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Marriott Bonvoy Logo Marriott Bonvoy · Hospitality and Tourism

Loyalty Manager

Thailand, Bangkok · Job Posted June 10, 2026
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Job Description

Loyalty Manager is responsible for both engagement with non-members, to drive and support enrollment, and recognition and engagement of our valuable Elite members, through delivery of the highest quality stay experience. He/she manages and coordinates all aspects of guest’s journey: from pre-arrival and arrival experience, all the way to the follow up through post-stay feedback mechanisms.

Job Responsibility

  • Managing all aspects of guest journey
  • drive the pre-arrival process and preparing all aspects of guest stay
  • Coordinates day-to-day operations, ensuring quality, standards and meeting expectations of Elite, Cobalt and redemption stay members
  • Supports handling complaints, settling disputes, resolving grievances and conflicts
  • Assists with energy conservation efforts
  • Develops specific goals and plans
  • Maintains high visibility in public areas during peak times
  • Maintains knowledge of all hotel features and services
  • Keeps track of daily arrivals, departures, room availability and scheduled in-house group activities
  • Maintains complete knowledge of all hotel and departmental policies and procedures
  • Leads and mentors team members on Marriott’s Bonvoy Loyalty Program
  • Maintains complete knowledge of all Elite Member Benefits, Terms and Conditions
  • Drive enrollment and Elite member recognition
  • Adjusts Elite Member status when necessary
  • Partners with Head Connector to update, appoint and activate connector team
  • Attends Loyalty and Connector meetings and webinars
  • Promotes positive relations with Elite members
  • Monitors, responds and routes Elite members’ comments
  • Providing Exceptional Elite, Cobalt and redemption stay members Service
  • Provides services that go above and beyond expectations
  • Interacts with Elite, Cobalt and redemption stay members regularly to obtain feedback
  • Leading the Team and Conducting Human Resource Activities
  • Sets positive example for guest relations
  • Helps employees provide excellent customer service
  • Assists in coaching and providing feedback to associates
  • Conducts pre-shift meetings
  • Provides guidance and direction to subordinates
  • Assists in interviewing and hiring
  • Monitors effectiveness of departmental staffing guide
  • Provides training, development, professional discipline, and positive support
  • Administers performance evaluations
  • Facilitates departmental strategic planning meetings
  • Direct performance of staff and follow up with coaching and guidance

Requirements

  • 2-year degree from an accredited university in Hospitality, Business Administration, or related major
  • 2 years' experience in loyalty/guest relations/guest recognition or related professional area
  • OR 4-year degree from an accredited university in Hospitality, Business Administration, or related major
  • no work experience required
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