Loyalty Relations Supervisor

AccorHotel • Scottsdale, AZ

11d • Onsite

About The Position

The Fairmont Scottsdale Princess is seeking a Loyalty Relations Supervisor to join their iconic team. This role is responsible for developing and maintaining strong guest relationships to ensure guest loyalty, as well as coordinating with various departments to ensure the accuracy and compliance of the loyalty program. The supervisor will also be involved in training new hires, managing loyalty accounts, and communicating pertinent information to all impacted departments. This position plays a key role in influencing the future effectiveness of the hotel through training and motivation of Concierge and Front Desk teams, and by providing exceptional guest service.

Requirements

• Proven leadership skills which support an environment of colleague development, interdepartmental teamwork and a passion for unequalled customer service.
• A minimum of two years Front Office experience ideally with previous five diamond experience.
• Self-motivated, resourceful, highly organized, extremely detailed, calm under pressure, effective at multi-tasking, prioritizing, follow up, thinking on the run, problem solving, accountability and the proven ability to work well under pressure.
• Well versed in reporting and analyzing data.
• Proficient in Microsoft Excel.
• Excellent communication skills including written, verbal, body language, facial expressions, telephone and interpersonal and leadership skills.
• Strong knowledge and understanding of Scottsdale and all it has to offer during all seasons is required.
• A seasoned professional, with exceptional presentation and a mature demeanor.
• Previously demonstrated the commitment to exceeding guests' expectations at all times.
• Adhere to Fairmont Scottsdale Princess Grooming Guidelines.
• Proof of eligibility to work in the United States is required.

Nice To Haves

• A Post-Secondary Degree or Diploma in Hospitality from a recognized institute is preferred.
• Fluency in a second language is an asset

Responsibilities

• Develop and maintain strong guest relationships to ensure guest loyalty.
• Develop and maintain contacts and professional working relationships with counterparts in other Fairmont properties, the Scottsdale community and hospitality service providers in our area.
• Audit Loyalty reports daily to ensure compliance with the loyalty program.
• Reconcile guest departures with points that have been posted, making corrections and adjustments as needed.
• Credit guest points, ensure accuracy of folios.
• Coordinate with Sales and Conference Services about Meeting Planner Points.
• Train all new hires on Loyalty Program.
• Send out any pertinent information for loyalty program to all impacted departments.
• Coordinate with F&B to ensure ALL Limitless Dining Points are accurate.
• Create loyalty accounts for all new users and maintain user logins.
• Verifying points that were manually posted.
• Pre-Arrival communication with higher tier loyalty guests.
• Purchase orders and inventory count for loyalty amenities.
• Coordinating all aspects of the guest requests, recording and tracking all pertinent communications, bookings and details of guest itineraries to the highest level of satisfaction at all times.
• Directly influences the future effectiveness of the hotel through involvement in training & motivation of Concierge and Front Desk teams.
• Maintaining communication of up to date, accurate information between guests, staff, management and our business partners on a consistent basis.
• Lead by example by providing exceptional guest service with a passion to continually exceed expectations and anticipate guest needs.
• Strong and effective written and verbal communication with all other departments, highlighting guest requirements to ensure the proper level of service is delivered at all times.
• Adheres to and promotes the Company’s Health and Safety policies to ensure a safe work environment and knowledgeable about all safety and emergency procedures.
• Assisting with all other Front Office areas, including covering leadership shifts in other Front Office departments as needed.
• Performs any and all other tasks which are assigned by management.

Benefits

• PTO
• Matching retirement
• Travel discounts
• Employee discounts at the Fairmont Scottsdale Princess, local companies and Accor worldwide for you and your family
• Free meals at our on-site employee restaurant
• Learning programs through our Academies designed to sharpen your skills
• Great Medical and Dental benefits, including two employer-funded medical plans, meaning $0 premium if you enroll in the employee-only tier!
• 401K, Direct Deposit, etc.
• Career development opportunities within the Fairmont Scottsdale Princess in addition to national promotion opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree