Front Desk - Loyalty Member & Airline Crew Specialist - Full Time - Holiday Inn Dulles

B.F. Saul Company Hospitality Group•Sterling, VA

2d•Onsite

About The Position

This position serves as the on-site expert for loyalty and airline crew engagement in the hotel’s front office. The Specialist ensures members receive their arrival requests, benefits, resolves account issues, and enhances overall loyalty satisfaction. In addition, the specialist ensures that contracted airline crew manifests and ad hoc rooms are prepared for the day’s arrival. During their scheduled hours, this position will be present at the front desk when crew arrives for an expeditated check-in.

Requirements

High school diploma or GED required.
1–2 years of hospitality, front desk, customer service, or guest-facing experience.
Strong communication skills and a high level of professionalism.
Ability to multitask in a fast-paced environment.
Detail oriented with strong problem solving abilities.

Nice To Haves

Experience with loyalty programs (IHG One Rewards or similar).
Previous front desk experience within an IHG-branded hotel.
Knowledge of PMS, CRM, or guest service platforms.

Responsibilities

Answer all calls, internal and external, in a quick, courteous and professional manner
Answer all guest inquiries by email and phone
Ensure member benefits (upgrades, welcome amenities, points, preferences) are delivered and documented properly.
Work with Executive Housekeeper to set rooms for returning IHG One Rewards Members.
Verify member eligibility for benefits and ensure accurate delivery according to IHG guidelines.
Process loyalty-related adjustments such as missing stays or incorrect postings when applicable.
Maintain accurate documentation and follow internal procedures for loyalty activity.
Identify frequent travelers and create personalized experiences to enhance loyalty.
Monitor guest satisfaction trends and provide insights to leadership on loyalty opportunities.
Respond to guest verbatims as requested
Keep accurate front desk records, logs, and guest profiles updated.
Support daily, weekly, or monthly reporting related to loyalty performance metrics.
Collaborate with management to improve hotel performance in loyalty enrollment and satisfaction.
Follows proper selling techniques and ensures strategies are utilized to maximize room revenues.
Monitors room availability, follows restrictions, and all booking policies and procedures.
Drives sales and maximizes revenue by up-selling rooms and amenities.
Follows B. F. Saul Company Hospitality Group procedures when handling cash and processing financial transactions.
Responsible for proper use of all equipment and adheres to cost controls to reduce expenses and waste.
Produces required volume of work by planning, organizing and prioritizing work duties.
Adheres to B. F. Saul Company Hospitality Group general work rules and department procedures.
Attends all required department and hotel meetings.
Maintains a clean and safe work area in compliance with B. F. Saul Company Hospitality Group, brand, local, state and federal regulations.
Follows all B. F. Saul Company Hospitality Group procedures for guest/team member incidents.
Knowledgeable of hotel emergency procedures.