Assistant Loyalty Manager Jobs

Job Number 23148235
Job Category Rooms & Guest Services Operations
Location Renaissance Bali Nusa Dua Resort, Kawasan Pariwisata Lot SW 4 & 5, Bali, Bali, Indonesia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
Job Summary
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.
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

• Adjusts Elite Member status when necessary according to established guidelines.
• Promotes positive relations with Elite members by anticipating their needs and promptly responding to them.
• Partners with Head Connector to update, appoint and activate connector team on property.
• Maintains complete knowledge of all Elite Member Benefits, Terms and Conditions.
• 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.
• Leads and mentors other team members on Marriott’s Bonvoy Loyalty Program.
• Monitors, responds and routes Elite members’ comments to the appropriate department when necessary.

Maintaining Elite Appreciation, Guest Services and Front Desk Goals

• Assists with energy conservation efforts by monitoring compliance during property tours.
• 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.
• 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.

Providing Exceptional Elite, Cobalt and redemption stay members Service and Property Operations Support

• Monitors security of public areas of the hotel.
• Maintains high visibility in public areas during peak times.
• Maintains knowledge of all hotel features and services, room types, rates special packages and promotions.
• Sets a positive example for guest relations.
• 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 complete knowledge of all hotel and departmental policies and procedures.
• Keeps track of daily arrivals, departures, room availability and scheduled in-house group activities.
• Provides immediate assistance to Elite, Cobalt and redemption stay members as requested.
• Helps employees to provide excellent customer service.
• Conducts pre-shift meetings to review and share information pertinent to daily business with other team members.
• 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.
• Assists in coaching and providing feedback to associates.

Leading the Team and Conducting Human Resource Activities

• Direct the performance of staff and follow up with coaching and guidance to praise or make corrections
• Facilitates departmental strategic planning meetings.
• Provides training, development, professional discipline, and positive support for all employees within the department.
• Monitors effectiveness of departmental staffing guide.
• Assists as needed in the interviewing and hiring of other team members.
• Provides guidance and direction to subordinates.
• Administers performance evaluations for all employees within the department.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
At Renaissance Hotels, we believe in helping our guests experience the DNA of the neighborhoods they are visiting. Our guests come to discover and uncover the unexpected, to dive into a new culture, or simply to make the most of a free evening. They see business travel as an adventure because they see all travel as an adventure. Where others may settle for the usual, our guests see a chance to bring home a great story. And so do we. We’re looking for fellow spontaneous explorers to join our team to bring the spirit of the neighborhood to our guests. If this sounds like you, we invite you to discover career opportunities with Renaissance Hotels. In joining Renaissance Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.