Loyalty Agent - Nhân viên Chăm sóc Khách hàng Trung thành

• Recognition and engagement of our most valuable Elite members through delivery of the highest quality member stay experience.
• He/she is involved in all aspects of Elite members’ journey: from pre-arrival and arrival experience all the way to the follow up via post-stay feedback received through GXP and CEC.
• He/she partners with other members of the Loyalty department team to make certain that there is an effective communication and delivery of Elite benefits program to all members.

CANDIDATE PROFILE

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Follow company and department policies and procedures.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.

Gain understanding of the details of the Marriott Bonvoy Loyalty Program, as well as Elite Members’ benefits, program terms and conditions.

Partner with Connector Team on property to activate Elite member benefits and personalize stay of Elite members.

Promote positive relations with Elite member at all times.

Monitor and respond to Elite member inquiries.

Anticipate Elite members’ needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

Review Elite status eligibility and elevate Elite Member benefits when appropriate.

Address Elite members’ service needs in a professional, positive, and timely manner.

• Premium insurance with many inpatient and outpatient medical examination and treatment benefits
• Phone allowance, meals allowance and others
• Marriott International Associate discount for Room and F&B
• International work environment. 

• At least six months to once year-experience at the same position.
• Be able to relocate to Ha Giang City.

• Resume