Director of Brand Loyalty

Summary

The Director of Brand Loyalty is responsible for Stay Rewarded and Guest Relations. This position will work closely with all key departments within My Place Hotels of America with the purpose to growing Stay Rewarded Membership to improve guest loyalty and member engagement. This position further oversees the Guest Relations Department which handles the toll-free number and guest complaints. The right candidate would have an extensive background in marketing, project management, and hospitality with management skills to successfully manage the brand loyalty and guest relations staff.

Essential Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Oversee the guest loyalty program, Stay Rewarded®, to achieve the needs of the guests, the franchisees and My Place Hotels of America.
2. Collect, analyze and interpret data for reporting to the appropriate internal teams and business partners to achieve program success.
3. Manage and update the guidelines, best practices and standards for Stay Rewarded®.
4. Delegate marketing and promotional activities to the Marketing and Design Departments of My Place Hotels of America. Partner and assist where necessary to achieve program success.
5. Establish and maintain metrics to communicate program success effectively to internal and external teams.
6. Collaborate with internal teams to establish and maintain metrics to communicate Stay Rewarded program success, Stay Rewarded training opportunities, Stay Rewarded Collateral, Stay Rewarded Membership growth opportunities, and Guest Relations trends.
7. Oversee the Guest Relations Department which includes addressing guest complaints, identifying trends or issues that impact the handling of our Brand Toll Free number.
8. Collaborate with the internal partners to provide solutions to common Guest Relation trends.
9. Other tasks assigned as needed

Job Requirements

• Extensive background in Marketing and hospitality.
• Excellent management skills
• Excellent computer skills including Microsoft Office.
• Excellent written and spoken communication skills.
• Excellent multi-tasking and organizational skills.
• Must be reliable, professional, consistent and serious about the tasks at hand.
• Excellent attention to detail.

Education and/or Experience

Experience in marketing, hospitality and management required. Leadership, project planning, analytics, customer service experience preferred.

Preferred but not Required Qualifications

Associates degree or above in Marketing or related field.

Supervisory Responsibility

This position oversees the loyalty and guest relations toll-free number department.

Travel

This position may require occasional travel