Loyalty Manager
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Job Location:
Taipei City - Taiwan
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Purpose of Role
Loyalty Manager plays a key role for W Taipei to create guest loyalty and build loyalty beyond reason. By monitoring and analyzing feedback and comments from guests Loyalty Manager provides a comprehensive picture of guests experiences and the variance between experiences and expectations. Loyalty Manager proactively interacts with hotel guests prior to arrival during their stay and post-stays. Loyalty Manager digs into every valuable guest feedback to further elevate future guest experiences from all aspects. Loyalty Manager also works closely with Assistant Director of Welcome and Director of Rooms to bring cross-functional teams together to work on solutions for identified issues. This role is to support the Welcome Operation and inspire all talent to engage and create extraordinary guest experiences Loyalty Manager participates in thehotels daily operation; by focusing on the measurement of guests perceptions and attitudes about their overall experiences with the hotel.
Responsibly Description
Meet the guests and partner with W Insider on enhancing the Guest Experience:
-Assist with the Welcome Office daily operation during the check-in and check-out process. Focusing primarily on High Profile VIP Cobalt Redemption stay and Marriott Bonvoy elite guests Welcome and Farewell experiences.
-Use aggressive vs. passive hospitality skills to proactively approach guests and engage them in conversation to discover opportunities for WOW surprises.
-Constantly seek out and coordinate opportunities to surprise and delight the guests with unique and extraordinary experiences.
-Actively monitor arrival guests and their preferences in order to create more memorable and extraordinary experiences.
-Proactively engage guests and inquire about their experience at the hotel. Especially to meet those guests who correspond via W Insider email and previously left feedbacks on guestVoice and Empower GXP.
-Support W Insider to ensure the presence of W Insider (or Living Room Lizard) in Living Room area (i.e. when W insider is not available be in Living Room and interact with guests)
-Strategic planning and target on different group of guests periodically to understand guest experiences from diverse aspects.
At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.
Required Experience:
Manager
Key Skills
- Restaurant Experience
- Customer Service
- Employee Evaluation
- Management Experience
- Math
- Employment & Labor Law
- Sanitation
- Leadership Experience
- P&L Management
- Mentoring
- Supervising Experience
- Restaurant Management
About Company
At Le Méridien, we are inspired by the era of glamorous travel, celebrating each culture through the distinctly European spirit of savouring the good life. Our guests are curious and creative, cosmopolitan culture seekers that appreciate moments of connection and slowing down to savou ... View more
