Loyalty Manager

  • Le Meridien Petaling Jaya Hotel
  • Le Méridien Petaling Jaya, Jalan SS 7/26, SS7, Petaling Jaya, Selangor, Malaysia
  • Jan 15, 2024
Full time Front Office Deparment

Job Description

  • The Loyalty Manager plays a pivotal role in enhancing the experience of Marriott Bonvoy Elite members by consistently delivering top-notch stay experiences and ensuring the highest levels of guest satisfaction.
  • Responsible for overseeing all aspects of Marriott Bonvoy members' journeys, from pre-arrival preparations to post-stay feedback mechanisms.
  • Ensuring the smooth operation of the LM Club at all time.
  • Possess complete knowledge of all Marriott Bonvoy Elite Member Benefits, Terms and Conditions.
  • Promotes positive relations with Marriott Bonvoy Elite members by anticipating their needs and promptly responding to them.
  • Monitors, responds and routes Elite members’ comments to the appropriate department when necessary.
  • Leads and mentors other team members on Marriott’s Bonvoy Loyalty Program.
  • Handle all the LM Club information, room status and make appropriate preparations before guest arrival.
  • Acquaint with the rate structure, room categories, F&B outlets and all kind of facilities that provide in the hotel.
  • Monitor the room status, supervise Club Lounge and public areas are clean, items are well placed.
  • Greet the VIP guest upon their arrival, check-in and coordinate the welcome amenity.
  • Welcome the Club Floor guest, introduce the service and facilities.
  • Deal with the complaints and emergencies of LM Club.
  • Provide training to new associates, and give the helpful assistance timely.
  • Keep all the items well, check the consumption records of drinks and other items.
  • Performs check-ins and check-outs promptly and efficiently according to brand standards.
  • Ensure associates provide a personal, memorable and efficient departure experience to guest reflecting the Le Meridien culture.
  • Is totally familiar with the Front Desk (Reception/Cashiering) back-up procedures in the event that any Front Office equipment malfunctions.
  • Ensures all interactions with guests are handled professionally and with care adhering to hotel’s policies and procedures.
  • Note and obtain any guests’ preferences for update to guests’ profiles.