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Senior Manager - Loyalty Operations

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This position will be an integral member of the extended Global Loyalty Operations as well as a member of the CALA (Caribbean and Latin America) Continent Room Operations teams. This role will be responsible for leading the execution of the overall strategy of Loyalty while managing alignment of continent, discipline, and brand-specific priorities. Specifically, this position will assume the role of conduit between the continent and the Global teams, while also supporting the execution of these priorities in-market to strongly enhance the guest experience, create Guest Loyalty and drive Intent to Recommend. 

The core accountabilities include: 
1) Serve as the loyalty and room operations partner to several key stakeholders to include the continent operations regional team, headquarters’ global operations loyalty team, continent operations property leaders, and continent Loyalty team etc. 
2) Provide leadership and execution as it relates to implementation and deployment of loyalty and related operational programs, activities, products, and/or services within the continent. 
3) Drive a continued execution of service excellence in the guest experience frameworks, with target training platforms and value-create priorities with both property leadership and above property teams. 

A. Joint development of world-class products and services with Global Operations to include continent specifications and requirements 

o Build Capability 
• Collaborate with Global Operations on development and enhancement of guest experience capabilities, associate facing mobility, and other priorities to support the loyalty and guest experience roadmap. 
• Provide assessments and recommendations to incorporate applicable property input during the design and development of products and services within the various hotel environments. 
• Leverage available resources within a cross-functional team to maximize efficiencies and speed to market for products and services. 
• Creates content and provides insight including cross-discipline reporting, working with properties to collect best practices and drive accountability/execution/compliance. 

o Deliver Strategy 
• Deliver innovative, profitable and cost-effective design solutions (guest services, guest experience functionality, associate-facing solutions, tools and training) that will be applicable for the continent. 
• Translate business operating platforms for the various countries/markets into considerations during the project development phase to ensure relevance of product and services for the continent. 

o Manage Relationships 
• Serves as subject matter expert for stakeholders seeking design-specific product or service support relating to general Guest Experience & Operations as it relates to loyalty & Guest Relations Platform. 
• Collaborates on stakeholder presentations to above property leadership during deployment of new products and services. 

o Deployment Support, Sustainment and Property Engagement 
 Manages timely and effective deployment of new/existing products and services. 
• Identify properties for proof of concepts and/or pilots, conducting stakeholder interviews to drive operational improvement, and supporting escalations during deployment. Provide recommendations for change of course. 
• Develops action plans based on trends identified from analyzing multiple operational systems (i.e. guestVoice, Execution Scorecards, etc.) 
• Drives program incentives and manages competitions to drive performance. 

B. Portfolio of Work 

o Guest Experience Strategy 
• Identifies performance gaps at the property level and strategically develops and implements appropriate programs and processes to improve performance. 
• Drives the establishment of Guest Experience platform metrics, develops and communicates monthly scorecards. 
• Drives collaboration and engages in deployment of the Guest Experience platform. 
• Analyzes data and reports to determine improvement areas and develops action plans for improvement. 

o Loyalty Operations Strategy 
 Solicit stakeholder feedback to support back log prioritization. 
 Drives accountability with non-performing hotels, identifying knowledge and resources gaps and partners with discipline to make training and resource adjustments if needed. 
 Escalates performance issues to the appropriate continent stakeholders if required. 
 Develops specific performance gap training to improve program execution. 
 Drives loyalty mindset engagement through targeted activities. 

o Managing Execution through Others 
• Drives successful communication and collaboration between disciplines, GO, CLS, Cx and brands. 
• Refine tracking mechanisms and processes for measuring progress and success against pull through priorities including escalation of non-performing hotels. 
• Provides a strong training platform to communicate the related work within continent. 

Approximately 20%-30% travel required 

Perform other duties as assigned 

• Fluent in the English and Spanish languages. Preferred skill is writing and speaking Portuguese. 
• Leadership experience in two of the following hospitality areas: Front Office, AYS, Housekeeping, Guest Relations, Engineering, Front Office, Quality, Training, Sales or CRM 
• Experience working on projects for mobile guest services or technology-related platforms (e.g. Guestware, Starguest and Mystic) that relates to operations or guest experiences. 
• Strong working knowledge of all hotel operations and understand the loyalty mindset and culture. 
• Strong analytical skills to ground decision-making and problem-solving. 
• Strong leadership, listening and relationship-building skills 
• Highly effective oral and written communication skills 
• Proven presentation and facilitation skills 
• Ability to work with multiple stakeholders across multiple brands 
• Strong ability to manage multiple projects and responsibilities through a complex and relationship-based organization with ease 
• Strong attention to detail – excellent editing and proof reading skills 
• Creative and innovative problem-solving skills – ability to leverage resources 
• Solid ability to manage multiple stakeholders. 
• Possess robust project management skills; project management certification a plus. 
• Possess strong oral and written communication skills; excellent interpersonal and leadership skills; able to collaborate effectively with others in a cross-functional team. 

• University Degree required, with major in hotel operations and/or hotel technology / design strategy. 
• Minimum 3-years’ experience in a department head position on property in a rooms leadership role

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