Guest Relation Manager cum Loyalty Manager

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided.
Represents property management in resolving any guest related situation.
Manages the flow of questions and directs guests within the lobby.
Serves as Guest Relations Manager and handles the tracking of service issues.
Maintaining Guest Services and Front Desk Goals
Implementing Projects and Policies
Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
Supporting Marriott Loyalty Program
Leads and mentors other team members on Marriott's Bonvoy Loyalty Program.
Maintains complete knowledge of all Elite Member Benefits, Terms and Conditions.
Adjusts Elite Member status when necessary according to established guidelines.
Attends Loyalty and Connector meetings and webinars to continue professional development and learn about new enhancements and promotions of the Marriott's Bonvoy Loyalty Program.
Promotes positive relations with Elite members by anticipating their needs and promptly responding to them.
Monitors, responds and routes Elite members' comments to the appropriate department when necessary
Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the Elite, Cobalt and redemption stay members on a daily basis
Helps employees to provide excellent customer service.
Provides immediate assistance to Elite, Cobalt and redemption stay members as requested.
Interacts with Elite, Cobalt and redemption stay members on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
Maintains knowledge of all hotel features and services, room types, rates special packages and promotions.