Specialist, Loyalty Operations Customer Care

Company Description

Radisson Hotel Group is one of the world's largest hotel groups with ten distinctive hotel brands, and more than 1,500 hotels in operation and under development in 95+ countries. The Group's overarching brand promise is Every Moment Matters with a signature Yes I Can! service ethos.

People are at the core of our business success and future. Our people are true Moment Makers and together we bring the culture, spirit, environment and opportunities that empower you to be your best, every day, everywhere, every time. Together, we make Every Moment Matter.

Job Description

We are looking for Loyalty Operations Customer Care Specialist Agent (French Speakers).

The Loyalty Operations Customer Care Specialist Agent exists to ensure the accurate, consistent, and policy-compliant administration of member accounts and loyalty benefits, safeguarding the integrity of the Radisson Rewards program while delivering high-quality support to members and hotels.

Acting as a key liaison between members, properties, and internal teams, the role monitors, responds, and engages with customers across multiple service channels to ensure correct handling of client requests and an exceptional member experience. Additionally, the role collaborates closely with hotels in French-speaking markets to support the achievement of loyalty objectives within RHG.

Roles/Responsibilities:

Account Operations & Customer Support:

• Manage member and hotel requests accurately and in line with Radisson Rewards policies
• Maintain high standards of data quality and correct case documentation
• Ensure timely resolution of requests within defined SLAs
• Ensure appropriate tools, processes, and controls are in place to mitigate and prevent potential fraud risks

Member Query Resolution & Case Management:

• Investigate and resolve loyalty issues such as missing points, stay credit discrepancies, and account queries
• Coordinate with hotels and internal teams to ensure proper resolution
• Ensure outcomes are fair, accurate, and aligned with Radisson Hotel Group policies
• Identify root causes to reduce recurring issues and improve process efficiency
• Monitor guest interactions and identify opportunities to enhance satisfaction experience

Multi-Channel Customer Engagement & Hotel Support

• Monitor, respond, and engage with members across multiple service channels
• Ensure consistent, professional, and high-quality customer interactions
• Support hotels with guidance on loyalty procedures and claim handling
• Help improve accuracy and first-time resolution of requests

Cross-Functional Collaboration & Market Support

• Act as a liaison between members, hotels, and internal teams
• Support smooth case resolution through coordination
• Collaborate closely with hotels in French-speaking markets on loyalty operations.

Qualifications

Competencies and requirements:

• Strong analytical, problem-solving, and interpersonal skills
• Experience in customer care, contact Centers and/or hotel operational environment
• Demonstrated ability to work proactively, both independently and collaboratively within cross-functional teams
• Ability to interpret and apply policies and procedures consistently
• Strong written communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Understanding of loyalty program operations and CRM/case management systems

Qualifications:

• Education: Degree in Hospitality, Hotel Management, Tourism, or a related field
• Minimum experience: 2+ years' experience of customer service experience, hospitality operations, or administrative support roles handling complaints in similar sectors/environments, with a proven ability to effectively engage and work under pressure.
• Experience with loyalty programs, CRM systems, or hotel front office/reservations environments is preferred
• Language: Fluent in French and English. Additional language(s) are a plus.

The description of functions is merely indicative and not exhaustive. Accordingly, the employee shall perform any other duties inherent to the labour position and their professional group, in accordance with the company's directives.

Additional Information

Why Join Radisson Hotel Group?

Live the Magic of Hospitality - Be part of a team that creates exceptional experiences and memorable moments every day. Let your Yes I Can! spirit shine as you bring hospitality to life.

Build a Great Career - No matter your background or experience, we invest in your growth, learning, and career development-helping you reach your full potential.

Experience the Team Spirit - Join a workplace that's inclusive, fun, and meaningful. We celebrate diversity, support one another and foster a sense of belonging through our Employee Resource Groups and inclusion initiatives.

Lead with Your Ambition - Your ideas, passion and drive matter! We empower you to make a difference-in hospitality, your community and beyond.

Enjoy Global & Local Perks - No matter where you're located, you'll enjoy exclusive global benefits - like special hotel rates for you and your loved ones at our hotels worldwide. Plus, you'll have access to local perks and rewards tailored to your country, making your experience even more rewarding!

Enjoy benefits such as - up to 53% off your stay as a Team Member at over 1,500 Radisson Hotels worldwide
Guaranteed minimum of 30% off for your Friends & Family
Exclusive Discounts on Breakfast, Food & Beverage, Spa and more

Join us in shaping the future of hospitality! If you're ready to bring your talent, energy, and passion, we'd love to hear from you.

Apply now and let's make every moment matter.

We welcome applicants from all backgrounds, abilities, and experiences. If you need any adjustments during the application process, please let us know.