Guest Loyalty Manager OEM

Property Residence Orlando Lake Buena Vista
Posted Date 2 months ago(1/11/2023 12:35 PM)
Front Office/Guest Services

Job Summary

The Guest Loyalty Manager is responsible for on-property management of Aimbridge Hospitality's and/or Hotel brand frequent guest program including the coordinate of all departments involved in the service of Member/VIP guests. He/she will be responsible for updating the guest information database training front office associates managing local inventory of program collateral and providing every VIP guest with a personalized and memorable stay. Management-level associates are expected to work as much of each workday as is necessary to complete their job responsibilities; for OEM associates overtime does apply and is calculated accordingly.




  • At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
  • Previous supervisory experience required.
  • Must be proficient with Windows operating systems
  • Internal candidates must have a minimum of an above average score on most recent performance appraisal.
  • Must be able to convey information and ideas clearly.
  • Must be able to evaluate and select among alternative courses of action quickly and accurately.
  • Must routinely meet deadlines.
  • Must be able to multi task.
  • Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary.
  • Must have the ability to assimilate complex information data etc. from disparate sources and consider adjust or modify to meet the constraints of the particular need.
  • Must be effective at listening to understanding and clarifying the concerns and issues raised by co-workers and guests.
  • Must be able to work with and understand financial information and data and basic arithmetic functions.




  • Approaches all encounters with guests and associates in an attentive friendly courteous and service-oriented manner.
  • Maintains the guest profile information system updating it as necessary to reflect current preferences (i.e. newspapers smoke sensitivity dining reservations cultural interests etc.). Ensure preferences are communicated to central database as necessary.
  • Prior to the arrival of all members/VIP's confirms reservations transportation needs room type requests/amenities and social reservations.
  • On the day that members/VIP's arrive determines that everything is ready for them including: reservation information transportation key packets room accommodations welcome note amenities and special requests.
  • Assists all departments with the implementation and maintenance of the standard frequent guest program including conducting training sessions as necessary.
  • Produces welcome letter/packet of member/VIP arrivals.
  • Attends and provides input at the PM rooms meeting (Daily Line Up) for all GSA's supervisors bell staff and door staff.
  • Works with the HR to coordinate the delivery of all customer service training programs to all front desk associates.
  • Greets arriving guests and assist members/VIP's with check-in.
  • Meets with Manager on Duty (MOD) to review arrival/evening business; associate may even act as MOD at respective property.
  • Calls all members/VIP's departing the following day to offer assistance with departure arrangements; follow up with transportation requests.
  • Develops rapport with return guests while maintaining a professional attitude and image.
  • Meets with PM supervisor/MOD to review remaining member/VIP arrivals.
  • Ensures guest privacy and security by correctly following Aimbridge Hospitality SOP's.
  • Maintains a presence in the lobby during peak check-in and/or check-out times to assist with guest requests.
  • Operates radios and pagers efficiently and professionally when communicating with other departments.
  • Maintains a professional working relationship and promote open lines of communication with other managers associates and departments.
  • Ensures implementation of all Aimbridge Hospitality policies and procedures.
  • Works with the Property Accountant to arrange special billing for members/VIP's if applicable.
  • Responds to all member/VIP guest requests situations complaints and accidents in an attentive courteous and efficient way.
  • Provides feedback to corporate program management on issues related to program delivery guest satisfaction etc.
  • Reviews the Guest Request Log daily for requests trends issues or concerns and generate ideas to improve the hotel's method of responding to guest requests.
  • Attends weekly staff meetings and provide training on a rotational basis using the steps to effective training according to Aimbridge Hospitality's training standards.
  • Completes all additional reports in a timely and efficient manner as required by management.
  • Attends all meetings/training as required by management.
  • Performs other duties as requested by management.

Property Details

Residence Inn Orlando Lake Buena Vista


This Orlando hotel offers guests shuttle service to Epcot. This completely smoke-free hotel contains suites with kitchens or kitchenettes. Guests can start their day with a complimentary breakfast buffet and then take a dip in the pool. Complimentary WiFi is provided for all guests.


Suites at the Residence Inn by Marriott feature a flat-screen TV with cable channels. Microwaves, refrigerators, stovetops, and coffee makers can be found in every suite. Some rooms include an oven, as well. Complimentary Wi-Fi is available in all suites.


On-site laundry facilities are available for guests.The hotel has a game room and an outdoor sports court.

The hotel is 7 mi from Universal Orlando Resort. SeaWorld Orlando is 2.7 mi away.

Company Overview

As the global leader in third-party hotel management, our growing portfolio represents over 1,550 hotels in all 50 states and 22 countries, from top international lodging brands to luxury hotels, destination resorts and lifestyle hotels. Our associates around the globe are passionate about serving our guests and driving exceptional results, and thrive in a culture where everyone is inspired to be the best. Join a world of possibility with Aimbridge Hospitality.


After an initial waiting period, those hired into full time positions are eligible for a competitive benefits package that includes the following:

  • Now offering Daily Pay! Ask your Recruiter for more details
  • Medical, Dental, and Vision Coverage
  • Short-Term and Long-Term Disability Income
  • Term Life and AD&D Insurance
  • Paid Time Off
  • Employee Assistance Program
  • 401k Retirement Plan

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