Loyalty Manager (Guest Relation Manager)

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.
• 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, standards and meeting the expectations of the Elite, Cobalt and redemption stay members on a daily basis.
• 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.
• Assists with energy conservation efforts by monitoring compliance during property tours.

• 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.
• Sets a positive example for guest relations.
• Helps employees to provide excellent customer service.
• Assists in coaching and providing feedback to associates.
• Maintains high visibility in public areas during peak times.
• 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.
• 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.
• Monitors security of public areas of the hotel.
• 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

• Competitive salary & Service charge
• 12 annual leave days per year
• 05 working days per week - 2 days off per week
• To be entitled to the prescribed insurance, including health insurance, social insurance, and unemployment insurance.
• 13th salary month.
• Training and career development by MARRIOTT INTERNATIONAL.
• Employee discount rates for Room and F&B at Marriott Hotel.

• Education 2-year/4-year degree from an accredited university in Hospitality, Business Administration, or related major
• Related Work Experience 2 years’ experience in loyalty/guest relations/guest recognition or related professional area.
• Supervisory Experience No supervisory experience is required