Loyalty Ambassador, Full Time- Hotel Mockingbird

Job Title: Loyalty Ambassador

Department: Front Desk
Reports To: Front Office Manager 
Location: Hotel Mockingbird

A Hotel Loyalty Ambassador is the primary front-house brand representative, delivering unmatched moments for our guests, aligning with the hotel’s image, culture, values, and supporting hotel objectives. This curator embraces and represents our Coury Hospitality Signature Service, Connecting with Purposes with guests with a primary focus with Bonvoy Members.

Overview

This team member will be the guest liaison for Bonvoy Members. The person in this role will be responsible for developing proactive personal, professional relationships with Bonvoy Members, acting as an advocate and point of contact for all Bonvoy Members.

Responsibilities

• Pre-call loyalty members and VIP guests.
• Help deliver and schedule amenity deliveries.
• Create a surprise and delight culture for our guests embracing our Signature Service and Coury Hospitality Culture.
• Create memorable experiences for our Bonvoy Members during their stay.
• Welcome Bonvoy Members upon arrival and ensure all their requests and needs are met throughout their stay.
• Resolve any concerns or issues with Bonvoy Members, communicating any needs or special requests to fellow hotel departments.
• Arrange Bonvoy Members and special occasion amenities via In-Room Dining.
• Conduct Loyalty Program training with other Front Office and hotel associates.
• Conduct monthly Loyalty meetings with relevant hotel associates.
• Promote the Mariott Bonvoy program to guests that are currently not members.
• Maintain Bonvoy Members product inventory.
• Conduct guestroom inspections prior to Bonvoy Members arrival.
• Develop relationships with Bonvoy Members and serve as their point of contact for any hotel or program questions.
• Will assist in Front Office operations as needed.
• Perform any other duties assigned by Management.
• Be pleasant, smile and greet all guests, using surnames when obtained.
• Be actively engaged with our guests and deliver memorable guest experiences.
• Create unmatched moments at every opportunity.
• Deliver and uphold our Signature Service with guests and curators.
• Maintain reader files for upcoming meetings, VIP guests, meetings and events, etc.
  
  Qualifications
• Minimum of 1 year hospitality experience.
  
  
• Must have excellent verbal and written communication skills.
• Skills; Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
• Previous experience in high customer contact environment; with previous experience answering customer questions and handling customer concerns.
• Must possess the ability to multi-task in a busy environment, follow through successfully on guest requests, ensure guest satisfaction, and work as a team player.
• Must be service and detail oriented, possessing a friendly approachable demeanor and strong problem-solving skills.
• Must be able to work with and sit at a computer workstation for an extended period.