Loyalty Program Representative

We are seeking a results-driven Loyalty Program Representative with a persuasive mindset. The primary objective of this role is to generate revenue by converting in-house guests into direct Privilege Loyalty members.

You will actively approach guests, articulate the value of direct booking/membership, and migrate guests from 3rd party channels to our direct loyalty platform. You will also use data analytics to track your results and report on the ROI of your conversion efforts.

Skills Required:

Experience & Mindset

Sales/Loyalty Background: Proven track record in a relevant dynamic environment (e.g., Hospitality, Real Estate, Membership Management, or Banking).

Aggressive & Polite: The ability to be persistent in generating business without being intrusive to the guest experience.

Hospitality Knowledge: Understanding of the difference between OTA bookings and Direct bookings, and why direct business is valuable to the hotel.

Technical Skills

CRM Proficiency: Experience with Salesforce, Microsoft Dynamics, or Hotel CRM tools. Must understand how to input and extract data for sales leads.

Excel Reporting: Must be fluent in Excel for reporting purposes (able to create sales trackers, use formulas to calculate revenue, and present weekly stats).

Duties & Responsibilities:

1. Member Acquisition & In-House Conversion (Primary Focus)

Actively approach in-house guests (lobby, or check-in/out, email, phone) to pitch the Privilege membership.

Channel Migration: Identify guests who booked via OTAs (Online Travel Agencies) and convert them into direct bookers for their next/extending stay by enrolling them in the loyalty program.

Daily Targets: Meet and exceed daily and weekly enrollment targets.

Upselling: Use the membership pitch to upsell immediate revenue opportunities, such as room upgrades, meal plans, or long-term stay extensions.

2. Business Generation & Revenue Tracking

"Business Done" Reporting: Track the exact revenue generated from the members you enroll. You will be responsible for reporting:

Conversion Rate: % of guests approached vs. enrolled.

Revenue Capture: Total room and non-room revenue attached to your new members.

Lead Generation: Identify corporate guests staying with us and pass leads to the Sales Team for corporate contracting.

Re-booking: Secure future bookings from departing guests before they leave the property, ensuring they book directly as members.

3. Data Analysis & CRM Management

Database Management: Ensure every new enrollment is correctly entered into the CRM with complete data (email, mobile, preferences).

Reporting: Submit a weekly "Business Done" report to management, detailing enrollments, potential revenue pipeline, and guest feedback.

4. Member Engagement

Benefit Delivery: Ensure that the promises made during the sale (e.g., "sign up now for late check-out") are immediately fulfilled by operations/reservatios.

VIP Recognition: Personally welcome existing high-tier members to ensure retention.

KEY PERFORMANCE INDICATORS (KPIs)

New Enrollments: Minimum new active members per month.

Conversion Ratio: Conversion of OTA guests to Direct Loyalty Members.

Revenue Generated: Total spend of members enrolled by you in the first 12 months.

Job Types: Full-time, Permanent

Pay: AED4,200.00 per month