Loyalty Team Leader

POSITION SUMMARY

Purpose of Role

Loyalty Team Leader plays a key role for W Taipei to create guest loyalty and build loyalty beyond reason. Loyalty Team Leader proactively interacts with hotel guests prior to arrival during their stay and post-stays. Loyalty Team Leader digs into every valuable guest feedback to further elevate future guest experiences from all aspects. The Loyalty Team Leader works closely with the W Insider & Loyalty Manager to create unique surprising and extraordinary guests experiences. The Loyalty Team Leader supports the W Insider & Loyalty Manager and assumes their roles and responsibilities in the absence of the W Insider & Loyalty Manager. This role is to support the Welcome Operation and inspire all talent to engage and create extraordinary guest experiences daily. The Loyalty Team Leader participates in thehotels daily operation; by focusing on the measurement of guests perceptions and attitudes about their overall experiences with the hotel.

Cast Key Responsibilities

Meet the guests and partner with W Insider on enhancing the Guest Experience:

with the Welcome Office daily operation during the check-in and check-out process. Focusing primarily on High Profile VIP and Cobalt Redemption stay and Marriott Bonvoy elite guests Welcome and Farewell experiences.

aggressive vs. passive hospitality skills to proactively approach guests and engage them in conversation to discover opportunities for WOW surprises.

seek out and coordinate opportunities to surprise and delight the guests with unique and extraordinary experiences.

monitor arrival guests and their preferences in order to create more memorable and extraordinary experiences.

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.

the W Insider in their absence and assumes their roles and responsibilities.

everything and anything that is NOW in fashion music design etc. And drive Insider Culture to ensure fellow talents understand up to date trends in these and other fields.

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)

planning and target on different group of guests periodically to understand guest experiences from diverse aspects.

as a Leader and drive Welcome Office initiatives that enhance the guest experience and empower talent to create more memorable experiences.

with W Insider to provide exclusive guest experience for example sweet simple things wink and wow opportunities during guests stay to create personalized lasting memories.

time in need areas of the hotel such as WHEELS entrance WOOBAR Seasons by olivier e. FIT and etc. To interact with hotel guests and make sure Talent are constantly delivering unique experiences in professional manners.

and attend W Happenings and W Taipei community cares events and any W Taipei social or promotional events.