Director of Loyalty

About the role

The Director of Loyalty will lead the recognition and engagement of Marriott's most valuable Elite members, ensuring a premium stay experience from pre‑arrival through post‑stay feedback. This role oversees the Elite member journey, collaborates with the Loyalty Head Connector, and drives the quality of services delivered to Elite, Cobalt and redemption stay members.

Key responsibilities

• Lead and mentor the team on Marriott Bonvoy Loyalty Program policies and benefits.
• Adjust Elite member status according to guidelines and activate connector teams on property.
• Attend loyalty meetings, webinars and training to stay current on program enhancements.
• Monitor and respond to Elite member comments, routing issues to appropriate departments.
• Coordinate day‑to‑day operations to meet Elite, Cobalt and redemption stay standards.
• Handle complaints, resolve disputes and support energy‑conservation initiatives during property tours.
• Provide exceptional service that exceeds member expectations and coach staff on guest‑relations excellence.

Required profile

• 2‑year degree in Hospitality, Business Administration or related field with at least 2 years of loyalty or guest‑relations experience, OR a 4‑year degree with no experience required.

Required skills

What we offer

• Full‑time, onsite position within a global hospitality brand.
• Opportunities for professional development through loyalty program training.
• Collaborative environment focused on guest satisfaction and employee growth.