Marriott Bonvoy stories.

**JOB DUTIES AND RESPONSIBILITIES**

1. Manage and supervise the Loyalty Officer / At Your Service Team
- Strong communication and interpersonal skills.
- Excellent organizational skills.
- Excellent leadership skills.
- Ability to prioritize and organize work assignments; delegate work.
- Ability to be a clear thinker, analyze and resolve problems, exercising good judgement.
- Ability to direct the performance of staff and follow up with coaching and guidance to praise or make corrections.
- Ability to motivate staff and maintain a cohesive team.

2. Responsible for the planning of Elite, Cobalt & redemption stay members:
**Pre-Arrival**:

- Collaborate with Hotel Ambassador Liaison of Customer Engagement Center (CEC) on special requests and arrangement for Ambassador Elite members and Cobalt members.
- Collaborate with Head Connector and Connector team to review the service strategy on Elite member’s journey to drive Elite Appreciation by tiers.
- Collaborate with Rooms Controller to check on all arrangement are smooth for Elite, Cobalt and redemption stay members requests on pre-arrival planning of pre-block rooms for arrivals, allocation of room upgrades, amenities based on Elite members’ preferences and redemption stay requests.
- Review Elite members redemption stay reservation and special occasions stay information (e.g., birthday, anniversary, wedding couples, family stay etc.) to create “surprise and delight” moments and coordinate with Head Connector, Connector team and other departments to ensure stay preferences are executed.
- Be responsible for organizing and executing personalized welcome card from General Manager/ Executive Committee/Head Connector for welcome amenities or special occasions of Elite members.
- Plan and coordinate with the respective hotel departments for any arrangements prior the guest arrival.

**Arrival**:

- Be responsible for monitoring and taking care of Elite members on arrival experience with Bell Services and Front Desk.
- Be responsible to ensure warm welcome of Elite members upon arrival by General Manager/Executive Committee/Head Connector/Loyalty Manager/Loyalty Officer based on tiers.
- Be responsible and collaborate with Front Desk on fast check-in or in-room check-in by Loyalty Officer.
- Welcome the guest personally to the hotel at check-in

**During stay**:

- Be present at the lobby, the Executive Lounge, restaurant during peak time with Elite members to engage and create emotional conne