广州招聘

Starwood Preferred Guest is the most aggressive and rewarding frequent guest program in the hospitality industry. The purpose of the program is to increase revenue and stays at participating properties while building customer loyalty through personal recognition, benefits, and rewards for staying at Starwood Hotels & Resorts Worldwide. This program represents enormous business potential for Starwood and is our single most important marketing strategy. It is imperative for our hotels to recognize members, provide program benefits, enroll new members and capture e-mail addresses for marketing and communication purposes. The benefits to the hotel and the entire organization are measurable through higher occupancy and revenue as a result of increased guest loyalty.

Scope
Contacts properties on a proactive and consistent basis to coach and drive enrolment and email capture performance, along with compliance. Receives calls, e-mails, and faxes from Front Office Managers, General Managers, other hotel personnel, SPG trainers, and Starwood employees. Pro-actively contacts hotels that are not meeting established enrollment goals as well as other metrics. Ensure that the hotels receive all the guidance and support necessary to meet and exceed all on-property goals.

Work Performed:

· Focus on hotel achievement of SPG performance targets and adherence to standards e.g. SPG Success Rates, Activation, SPG Preferences etc…

· Ensure hotels are provided with the support and coaching required to meet and exceed assigned goals by use of reports provided to the team to review YOY, month over month data to influence and support communication efforts with properties.

· Supports the launch of new SPG/Digital initiatives and benefits

· Compliance of SPG standards, initiatives and performance

· Ensure hotels are provided with the support, tools and training required to meet or exceed these goals

· Provides direct support for the SPGlink website

· Proactively communicate with hotel management as defined by Department Head and recognise and celebrate successes with properties achieving/exceeding performance.

· Adheres to Escalation Plan procedures to develop a professional rapport and drive performance on property and escalates non-responsive properties.

· Facilitates webinar training sessions and holds focus group sessions to provide guidance and best practices.

· Administration, monitor and analysis of property performance and completes administration of the SPG enrollment incentive drive.

· Responsible for identifying property system problems and transaction issues. Open tickets with CSC, contact regional managers with transaction issues.

· Documents actions and follows up with hotel to achieve appropriate metrics.

· Maintain a working knowledge of hotel Front Office procedures and property management systems to effectively communicate with hotel management.

· Assist with special project and promotion implementation as required.

· Provides coaching and instruction via phone and follow up documentation and materials to address any hotel need for information.

· Provides support for invoice, billing and reimbursement queries.

· Maintain a positive, productive working relationship with hotel management.

· Ensures a professional, positive image, clearly communicates action and timing of follow-up.

· Handle outbound/inbound property calls and emails according to established guidelines.

· Other functions as required by the position and/or Department Head

Responsibility and Authority:
A. Employee relations: Must develop a professional rapport with employees of Starwood hotels.
B. Material or Products: PC, headset apparatus
C. Financial: Ensure targets are achieved and exceeded to drive revenue for both hotels and SPG
D. Contacts: Hotel Management and personnel, Area Managing Directors, Divisional headquarters, SPG Marketing

Knowledge & Qualifications
Experience: Hotel experience and/or help desk/support operations

Good attendance record demonstrating dependability and punctuality
Technical: Proficient in Microsoft Office applications
Knowledge of Saratoga, FTLight, and SPG Production preferred, SPG Liknk, Valhalla, Starguest.
Familiarity with Property Management systems, Galaxy, Opera preferred
Skills: Excellent fluency in English – both verbal and written

Writing and documentation skills

Strong analytical skills & problem solving ability
Strong presentation skills
Ability to perform under pressure and handle a variety of tasks simultaneously
Ability to work as part of a team

Ability to work independently, learn new procedures quickly, with a high-level of attention to detail

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