Full Time Manager - System Operations Jobs, in Banyan Group - Ricebowl

Overview

Banyan Group is an independent, global hospitality company with purpose. We are proud of our pioneering spirit, design-led experiences and commitment to responsible stewardship. Our extensive portfolio spans across over 80 hotels and resorts, over 60 spas and galleries, and 14 branded residences in over 20 countries. Comprising 12 global brands, including the flagship brand Banyan Tree, each distinct yet united under the experiential membership programme with Banyan. The founding ethos of “Embracing the Environment, Empowering People” is embodied through the Banyan Global Foundation and Banyan Management Academy. Banyan Group is committed to remaining the leading advocate of sustainable travel, with a focus on regenerative tourism and innovative programmes that elevate the guest experience.

The Role

The Loyalty Operations & Training Manager serves as the critical bridge between the Loyalty & Insights team and property-level hotel engagement. This role ensures that loyalty programme strategies, CRM capabilities and marketing automation outputs are effectively translated into on-property execution, staff training and operational readiness. This position represents the voice of hotel operations in shaping programme requirements and driving adoption across the property network.

Job Responsibilities

Hotel Operations & Programme Execution

• Serves as the primary operational lead for the withBanyan loyalty programme at the property level, ensuring consistent and high-quality member experience delivery across all Banyan Group hotels.
• Translates loyalty programme rules, campaign mechanics and CRM-driven communications into clear operational processes and standards for hotel teams.
• Coordinates with the Loyalty & Insights team and front-line hotel staff on campaign eligibility, member touchpoints and operational involvement for seamless programme execution.
• Monitors on-property programme performance, escalates operational issues and provides feedback loops to the central Loyalty team for continuous improvement.
  
  

Training Development & Staff Enablement

• Designs and develops training programmes for hotel staff on loyalty programme operations, member management procedures and CRM platform usage.
• Creates and maintains training materials, SOPs, quick-reference guides and eLearning content to ensure consistent knowledge standards across the property portfolio.
  
  

Hotel Onboarding

• Support onboarding processes for new hotels joining the loyalty programme, covering operational workflows, system access and member service standards.
• Coordinate and facilitate training sessions (virtual or in-person) for property teams on loyalty & CRM policies, systems, member recognition standards and service delivery expectations.
• Ensure proper system configuration and readiness prior to hotel go-live.
  
  

Hotel, Customer Service and Member Support

• Act as second-line escalation point for complex loyalty related cases, providing policy guidance and resolution support to Customer Support Team and Hotels.
• Provide operational interpretation of program terms & conditions when handling escalated cases.
• Maintain clear communication with stakeholders to ensure alignment on policies, processes, and service expectations. Support resolution of complex member cases in collaboration with Customer Service team and properties.
  
  

Required

Job Requirements

• At least 5 years of experience in hotel operations, loyalty programme management or a related hospitality function.
• Strong understanding of hotel operations, guest lifecycle management and front-of-house service standards.
• Ability to translate complex system and programme requirements into practical, easy-to-follow operational guidance.
• Excellent communication and stakeholder management skills
  
  

Preferred

• Familiarity with Salesforce CRM Cloud, Marketing Cloud or equivalent CRM/loyalty platforms.
  
  

Experience working with membership or loyalty programmes in lu