The Loyalty Officer reports to the LoyaltyManager and is responsible for all day to day loyalty operations to recognizeand engage with our Elite, Cobalt and redemption stay members to deliver on thehighest quality of member stay experience.
忠誠客戶主任向忠誠經理匯報，并負責所有的日常忠誠客戶運作，以識別和參與我們的精英，高博和積分兌換房晚的會員，以提供最高質量的會員入住體驗。
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This role will support the Loyalty Manager inall aspects of Elite, Cobalt and redemption stay members experience fromarrival on meet and greet, during stays as one point of contact and recognitionthroughout the entire hotel, departures to bid farewell.
這個角色將支持忠誠經理在各方面提高精英，高博和積分兌換成員的體驗，從到達見面和問候，到入住期間作為第一聯系人提高客人對整個酒店的認可，最后離店告別。
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Responsible and aligned with the LoyaltyManager to ensure the quality of products and services provided to Elite,Cobalt & redemption stay members as measured by guestVoice on EliteAppreciation and Enrollments results.
負責并與忠誠經理保持一致，確保為精英酒店、高博和積分兌換房晚的會員提供的產品和服務的質量。
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This personnel will partner with RoomsController and Connector team to ensure effective communication and delivery ofElite benefits program, creates extra-ordinary and highly personalizedexperiences to Elite members.
該人員將與房管員和服務團隊合作，確保有效溝通和提供精英福利計劃，為精英成員創造非凡和高度個性化的體驗。
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Specific Duties
具體職責
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Responsible for Elite, Cobalt & redemptionstay members
負責精英，高博和積分兌換會員
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Pre-Arrival 入住前
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Collaborate withRooms Controller to check on all arrangement are smooth for Elite, Cobalt andRedemption stay members requests on pre-arrival planning of pre-block rooms forarrivals, allocation of room upgrades, amenities based on Elite members’preferences and redemption stay requests. 與房控員合作，檢查精英、國博和積分兌換會員的入住安排是否順暢，并根據精英會員的喜好和積分兌換住客的要求，對入住前的預抵房進行規劃，安排房間升級，提供便利設施。?
Review with theLoyalty Manager on Elite members redemption stay reservation and specialoccasions stay information (e.g., birthday, anniversary, wedding stay, familystay etc.) to create “surprise and delight”. 與忠誠經理一起審核精英會員的積分兌換預訂和特殊需求的住宿信息 (如生日、周年紀念、婚禮住宿、家庭住宿等)，創造“滿意加驚喜”。?
Arrival 抵店
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Be responsible ofmonitoring and taking care of Elite members on arrival experience with BellServices and Front Desk. 負責監督和照顧精英成員抵店時的行李和辦理入住體驗。?
Be responsible toensure warm welcome of Elite members upon arrival by General Manager / ExecutiveCommittee / Loyalty Manager. 負責確保總經理/執行委員會/忠誠經理歡迎精英成員的到來。?
Be responsibleand collaborate with Front Desk on fast check-in or in-room check-in. 負責并配合前臺辦理快速入住或客房入住。?
During stay 在住期間
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Be present at theLobby, the Executive Lounge, Restaurant during peak times with Elite members toengaged and create emotional connection to anticipate the Elite members’ needs.在高峰時間與精英成員一起出現在大堂、行政酒廊、餐廳，參與并建立情感聯系，以預測精英成員的需求。?
Be able to assistElite members request on dining, facilities and activities during stays.能夠協助精英會員在住宿期間的餐飲、設施和活動要求。?
Be responsible tocapture actionable preference of Elite members during stays and give whatmatters to surprise and delight. Record the specific actionable preference intoEmpower GXP. 負責捕捉精英成員在酒店入住期間的偏好，并給他們帶來驚喜。將具體的偏好記錄到GXP中。?
Departures 離店
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Prepare withFront Office on express check-out for Elite members if required. 如果需要，與前廳部一起為精英成員準備快速退房。?
Bid fond farewellof Elite members. 告別精英成員。?Problem experience analysis 問題的經驗分析?
Take ownership asfirst contact resolution for Elite members, engaged with Elite members togather their sentiment during stay. 為精英成員提供一站式服務，與精英成員接觸，在入住期間收集他們的情感。?
Report back toMarriott Bonvoy Loyalty Manager immediately on all challenges related to Elitemembers. 立即向萬豪旅享家忠誠經理匯報與精英會員相關的所有挑戰。
Support theLoyalty Manager to update Elite member preferences into Empower GXP and useGuest Planning Screen report to identify opportunities for future stays. 支持忠誠經理更新精英會員的喜好，使GXP成為可能，并使用客戶計劃屏幕報告，以確定未來的入住機會。?Tracking and reporting 跟蹤和報告?
Support the LoyaltyManager to create daily meeting content on Elite members, My Marriott Bonvoyreport to identify trends on member sentiments. 支持忠誠經理創建精英會員的日常會議內容，我的萬豪旅享家報告識別會員情緒的趨勢。?
Support theLoyalty Manager to drive guestVoice - Elite Appreciation. 支持忠誠經理推動客人對酒店的贊賞。?GENERAL DUTIES 一般職責?Policies and Procedures 政策和程序?
Maintainconfidentiality of proprietary materials and information. 對專有材料和信息保密。?
Follow companyand department policies and procedures. 遵守公司和部門的政策和程序?
Protect theprivacy and security of guests and coworkers.保護客人和同事的隱私和安全。?
Ensure uniform,nametags, and personal appearance are clean, hygienic, professional and incompliance with company policies and procedures. 確保制服、名牌和個人形象干凈、衛生、專業，符合公司的政策和程序。
Protect companytools, equipment, machines, or other assets in accordance with company policiesand procedures. 按照公司的政策和程序保護公司的工具、設備、機器或其他資產。?
Perform otherreasonable job duties as requested by Supervisors.執行主管要求的其他合理的工作職責。?Communicate effectively 有效溝通?
Answer telephonesusing appropriate etiquette including answering the phone within 3 rings,answering with a smile in one's voice, using the callers' name, transferringcalls to appropriate person/department, requesting permission before placingthe caller on hold, taking and relaying messages, and allowing the caller toend the call. 回答電話使用適當的禮儀包括電話鈴響3聲之內接電話回答笑著的聲音, 使用致電者的名字, 將電話轉移到適當的人/部門, 請求許可之前將調用者,和傳送信息,并允許調用者調用結束。?
Speak to Elitemembers and co-workers using clear, appropriate and professional language. 使用清晰、恰當和專業的語言與精英成員和同事交談。?
Exchangeinformation with other employees using electronic devices. 使用電子設備與其他員工交流信息。?
Talk and listento other employees to effectively exchange information. 與其他員工交談和傾聽，有效地交流信息。?
Provideassistances to co-workers, ensuring they understand their tasks. 為同事提供幫助，確保他們理解自己的任務。?
Discuss worktopics, activities, or problems with coworkers, supervisors, or managersdiscreetly and quietly, avoiding public areas of the property. 謹慎、安靜地與同事、主管或經理討論工作主題、活動或問題，避免在公共場所討論。?
Prepare andreview written documents (e.g., daily logs, business letters, memoranda,reports), including proofreading and editing written information to ensureaccuracy and completeness. 準備和審查書面文件(如日常日志、商業信函、備忘錄、報告)，包括校對和編輯書面信息，確保準確性和完整性。?Assistant to the Loyalty Manager 協助忠誠經理?
Coordinate tasksand work with your immediate supervisor to ensure that the department runsefficiently related to Elite, Cobalt and redemption stay members and MarriottBonvoy programs. 協調工作任務，并與直接主管合作，確保部門有效地運行與精英，高博和積分兌換房晚的會員和萬豪旅享家計劃。?
Serve as adepartmental role model by working alongside employees to perform technical orfunctional job duties. 作為部門的榜樣，與員工一起履行技術或職能工作職責。?Working with Others 與他人合作?
Support allco-workers and treat them with dignity and respect. 支持所有同事，尊重他們，尊重他們。?
Develop andmaintain positive, productive working relationships with associates and other departments.與同事和其他部門建立并保持積極有效的工作關系。?
Handle sensitiveissues with associates and/or guests with tact, respect, diplomacy andconfidentiality. 以機智、尊重、外交和保密的方式處理與同事和/或客人之間的敏感問題。?
Partner andassist others to promote an environment of teamwork and achieve common goals. 合作和幫助他人促進團隊合作的環境，實現共同的目標。?Quality Assurance/Quality Improvement 質量保證/質量改進?
Comply with qualityassurance expectations and standards. 遵守質量保證期望和標準。?
Actively useguestVoice to support Loyalty execution on Elite member experiences or anticipatechallenges prior to Elite member arrivals. 在優秀會員到來之前，積極使用客房語音支持對優秀會員體驗的忠誠執行或預測挑戰。?Check-in/Check-out 入住/退房?
Communicate toappropriate managers / staff about Elite members waiting for an available room.與合適的經理/員工溝通等待空房的精英成員的房間安排。?
Review requestsfor late check-outs and provide guidance accordingly. 審核延遲退房的要求，并提供相應的指導。?
Verify and adjustbilling for Elite members. 核實和調整精英會員的賬單。?
Activate roomkeys using electronic key machine and re-issue new room keys to Elite membersas necessary by verifying guest identity and using electronic key machine. 使用電子鑰匙機激活房間鑰匙，并在必要時通過驗證客人身份和使用電子鑰匙機向精英會員重新發放新的房間鑰匙。?Guest Services 賓客服務?
Contactappropriate individual or department (e.g., Bellman, Front Desk, Housekeeping,Engineering, and Security/Loss Prevention) as necessary to resolve Elitemembers call, request, or problem. 根據需要聯系適當的個人或部門(如行李員、前臺、客房部、工程部、保安/防損部)，以解決精英成員的電話、要求或問題。
