Loyalty Manager

Job description / Role

Loyalty Operations Manager:

To ensure hotels commitment and loyalty performance through a close, day-to-day and long term relationship.

Team Leadership and people Management:

- Directly manage the hotels loyalty champions (Heads of Department: Front Office, F&B, Sales) to deliver on all operational requirements
- Delivery of the programme and systems training to front line colleagues and any other concerned departments
- Manage induction and training for new recruits/new hotels on an ongoing basis
- Assign specific function responsibilities to key team members to drive ownership and operational subject expertise
- Guide and support the team to department and company goals including regular reviews and updates to enhance performance
- Ongoing meetings to keep the team abreast on changes, updates and handle operational queries
- Empower the operational teams and motivate them through the organisation of challenges and Competitions
- Engage with VP Operations and General Managers when needed to ensure the performance of the hotel team

Process Management

- Review hotels' internal processes and ensure escalations management, requests and training documents
- Consistently update and revamp programme training and customer facing collaterals, and ensure the activation is implemented and adhered to as per brand guidelines
- Identify gaps if any in the training materials based on on-ground feedback, and ensure these are updated
- Overall accountability for the delivery of the programme against performance metrics - focused on revenue generation, quality, accuracy and customer service
- Develop and monitor quality control to ensure 100% accuracy rate for data and reporting requirements
- Roll-out of the new benefits or pillar of the programme in the network of hotels

KPI's and Reporting

- Follow KPI's for front-line staff based on key programme objectives
- Target setting for the year based on potential and conducting on going reviews with the team to track performance
- Provide monthly performance reports to be shared with VPOs and GMs
- Provide internal business and management reports as per agreed format and deadlines

Project Management:

- Support the programme extension and new revenue stream projects like new brand integration, bookers programmes.
- Work in a project management mode: building business cases, budget, Stream identification, action plans depending on the activities of the department

Business Support

- Serve as the day-to-day contact and point of escalation for all hotels' operational enquiries and issues related to the programme
- As Operations lead, support Marketing Manager on experiential events management and on-ground support for exclusive member events

Operational Rollout

- Accountability for overall IMEA Hotels KPIs (member experience, enrolment performance, room night contribution and retroclaim)
- Direct responsibility on Hotels performance

Requirements

Qualifications and Experience:

Minimum Educational Requirements:
- Master degree/Business school with Marketing or hotel management specialization
- 5-year experience in a similar position or in project management across a network of POS
- Knowledge of ALL - Accor Live Limitless a strong advantage.

Technical Competencies:

- Good communication skills (Writing/Graphic)
- Writing/Graphic
- Microsoft Office (Excel, PPT) & Internet

Why work for Accor?

We are far more than a worldwide leader. We are 280,000 women and men placing people at the heart of what we do, and nurturing real passion for service and achievement Joining Accor means embarking on a unique life journey to imagine tomorrow's hospitality.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.