Job Description For Loyalty and Rewards Manager

JOB TITLE : Loyalty Manager / Rewards Manager

REPORTS TO: Marketing Manager / Director or Sales and Marketing

POSITION SUMMARY:

As a Rewards and Loyalty Manager, you will be responsible for developing and managing programs that increase customer loyalty and retention. You will work closely with other departments to ensure that customers are receiving the best possible experience. In addition, you will be responsible for analysing customer data to identify trends and areas of opportunity.

LOYALTY MANAGER DUTIES AND RESPONSIBILITIES :

• Monitor guest relations personnel to ensure maximum guest satisfaction by personally recognising all PCR members, VIPs, and repeat guests, and providing prompt cordial attention from arrival to departure.

• Check in with guest relations personnel to ensure that Priority Club members receive all benefits on a consistent basis, and that repeat guests and other VIPs receive special recognition and service.

• On a daily basis, review all expected arrivals and pre-select PCR enrolment targets.

• Prior to arrival, inspects all pre-assigned PCR member and VIP rooms.

• Greet VIPs, PCRs, and repeat visitors personally.

• Liaise with other departments and any necessary outside contracts to ensure excellent service delivery.

• Oversee the upkeep of an efficient repeat guest history system.

• Perform the following functions, but not limited to:

  1) Priority Club and regular welcome letters to guests

  2)Request for Priority Club applications

  3) Attending to guests' special requests

• Create and implement guest telephone contact systems.

• Handle guest complaints and refer them as needed; follow up on corrective action

• Schedule and attend Priority Club and VIP meetings on a regular basis to check room allocations, amenities, and special requests.

• Prepare and submit requisitions for amenities on time.

• Overall responsible for ensuring and maintaining the full range of services provided to Priority Club members, VIPs, and repeat guests in order to maximise guest satisfaction.

• Organize and hold regular meetings about Priority Club activities to review room allocations, amenities, and special requests.

Human Resource and Training Responsibilities (for those incumbents with staff responsibilities)

• Works with the supervisor and the human resources manager to ensure that the departmental performance of the staff is productive. Among the responsibilities are:

  1) Assists in the development and implementation of a comprehensive, current, and guest-focused set of departmental standards and procedures.

  2) Ensures that Priority Club Rewards training programmes are upgraded and put in place to meet the needs of the organisation.

  3) Coaches, counsels, and disciplines employees while providing constructive feedback to improve performance.

  4) Maintains good relationships with staff by communicating with them on a regular basis.

Financial Responsibilities

• Works with superior to prepare and manage the department's budget. Among the responsibilities are:

  1) Assists in the coordination of the department's annual budget preparation.

  2)Controls and monitors departmental costs on an ongoing basis to ensure budgetary performance.

Occupational Health and Safety Responsibilities

• Demonstrate knowledge of OH&S policies and procedures, and ensure that all procedures are performed safely and in accordance with OH&S guidelines, as well as that your direct reports do the same.

• Keep your duty of care in mind and adhere to occupational, health, and safety legislation, policies, and procedures.

• Take corrective action in a dangerous situation and notify supervisors of potential hazards.

• In accordance with hotel policies, keep track of security incidents and accidents.

PREREQUISITES:

QUALIFICATION AND SKILLS:

• Problem Solving and Decision Making

• Customer Focus

• Bachelor's degree in Marketing, Business, or related field

• Excellent communication and interpersonal skills

• Teamwork

• Adaptability

• Impact and Influence

• Leading and Developing People

EXPERIENCE:

Experience working in a similar field is an advantage.