Rotana Rewards - Loyalty Programme Manager

We are currently seeking for passionate and dynamic guest focused professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.

As a Loyalty Programme Manager, your role will include key responsibilities such as:

• Manage the operation of the Rotana Rewards Select, Exclusive and Classic Programmes and ensure targets are achieved and projects completed within set timelines.
• Monitors accuracy of forecasts, timelines and reports and financial performance of the programme with respect to budgets and markets.
• Ensure that the highest level of customer service is provided to the Rotana Rewards Select and Rotana Rewards Exclusive members.
• Work on promotions and marketing activities to increase sales, number of enrolments and the loyalty of Rotana Rewards Select, Exclusive and Classic members.
• Work in collaboration with the Partnership Coordinator on getting bulk deals and promoting the Rotana Rewards Exclusive Programme through partners and third parties.
• Coordinate with property marketing departments on Rotana Rewards promotions to increase RRS and RRE Revenues.
• Set Rotana Rewards Select & Exclusive sales targets for each property ensuring close follow up.
• Conduct new and refresher training sessions for existing and new properties.
• Prepare and share the monthly sales and incentive reports of the Customer Service Agents and property colleagues.
• Gather material, prepare and send the quarterly e-newsletter.
• Supervise overall rewards redemption and ensure the list of rewards is updated online.
• Understand the Loyalty Programme’s departmental objectives and achieve targets.
• Ensure strong product knowledge of all Rotana hotel services and facilities.
• Stay up to date with the market trends and competitors’ performance.
• Stay up to date on company information through memos and corporate policy updates and that directives outlined in these updates are carried out.
• Monitor the reports reflecting the spending of Rotana Rewards Exclusive, Select and Classic members for rooms and F&B outlets.
• Manage the Customer Service Agents performance and develop a harmonious sales team.
• Provides ethical and professional leadership to direct reports; ensures open communications and high staff morale and professional development.
• Maintains high level of awareness of industry and market trends for self and direct reports.

Education, Qualifications & Experiences

You should ideally have a bachelor dergree and relevant previous work experiences in a leadership role. You must possess a high level of computer literacy and excellent English communication skills. Arabic speaking would be an advantage. 

Knowledge & Competencies

The ideal candidate will be hands-on, enjoys leading from the front and be part of a winning team. Additionally, the person is capable of dealing with high level of confidentiality, has the ability to think laterally while possessing the following competencies:

• Adaptability
• Customer Focus
• Drive for Results
• Influencing Outcomes
• Leading People
• Managing Operation
• Planning for Business
• Team Building
• Understanding the Business
• Valuing Diversity