Loyalty Manager

Loyalty Manager – Job Description

The Loyalty Manager is responsible for elevating the recognition, satisfaction, and engagement of Marriott Bonvoy Elite members by ensuring a seamless and exceptional end‑to‑end stay experience. This role oversees Elite member operations, partners closely with the Connector Team, and manages key functions within the Loyalty Operations department.
Key Responsibilities

Maintain up‑to‑date knowledge of all Elite benefits, program updates, promotions, and terms & conditions.
Develop goals, work plans, and operational strategies to drive service standards and member satisfaction.
Oversee the full Elite member journey, from pre‑arrival preparation to post‑stay feedback follow‑up.
Assist in coaching and guiding associates to deliver outstanding guest service and maintain brand standards.
Conduct daily pre‑shift briefings to communicate business priorities, member arrivals, and operational updates.
Uphold hotel policies, procedures, and security standards while fostering a positive, service‑driven team environment
Provide hands‑on guest engagement in lobby and public areas, ensuring visibility and quick response to member needs.
Support property operations by tracking daily arrivals, room assignments, hotel occupancy, and special events.
Ensure daily operational excellence for Elite, Cobalt, and redemption stay members, maintaining high service quality and consistency.
Safeguard Elite member recognition through accurate status adjustments and personalized service delivery.
Monitor Elite member feedback, address concerns promptly, and coordinate issue resolution with relevant departments.
Lead and mentor the property’s Loyalty and Connector teams, ensuring strong understanding and delivery of Marriott Bonvoy Elite member benefits.

Education:
Bachelor’s degree in Human Resources, Business Administration or Hospitality/ Tourism management
Working Experience & Knowledge:

2–5 years of Front Office experience in a 5‑star hotel, including proven supervisory or team‑lead responsibilities.
Meticulous attention to detail, with a strong commitment to delivering consistent, high‑quality service and operational excellence.
Exceptional English communication skills, both verbal and written, with the ability to craft clear, persuasive proposals and professional correspondence.
Strong knowledge of guest services, loyalty programs, and guest recognition processes (Marriott Bonvoy experience is a strong advantage).
Proficiency with property management systems (e.g., OPERA) and Microsoft Office applications is preferred.

BENEFITS:

Social Insurance as per law & Accident 24/7 Insurance
Access to leadership training, industry conferences, and certifications.
Attractive program with Preferential Prices for Employees.
Other benefits following Hotel policy & Vietnam labor law
Opportunity to work with international markets and diverse client portfolios.
Attractive salary package

Cập nhật gần nhất lúc: 2026-02-14 11:40:02