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 represents the hotel’s image, culture, and values while delivering Coury Hospitality Signature Service and personalized guest experiences. The ambassador builds proactive relationships with Bonvoy Members, advocates for them throughout their stay, and serves as a point of contact for hotel or loyalty-program questions. The position is based in the Front Desk department, reports to the Front Office Manager, and may assist with Front Office operations as needed.

Requirements

Minimum of 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 customer 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 for guests, embracing Signature Service and Coury Hospitality Culture.
Create memorable experiences for Bonvoy Members during their stay.
Welcome Bonvoy Members upon arrival and ensure their requests and needs are met throughout their stay.
Resolve concerns or issues for Bonvoy Members and communicate their needs or 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 Members product inventory.
Conduct guestroom inspections before Bonvoy Members arrive.
Develop relationships with Bonvoy Members and serve as their point of contact for hotel or program questions.
Assist in 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 guest experiences.
Create unmatched moments at every opportunity.
Deliver and uphold Signature Service with guests and curators.
Maintain reader files for upcoming meetings, VIP guests, meetings, and events.