Franchised Loyalty Manager Jobs

Job Number 23126363
Job Category Public Relations & Communications
Location Sari Pacific Jakarta Autograph Collection, Jalan MH Thamrin No 6, Jakarta, Jakarta, Indonesia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
Additional Information: This hotel is owned and operated by an independent franchisee, PT. Sariarthamas Hotel International. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.
Job Summary
MAIN DUTIES & RESPONSIBILITIES

• Manage and supervise the Loyalty Officer

▪ 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.

• Responsible for the planning of Elite, Cobalt & redemption stay members

Pre-Arrival
▪ Collaborate with 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 members 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.
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.
During stay
▪ Be present at the lobby, the Executive Lounge, restaurant during peak time with Elite members to engage and create emotional connection to anticipate the Elite members' needs. ▪ Be present to assist Elite members request on dining, facilities and activities during stays.
▪ Be responsible to capture actionable preference of Elite members during stays and give what matters to surprise and delight. Record the specific actionable preferences into Empower GXP.
Departures
▪ Prepare with Front Office on express check-out for Elite members if required.
▪ Bid fond farewell to Elite members.

• Problem experience analysis

▪ Take ownership as first contact resolution for Elite members, engage with Elite members to gather feedback during stay.
▪ Update Elite member preferences into Empower GXP and use Guest Planning Screen report to identify opportunities for future stays.

• Tracking and reporting

▪ Create daily meeting content on Elite members, My Marriott Bonvoy report to identify trends on member sentiments.
▪ Read and be familiar with the latest feedback and verbatim from members in relation to guestVoice – Elite Appreciation.

• Training and sustainment

▪ Well versed in Marriott Bonvoy Global Benefits and Asia Pacific Continent enhanced benefits.
▪ Host Loyalty operations meeting with Head Connector and connector team.
▪ Conduct Loyalty mindset training with Head Connector for new hire during on-boarding.
▪ Conduct current team training with Head Connector on new Marriott Bonvoy program initiatives.
▪ Train and drive My Marriott Bonvoy storytelling culture.
▪ Conduct refresher training with Head Connector when required to drive Elite Appreciation and Enrollment results.
▪ Communicate and organize with General Manager, Head Connector and Sales & Marketing Connector to create Marriott Bonvoy Moments.
▪ Communicate and organize with General Manager, Head Connector and Connector team to execute Marriott Bonvoy initiatives from Global and Asia Pacific Loyalty Operations.
REQUIREMENT

• For Indonesian Citizen Only
• Ability to maintain strict confidentiality.
• Ability to satisfactorily communicate in Bahasa Indonesia and English with guests, management, staff, and co-workers to their understanding.
• Ability to compute basic mathematical calculations. Knowledge of effective office organizational practices.
• Ability to provide legible communications.

This company is an equal opportunity employer.
frnch1
The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, 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.