CORE WORK ACTIVITIES
Supporting Marriott Loyalty Program
Develops specific goals and plans to prioritize, organize, and accomplish work.
Adjusts Elite Member status when necessary according to established guidelines.
Maintaining Elite Appreciation, Guest Services and Front Desk Goals
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.
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.
Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Maintains complete knowledge of all Elite Member Benefits, Terms and Conditions.
Partners with Head Connector to update, appoint and activate connector team on property.
Monitors, responds and routes Elite members’ comments to the appropriate department when necessary.
Promotes positive relations with Elite members by anticipating their needs and promptly responding to them.
Assists with energy conservation efforts by monitoring compliance during property tours.
Providing Exceptional Elite, Cobalt and redemption stay members Service and Property Operations Support
Keeps track of daily arrivals, departures, room availability and scheduled in- house group activities.
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.
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.
Conducts pre- shift meetings to review and share information pertinent to daily business with other team members.
Maintains high visibility in public areas during peak times.
Assists in coaching and providing feedback to associates.
Provides immediate assistance to Elite, Cobalt and redemption stay members as requested.
Helps employees to provide excellent customer service.
Maintains knowledge of all hotel features and services, room types, rates special packages and promotions.
Maintains complete knowledge of all hotel and departmental policies and procedures.
Monitors security of public areas of the hotel.
Sets a positive example for guest relations.
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
Provides training, development, professional discipline, and positive support for all employees within the department.
Provides guidance and direction to subordinates.
Administers performance evaluations for all employees within the department.
Assists as needed in the interviewing and hiring of other team members.
Monitors effectiveness of departmental staffing guide.
Facilitates departmental strategic planning meetings.
