Loyalty Operations Manager

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

Team Leadership & 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