Loyalty Manager

InterContinental Hotels Group; Greater London; On-site; GBP 30,000 - 50,000; Full time

Job description

Hotel: Hong Kong TST (HKGKH), 11 Middle Road, Tsim Sha Tsui, Kowloon

Our guests’ memorable experiences have to start somewhere. So why not with you? As the Loyalty Manager at Kimpton Tsim Sha Tsui Hong Kong, you will take ownership of IHG One Rewards loyalty program, direct all aspects of the guest relations function to achieve the highest possible guest satisfaction to current and future VIPs.

A little taste of your day-to-day

Every day is different, but you’ll mostly be:

• Fully in charge of all aspects of the IHG One Rewards loyalty program, leading and mentoring other team members on this program
• Recognizing and rewarding IHG One Rewards Members for their loyalty
• Maintaining complete knowledge of all IHG One Rewards member benefits, terms and conditions
• Responsible for the IHG One Rewards program KPI including enrolment and quality score
• Maintaining a high level of customer service and ensuring guest satisfaction from arrival through departure
• Addressing guest complaints and resolving issues efficiently
• Reviewing arrivals to check room allocations, room inspection, amenities, and special requests
• Performing Front Office related duties
• Connecting with the community for building a distinct Kimpton identity

What we need from you

• A minimum of 5 years in hotel front office / guest service experience, with at least 2 years at supervisory role
• A bachelor’s degree in hotel management, business administration, or equivalent
• A plus for knowing IHG One Rewards loyalty program
• Proactive, agile, creative, charming and joyful
• Strong service mindset, interpersonal and communication skills
• Good organising, training and coaching skills
• Multi-tasking abilities and attention to details
• Experience using Opera, Microsoft Office Suite, Quore, JDS
• Proficiency in both English and Chinese (Cantonese and Mandarin) is a must, speaking and writing; speak any other languages is an advantage

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.