loyalty club agent

Our company is seeking a skilled and experienced Loyalty Club Agent to develop and manage customer loyalty programs, aiming to increase sales and enhance customer lifetime value. The successful candidate will be responsible for designing and overseeing the implementation of loyalty programs, from specific promotions to the overall program structure, ensuring a consistent and effective response to customer requests.

Key responsibilities:

• Coordinate and manage daily operations of the Loyalty Club Program.
• Monitor new memberships, assign points, and update systems as needed.
• Resolve issues related to points, subscriptions, and other member concerns.
• Assist customers with point redemptions and finalize bookings with the reservations team.
• Respond to customer inquiries regarding the Loyalty Club.
• Provide hotel teams with necessary updates and information about Loyalty Club members.
• Work closely with Front Office and Guest Relations for high-value loyalty customers.
• Liaise with partner companies to update and manage agreed benefits.
• Process loyalty customer reservations through various platforms.
• Advise customers on travel options and check accommodation availability.
• Handle payments and send booking confirmations to loyalty members.
• Resolve booking issues and assist with reservation modifications or cancellations.
• Upsell additional services or upgrades when appropriate.
• Collaborate with the marketing team to provide insights for program development.
• Perform other loyalty program-related tasks as required by the company.

Qualifications:

• Bachelor’s degree in Tourism, Business Administration, Marketing, or a related field.
• Excellent command of English (both written and spoken).
• Knowledge of German or other foreign languages is a plus.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Experience with CRM systems or other relevant software tools for tracking loyalty programs.
• Previous experience or knowledge in organizing or supporting loyalty programs is desirable.

Skills and experience:

• Ability to communicate clearly and effectively with customers and internal teams.
• Strong problem-solving skills to address and resolve customer concerns, ensuring satisfaction.
• Ability to handle multiple tasks simultaneously with attention to detail.
• Effective prioritization and time management skills.
• Ability to identify customer needs and provide tailored solutions to enhance satisfaction and loyalty.
• Ability to collaborate effectively with other teams (e.g., reservations, front desk, marketing) to achieve common goals.

In the context of the above position, the company offers:

• Competitive compensation package
• Professional development opportunities in an ever-growing Group.
• Continuous training in line with the company’s standards & dynamic development
• Positive and supportive working environment in an organization that respects its people, the environment and local communities.

For all applications and information submitted, absolute confidentiality will be maintained.