Loyalty Team Leader 顧客關係主任

Purpose of Role

Loyalty Team Leader plays a key role for W Taipei to create guest loyalty and build loyalty beyond reason. Loyalty Team Leader proactively interacts with hotel guests prior to arrival, during their stay and post-stays. Loyalty Team Leader digs into every valuable guest feedback to further elevate future guest experiences from all aspects. The Loyalty Team Leader works closely with the W Insider & Loyalty Manager to create unique, surprising and extraordinary guests’ experiences. The Loyalty Team Leader supports the W Insider & Loyalty Manager and assumes their roles and responsibilities, in the absence of the W Insider & Loyalty Manager. This role is to support the Welcome Operation and inspire all talent to engage and create extraordinary guest experiences daily. The Loyalty Team Leader participates in the hotel’s daily operation; by focusing on the measurement of guests’ perceptions and attitudes about their overall experiences with the hotel. 

 

Responsibly Description

Meet the guests and partner with W Insider on enhancing the Guest Experience:

• Assist with the Welcome Office daily operation during the check-in and check-out process. Focusing primarily on High Profile, VIP and Cobalt, Redemption stay and Marriott Bonvoy elite guest’s Welcome and Farewell experiences.
• Use “aggressive” vs. passive hospitality skills to proactively approach guests and engage them in conversation, to discover opportunities for WOW surprises.
• Constantly seek out and coordinate opportunities to surprise and delight the guests with unique and extraordinary experiences. 
• Actively monitor arrival guests and their preferences in order to create more memorable and extraordinary experiences. 
• Proactively engage guests and inquire about their experience at the hotel. Especially, to meet those guests who correspond via W Insider email and previously left feedbacks on guestVoice and Empower GXP. 
• Support the W Insider in their absence and assumes their roles and responsibilities.
• Research everything and anything that is NOW, in fashion, music, design etc. And drive “Insider Culture” to ensure fellow talents understand up to date trends in these and other fields. 
• Support W Insider to ensure the presence of W Insider (or Living Room Lizard) in Living Room area (i.e. when W insider is not available, be in Living Room and interact with guests) 
• Strategic planning and target on different group of guests periodically to understand guest experiences from diverse aspects.
• Serve as a Leader and drive Welcome Office initiatives that enhance the guest experience and empower talent to create more memorable experiences. 
• Partner with W Insider to provide exclusive guest experience, for example, sweet simple things, wink and wow opportunities, during guests’ stay to create personalized lasting memories.
• Spend time in “need” areas of the hotel such as WHEELS entrance, WOOBAR, Seasons by olivier e., FIT, and etc. To interact with hotel guests and make sure Talent are constantly delivering unique experiences in professional manners. 
• Participate and attend W Happenings and W Taipei community cares events and any W Taipei social or promotional events.

 

Mastering the Guest Experience and Analyzing guestVoice Portal: 

• Serves the role of guestVoice Champion: share guestVoice goals, update loyalty composite scores, rankings, guest feedbacks both positive and negatives on a daily/monthly/quarterly/yearly basis (different scale of information sharing)
• Actively pursue, monitor, and follow up on post-stays communication through W Insider email and guestVoice portal. In addition to supporting e-marketing team to follow up on online reviews and comments to ensure full satisfaction and/or recovery of the guest experiences. 
• Translate guest experience data into insightful and actionable information to support business decisions. 
• Respond to guestVoice comments which add values to hotel and/or guests’ future experience to create an impression hence improve guest loyalty. In addition to updating guest profiles in Opera to ensure an accurate record and knowledge base for the individual guest experience.
• Support the Loyalty Managers to manage a trace and tracking action check list to follow up on any unresolved or concerned issues. 
• Source of feedbacks and comments to add on for analyzing guest experience at W Taipei :
• guestVoice – Main Database
• Social Media: Trip Advisors, Marriott site, Twitter, Facebook, etc. 360 reflect from guests 
• Hotel Log Cases/Incident Reports/Empower GXP - case study materials.