Marriott 职业

Loyalty Manager 忠诚客户经理

上海, 中国
客房和宾客服务运营


 

职位发布 Jun 26, 2020
职位编号 20037016
工作类别 客房和宾客服务运营
地点 Shanghai Marriott Hotel Pudong South, One Marriott Drive, 上海, 上海, 中国 在地图中查看
品牌 Marriott Hotels Resorts /JW Marriott
编制 全职
职位类型 非管理人员/小时工

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万豪国际的品牌组合包括 JW 万豪和万豪酒店。

万豪酒店是万豪国际集团的旗舰品牌,遍布全球 500 多个地区,正在不断推进待客的艺术,让我们的客人拥有精彩纷呈的旅程。作为万豪酒店的主人,您将通过提供极佳的选择、精致的风格和精心设计的细节,帮助我们遵守这一承诺。凭借您的技能和想象力,我们将一道创新和重塑酒店业的未来。

JW 万豪是万豪国际豪华品牌组合的一部分,包括位于世界各地门户城市和特色度假胜地的 80 多间迷人酒店。JW 认为员工时刻应被摆在首位。 因为如果员工高兴,我们的客人就会身心愉悦。问题就这么简单。我们酒店提供与众不同的工作经历。在这里,您将成为社区的一部分并体会到与多元化同事团体之间真正的情谊。JW 创造了培训、发展和认可的机会;最重要的是,创造了员工能在奢华环境中真正追求热情的工作场所。殷勤地招待客人始于我们关怀员工的方式。这就是 JW Treatment™。

MAJOR RESPONSIBILITIES 责任概要:

The Loyalty Manager is responsible to recognize and engage with our Elite, Cobalt and redemption stay members to deliver on the highest quality of member stay experience.
忠诚客户经理负责与精英会员、钴巴卡会员和积分兑换入住会员相互认识并建立联系,带给他们最高服务水平的会员入住体验。

This role manages and coordinates all aspects of Elite, Cobalt and redemption stay members experience from arrival on meet and greet, during stays as one point of contact and recognition throughout the entire hotel, departures to bid farewell and post-stay feedback in Empower GXP and with Customer Engagement Centre.
该角色管理和协调精英会员和积分兑换入住会员的全方位体验,从见面到问候,在整个入住期间作为整个酒店的一个接触和认可的点,直到离店时告别客人,并在GXP和会员管理中心中录入客人的入住反馈。

The Loyalty Manager directs, implements and evaluates the quality of products and services provided to Elite, Cobalt & redemption stay members as measured by GuestVoice - Elite Appreciation and Enrollment results.
忠诚客户经理指导、执行和评估向精英会员、钴巴卡会员和积分兑换入住会员提供产品和服务质量,并通过宾客满意度以及会员引入结果来衡量。

These personnel will partner with Marriott Bonvoy Head Connector and Connector team to ensure effective communication and member engagement pull-through across the entire hotel, in creating extra-ordinary and highly personalized experiences to Elite, Cobalt and redemption members. The Marriott Bonvoy Loyalty Manager will also support the Marriott Bonvoy Head Connector in activation and implementation of Marriott Bonvoy Program initiatives.
忠诚客户经理需要与所在酒店的万豪旅享家联络员和联系团队合作,确保与会员间有效的沟通和联系。为精英会员、钴巴卡会员和积分兑换入住会员创造非凡的和高度个性化的体验。忠诚客户经理也将积极支持万豪旅享家联络员去激活和执行万豪旅享家计划。

Responsible for managing and supervising all component of Loyalty operations and programs launches.
负责管理和监督忠诚计划各个部分的运作和计划启动。

The Loyalty Manager will partner with Human Resources to train & sustain My Marriott Bonvoy stories.
忠诚客户经理将与人力资源部合作,培训和维护我的万豪旅享家故事。

SPECIFIC DUTIES 工作任务:

1. Manage and supervise the Loyalty Officer
    管理和监督忠诚客户主任。

 Strong communication and interpersonal skills.
优秀的沟通和人际关系技巧。

 Excellent organizational skills.
      优秀的组织能力。

 Excellent leadership skills.
      优秀的领导能力。

 Ability to prioritize and organize work assignments; delegate work.
      能够很好的安排工作,懂得区分事情的优先次序。

 Ability to be a clear thinker, analyze and resolve problems, exercising good judgement.
      能思维清晰地思考、分析和解决问题,有出色的判断能力。

 Ability to direct the performance of staff and follow up with coaching and guidance to praise or make corrections.
能够根据员工的工作表现进行辅导并表扬或纠正。

 Ability to motivate staff and maintain a cohesive team.
      能够激励员工并团结大家,使团队具有凝聚力。

2. Responsible for the planning of Elite, Cobalt & redemption stay members
    负责精英会员、钴巴卡会员和积分兑换入住会员的规划

Pre-Arrival
抵达前

 Collaborate with Ambassador Liaison of Customer Engagement Center (CEC) on special requests and arrangement for Ambassador Elite members and Cobalt members.
   与会员管理中心的大使联络员合作,处理大使会员和钴巴卡会员的特殊需求和安排。

 Collaborate with Head Connector and Connector team to review the service strategy on Elite members journey to drive Elite Appreciation by tiers.
   与首席联络员和联络团队分享精英会员的信息以便与酒店员工更好的服务客人。

 Collaborate with Rooms Controller to check on all arrangement are smooth for Elite, Cobalt and redemption stay members requests on pre-arrival planning of pre-block rooms for arrivals, allocation of room upgrades, amenities based on Elite members’ preferences and redemption stay requests.
       与房控员协作,确保精英会员、钴巴卡会员和积分兑换入户会员的入住顺利进行。根据精英会员、积分兑换入住会员的喜好和要求提前锁房间,并适当进行升级。
  
 Review Elite members redemption stay reservation and special occasions stay information (e.g., birthday, anniversary, wedding couples, family stay etc.) to create “surprise and delight” moments and coordinate with Head Connector, Connector team and other departments to ensure stay preferences are executed.
       查看精英会员的入住预定和特殊场合的入住信息(如生日、周年庆、新婚纪念、家庭入住等),创造“惊喜”时刻,并与首席联络员,联络团队和其他部门协调,确保入住喜好得到执行。

 Be responsible for organizing and executing personalized welcome card from General Manager/ Executive Committee/Head Connector for welcome amenities or special occasions of Elite members.
负责组织和执行总经理、行政委员会、首席联络员的个性欢迎卡,为精英会员提供欢迎礼品和特别活动。

Arrival
抵达时


 Be responsible for monitoring and taking care of Elite members on arrival experience with Bell Services and Front Desk.
    负责监督礼宾和前台的服务并且照顾抵达时的精英会员。

 Be responsible to ensure warm welcome of Elite members upon arrival by General Manager/Executive Committee/Head Connector/Loyalty Manager/Loyalty Officer based on tiers.
     负责根据会员等级确保精英会员能得到总经理、行政委员会、首席联络员、忠诚客户经理、忠诚客户主任的热烈欢迎。

 Be responsible and collaborate with Front Desk on fast check-in or in-room check-in by Loyalty Officer.
负责并协作前台快速办理入住或由忠诚客户主任在房间办理入住。

 Be present at the lobby, the Executive Lounge, restaurant during peak time with Elite members to engage and create emotional connection to anticipate the Elite members’ needs.
       在高峰时段与出现在大堂、行政酒廊、餐厅的精英会员建立情感联系,预测精英会员的需求。

 Be present to assist Elite members request on dining, facilities and activities during stays.
      满足精英会员入住期间的餐厅、设施、活动的特殊需求。

 Be responsible to capture actionable preference of Elite members during stays and give what matters to surprise and delight. Record the specific actionable preferences into Empower GXP.
负责收集精英会员在入住期间的喜好,给他们带来惊喜和喜悦。及时更新GXP中更新会员的喜好。

 Prepare with Front Office on express check-out for Elite members if required.
       与前厅部同事一起为有需要的精英会员办理快速退房。

 Bid fond farewell to Elite members.
       与精英会员告别。

3. Problem experience analysis
      问题体验分析

 Take ownership as first contact resolution for Elite members, engage with Elite members to gather feedback during stay.
当精英会员遇到问题时,能主动承担解决问题的第一责任人,与精英会员交流收集入住期间的反馈。

 Update Elite member preferences into Empower GXP and use Guest Planning Screen report to identify opportunities for future stays.
更新精英会员的偏好在GXP中,使用个人计划报告,以确定客人未来的入住。

4. Tracking and reporting
      追踪和报告


 Create daily meeting content on Elite members, My Marriott Bonvoy report to identify trends on member sentiments.
       创建关于精英会员的每日会议内容,我的万豪旅享家报告以确定会员情绪的倾向。
 Read and be familiar with the latest feedback and verbatim from members in relation to guestVoice
– Elite Appreciation.
阅读并熟悉宾客之声的最新反馈并记录。
-精英会员忠诚感谢度。

5. Training and sustainment
培训和维护

 Well versed in Marriott Bonvoy Global Benefits and Asia Pacific Continent enhanced benefits.
精通万豪旅享家全球权益和亚太地区增强权利。

 Host Loyalty operations meeting with Head Connector and connector team.
主持与首席联络员和联络团队的忠诚度运营会议。

 Conduct Loyalty mindset training with Head Connector for new hire during on-boarding.
在入职期间与新员工进行忠诚度培训。
 Conduct current team training with Head Connector on new Marriott Bonvoy program initiatives.
与首席联络员联系,执行并培训团队最新万豪旅享家项目活动。

 Train and drive My Marriott Bonvoy storytelling culture.
     与首席联络员一起更新万豪旅享家项目的培训。培训和推动我的万豪旅享家故事文化。

 Conduct refresher training with Head Connector when required to drive Elite Appreciation and Enrollment results.
              在需要的时候,与首席联络员一起进行进修培训,以促进精英会员感谢度和注册新会员结果。

 Communicate and organize with General Manager, Head Connector and Sales & Marketing Connector to create Marriott Bonvoy Moments.
与总经理、首席联络员和市场销售部联络员进行沟通和组织,共同打造万豪旅享家时刻。   
 
 Communicate and organize with General Manager, Head Connector and Connector team to execute Marriott Bonvoy initiatives from Global and Asia Pacific Loyalty Operations.
和总经理、首席联络员和联络团队进行沟通和组织,执行全球和亚太地区的万豪旅享家计划。

JOB SPECIFICATION职位要求:
Profile of Competency:
工作能力:
• Minimum 2 years management experience in various Room Division positions. 
• 至少两年以上客房管理工作经验。
• Demonstrated excellent communication and hospitality skills.
有好的沟通能力和对客服务的技巧。
• Demonstrated leadership qualities.
       有良好的领导能力。

Language: 
语言能力: • Demonstrated communication skills. Fluently in English and Mandarin.
较好的沟通能力,流利的英文和中文。

Education: 
教育: • Minimum graduated from College.
大专以上学历。
Job License:
资格/等级证:      N/A





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