Basic Purpose & Objective of the Position:

• Support the loyalty programme to handle all members enquiries and the hotels’ operational enquiries.

• Has hotel reservation, Revenue or Marketing experience.

• Assist in the development and implementation of e-Commerce and loyalty programme projects for the group.

Duties & Responsibilities:

1. Loyalty Operations & Hotel Support

• Member Advocacy: Act as the primary point of contact for daily inquiries from loyalty members and hotel operational teams, ensuring a high standard of service and troubleshooting.

• Programme Compliance: Deeply understand loyalty policies and regulations to ensure consistent execution across all participating properties.

• Operational Alignment: Liaise with all Dorsett Hospitality International hotels to align and execute group-wide activities, promotions, and member experience events. Onboard loyalty programme to new hotels and conduct loyalty refresher trainings for existing hotels.

2. e-Commerce & Digital Management

• Platform Oversight: Manage day-to-day operations for brand.com, including campaign launches, content updates, and the optimization of the booking engine and loyalty backend systems.

• Project Delivery: Lead the end-to-end development of e-Commerce and loyalty projects (e.g., website revamps, system integrations) by collaborating with solution providers and third-party vendors.

3. Analytics & Performance Tracking

• Data Analysis: Monitor digital sales channels and loyalty metrics to provide actionable insights that enhance the member journey and increase direct booking conversions.

• Reporting: Produce regular reports (e.g., room rate shopping, member activity) and track e-Commerce KPIs to ensure all initiatives are performing effectively.

• Opera Report: Familiar with Opera reports, market segment and source report.

• Stakeholder Insight: Analyze customer profiles and guest reviews to share strategic insights with the Hotel Revenue and Loyalty teams.

• Experience: with Hotel Front Office, Reservation or Revenue experience.

4. Marketing & Communications

• Content Creation: Responsible for drafting and managing communications for the loyalty programme, including marketing collaterals and e-newsletters.

• Initiative Implementation: Assist in the brainstorming and rollout of new loyalty features and digital assets to improve overall guest engagement.

Job Requirements:

• Education Level: Degree or above

• Field of Study: A degree in marketing, communications or other relevant degree

• Years of Experience: 3 to 5 years

Area of Experience:

• Degree holder in Marketing, Communication, Business administration / ecommerce or related.

• 3 to 5 years of overall experiences in hotel reservation, revenue, e-Commerce or loyalty marketing.

• Experiences and knowledges in systems and tools including Content Management System (CMS), CRM System, Google Analytics, Central Reservation System (CRS) & Oracle Property Management System (PMS).

• Strong customer and marketing insights, including from sales reports, market research, customer satisfaction, web analytics and CRM-customer data.

• Proven language proficiency with strong oral and written in English, Cantonese and Mandarin.

• Team worker with creative and open-minded approach with good interpersonal skills.

• Independent, proactive and attention to details.

• Ability to work in a multi-cultural environment.