Loyalty Relations Supervisor

The Fairmont Scottsdale Princess is Arizona’s largest and longest-running AAA Five Diamond hotel, offering luxury and world-class hospitality. With 750 guestrooms, over 300,000 square feet of meeting space, four award-winning restaurants, six sparkling heated pools, and a luxurious Well & Being Spa, this hotel hosts events like the WM Phoenix Open, Easter at the Princess, Summer at the Princess, and Christmas at the Princess. Enjoy great benefits such as PTO, matching retirement, travel discounts, and more.

About the role

Reporting to the Director of Front Office, responsibilities and essential job functions include:

• Develop and maintain strong guest relationships to ensure guest loyalty.
• Develop and maintain contacts and professional working relationships with counterparts in other Fairmont properties, the Scottsdale community, and hospitality service providers in our area.
• Audit Loyalty reports daily to ensure compliance with the loyalty program.
• Reconcile guest departures with points that have been posted, making corrections and adjustments as needed.
• Credit guest points, ensure accuracy of folios.
• Coordinate with Sales and Conference Services about Meeting Planner Points.
• Train all new hires on Loyalty Program.
• Send out any pertinent information for loyalty program to all impacted departments.
• Coordinate with F&B to ensure ALL Limitless Dining Points are accurate.
• Create loyalty accounts for all new users and maintain user logins.
• Verify points that were manually posted.
• Pre-Arrival communication with higher tier loyalty guests.
• Purchase orders and inventory count for loyalty amenities.
• Coordinating all aspects of the guest requests, recording and tracking all pertinent communications, bookings, and details of guest itineraries to the highest level of satisfaction at all times.
• Directly influences the future effectiveness of the hotel through involvement in training & motivation of Concierge and Front Desk teams.
• Maintaining communication of up to date, accurate information between guests, staff, management, and our business partners on a consistent basis.
• Lead by example by providing exceptional guest service with a passion to continually exceed expectations and anticipate guest needs.
• Strong and effective written and verbal communication with all other departments, highlighting guest requirements to ensure the proper level of service is delivered at all times.
• Adheres to and promotes the Company’s Health and Safety policies to ensure a safe work environment and knowledgeable about all safety and emergency procedures.
• Assists with all other Front Office areas, including covering leadership shifts in other Front Office departments as needed.
• Performs any and all other tasks which are assigned by management.

Qualifications

• Proven leadership skills which support an environment of colleague development, interdepartmental teamwork, and a passion for unequalled customer service.
• A minimum of two years Front Office experience, ideally with previous five diamond experience.
• Self-motivated, resourceful, highly organized, extremely detailed, calm under pressure, effective at multi-tasking, prioritizing, follow up, thinking on the run, problem solving, accountability, and the proven ability to work well under pressure.
• Well versed in reporting and analyzing data.
• Proficient in Microsoft Excel.
• Excellent communication skills including written, verbal, body language, facial expressions, telephone, and interpersonal and leadership skills.
• Strong knowledge and understanding of Scottsdale and all it has to offer during all seasons is required.
• A Post-Secondary Degree or Diploma in Hospitality from a recognized institute is preferred.
• Fluency in a second language is an asset.
• A seasoned professional, with exceptional presentation and a mature demeanor.
• Previously demonstrated the commitment to exceeding guests' expectations at all times.
• Adhere to Fairmont Scottsdale Princess Grooming Guidelines.

Physical Aspects of Position

• Frequent standing and walking throughout shift.
• Occasional kneeling, pushing, pulling, lifting.
• Occasional ascending or descending ladders, stairs, and ramps.

Additional Information

Your Team And Working Environment: A team of Heartists that are committed to working together, supporting each other, and providing the best guest experience. Feel Valued, Feel Sparked, We Are One. Our Commitment To Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit, and promote diverse talent. Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities. Discover the life that awaits you at Accor, visit https://careers.accor.com/. Do what you love, care for the world, dare to challenge the status quo!