Loyalty Ambassador, Full Time- Hotel Mockingbird

Coury Hospitality•Dallas, TX

About The Position

The Loyalty Ambassador is the primary front-of-house brand representative and guest liaison for Bonvoy Members at Hotel Mockingbird. The role develops proactive, personal, and professional relationships with Bonvoy Members, advocates for them, and serves as their point of contact for hotel and program questions. The Ambassador represents the hotel’s image, culture, and values and delivers Coury Hospitality Signature Service, with a focus on creating memorable guest experiences. The position also supports Front Office operations as needed, coordinates member amenities and requests with hotel departments, and helps train associates on the loyalty program.

Requirements

At least 1 year of hospitality experience.
Excellent verbal and written communication skills.
Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
Previous experience in a high-customer-contact environment, including answering customer questions and handling concerns.
Ability to multitask in a busy environment, successfully follow through on guest requests, ensure guest satisfaction, and work as a team player.
Service- and detail-oriented, with a friendly, approachable demeanor and strong problem-solving skills.
Ability to work with and sit at a computer workstation for an extended period.

Responsibilities

Pre-call loyalty members and VIP guests.
Help deliver and schedule amenity deliveries.
Create a surprise-and-delight culture by embracing Signature Service and Coury Hospitality culture.
Create memorable experiences for Bonvoy Members during their stays.
Welcome Bonvoy Members upon arrival and ensure their requests and needs are met throughout their stays.
Resolve Bonvoy Member concerns or issues and communicate needs and special requests to other hotel departments.
Arrange Bonvoy Member and special-occasion amenities through In-Room Dining.
Conduct loyalty-program training with Front Office and other hotel associates.
Conduct monthly loyalty meetings with relevant hotel associates.
Promote the Marriott Bonvoy program to guests who are not currently members.
Maintain Bonvoy Member product inventory.
Conduct guestroom inspections before Bonvoy Members arrive.
Develop relationships with Bonvoy Members and serve as their contact for hotel or program questions.
Assist with Front Office operations as needed.
Perform other duties assigned by Management.
Greet guests pleasantly, smile, and use surnames when obtained.
Engage with guests and deliver memorable experiences and unmatched moments.
Deliver and uphold Signature Service with guests and curators.
Maintain reader files for upcoming meetings, VIP guests, meetings, and events.