MAJOR FUNCTION AND REPORTING

As the CRM & Guest Loyalty at Swiss-Belhotel International, you will be responsible for developing and executing strategies to enhance guest relationships, drive guest loyalty, and increase guest lifetime value within the hotel industry. You will oversee the implementation of CRM (Customer Relationship Management) initiatives, manage loyalty programs, and cultivate partnerships to expand the hotel's reach and offerings.

1. CRM Strategy Development:

Develop and implement comprehensive CRM strategies aligned with the hotel's overall business objectives.
Conduct guest segmentation and profiling to identify target audiences.
Create personalized marketing campaigns and communications tailored to the hotel industry.
Oversee the implementation of CRM systems and tools specifically designed for the hospitality sector.

2. Loyalty Program Management:

Design, launch, and manage effective loyalty programs to reward and incentivize guest behavior.
Analyze loyalty program performance to identify trends and optimize rewards and benefits.
Collaborate with hotel departments to ensure seamless integration of loyalty programs into guest experiences.
Handle member queries

3. Partnerships Development:

Identify and cultivate strategic partnerships with airlines, travel agencies, and other relevant businesses.
Negotiate partnership agreements and ensure mutually beneficial collaborations.
Promote the hotel's offerings through partner channels and leverage partnership benefits to attract new guests.
Monitor partnership performance and identify opportunities for optimization.
Resolve any issues or disputes that arise between the hotel chain and its partners.
Track key performance indicators (KPIs) to measure the success of partnerships.

4. Guest Data Analysis:

Collect, analyze, and interpret guest data to identify trends, preferences, and satisfaction levels.
Use data-driven insights to optimize marketing campaigns, improve guest experiences, and increase revenue.
Develop guest journey maps to understand guest interactions and identify opportunities for improvement

5. Guest Relationship Management:

Manage guest interactions and address guest inquiries and complaints promptly.
Foster strong relationships with guests through personalized communication and exceptional service.
Monitor guest satisfaction levels and identify areas for improvement.

6. Team Leadership:

Lead and manage a team of CRM, loyalty program, and partnership professionals within the hotel industry.
Provide guidance, training, and support to team members.
Foster a positive and collaborative work environment.

Swiss-Belhotel International

Profil Swiss-Belhotel International

Diskusi tentang Swiss-Belhotel International

Lokasi Kantor

Swiss-Belhotel International

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