Loyalty Manager

Job description

At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

Owned by multinational developer, Far East Consortium, The Ritz-Carlton, Perth will be a prominent anchor point within Perth's Elizabeth Quay development. Sitting just 30 metres from the waterfront, the 205-room hotel will occupy a 28-storey tower, which will also include a selection of impressive residential apartments. The Ritz-Carlton, Perth, together with The Towers at Elizabeth Quay, an upscale residential development located beside the hotel, will sit atop exclusive retail space, fine-dining experiences, and waterfront access. The Ritz-Carlton, Perth will also offer guests world-class amenities, including four distinctive restaurants and bars. The hotel is also ideally positioned to accommodate conference and meeting space demand in the city with 2,000 square metres of conference space, including a spacious 572 square metres ballroom fitted with the latest AV technology. Other facilities at the hotel include a Fitness Centre, which offers a gym, spa, and outdoor infinity swimming pool, while an open-roof courtyard with tropical, landscaped gardens creates a resort feel in a bustling city.

The hotel is set to open November 2019.

Desired profile

Qualifications :

JOB SUMMARY

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.

This personnel 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 component of Loyalty operations and programs launches.

The Loyalty Manager will partner with Human Resources to train & sustain My Marriott Bonvoy stories.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Working Rights

Candidates must have unrestricted working rights in Australia to be eligible to be considered for this position.

CORE WORK ACTIVITIES

MAIN DUTIES & RESPONSIBILITIES

1. Manage and supervise the Loyalty Officer

Strong communication and interpersonal skills.

Ability to direct the performance of staff and follow up with coaching and guidance to praise or make corrections.

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.

3. 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.

4. 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.

5. 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.

OTHER JOB RESPONSIBILITIES

1. Policies and Procedures

Maintain confidentiality of proprietary materials and information.

Follow company and department policies and procedures.

Protect the privacy and security of guests and coworkers.

Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Perform other reasonable job duties as requested by Supervisors.

2. Communicate effectively

Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Speak to Elite members and co-workers using clear, appropriate and professional language.

Exchange information with other employees using electronic devices.

Talk and listen to other employees to effectively exchange information.

Provide assistances to coworkers, ensuring they understand their tasks.

Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

3. Assist Management

Coordinate tasks and work with other departments to ensure that the department runs efficiently related to Marriott Bonvoy.

Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.

Help to onboard new hires with training and sustainment of Marriott Bonvoy.

4. Working with Others

Support all co-workers and treat them with dignity and respect.

Develop and maintain positive, productive working relationships with associates and other departments.

Handle sensitive issues with associates and/or guests with tact, respect, diplomacy and confidentiality.

Partner and assist others to promote an environment of teamwork and achieve common goals.

5. Quality Assurance/Quality Improvement

Comply with quality assurance expectations and standards.

Actively use guestVoice to support Loyalty execution on Elite members experiences or anticipate challenges prior to Elite members arrival.

6. Check-in/Check-out

Communicate to appropriate managers / staff about Elite members.

Review requests for late check-outs and provide guidance accordingly.

Verify and adjust billing for Elite members.

Activate room keys using electronic key machine and re-issue new room keys to Elite members as necessary by verifying guest identity and using electronic key machine.

7. Guest Services

Contact appropriate individual or department (e.g., Bellman, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve Elite members call, request, or problem.

Only shortlisted candidates will be contacted to go through our selection process.

The Ritz-Carlton is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.