Coordinator, Loyalty Service

About Us At Preferred Travel Group, we care deeply about our people, nurture independence, and celebrate individuality. Family values inspire us, and we believe that change creates opportunity. We are committed listeners and deliberate storytellers in hospitality. We engineer potential, foster trust, and co-create brighter futures. Our culture values collaboration, adaptability, and precision—qualities essential to every role. We are forever curious, guided by the Pineapple as our global symbol of hospitality. We believe the business of hospitality is borderless, and we proudly embrace that spirit every day. We believe that every team member brings unique strengths to the table, and we’re committed to creating an environment where those strengths can thrive. ________________________________________ Position Summary We are looking to hire a customer‑focused and highly organised Coordinator who thrives in a service‑driven environment. The Coordinator, Loyalty Service delivers centralized support for I Prefer Hotel Rewards loyalty program Members and participating hotels, owning the resolution of common as well as complex and escalated inquiries. The role is accountable for individual service KPIs that contribute to team performance, ensuring consistent, high-quality service delivery across global markets. ________________________________________ Typical Behaviors & Working Style The ideal candidate will demonstrate the following behavioral traits: Highly task‑oriented, completing work accurately from start to finish with a strong focus on quality and timeliness Consistently follows established guidelines, procedures, and processes, gathering information before making decisions within area of expertise Detail‑driven and dependable, with strong follow‑through on assigned tasks and accountability for outcomes Communicates in a factual, professional, and measured manner, escalating or seeking direction where appropriate. ________________________________________ Key Responsibilities Provide centralized, high‑touch support for I Prefer Hotel Rewards loyalty program Members and hotel partners, ensuring a seamless and elevated service experience across a broad range of inquiries. Own the end‑to‑end delivery of Member support, including thoughtful review, collaboration with internal teams, and clear, consistent communication through resolution Respond to Member inquiries primarily via email, ensuring a responsive, service-forward experience related to account management, reward points, promotions, and service recovery. Maintain individual performance against established service KPIs, contributing to overall team service goals. Ensure accurate documentation and contribute insights by identifying recurring Member needs to improve Member support and program experience. Support hotel partners by providing knowledgeable guidance on routine loyalty program questions and delivering thoughtful post‑stay service support. Contribute to process improvements and collaborate cross-functionally on tools, policies, and service enhancements. ________________________________________ Required Experience/Qualifications Proven experience in customer service, loyalty services, hospitality operations, or a related support function. Demonstrated experience independently managing nuanced Member support needs through to resolution with sound judgment and accountability. Strong written and verbal communication skills in English. Proven ability to manage multiple service requests and priorities efficiently while maintaining a high standard of service quality. High attention to detail with strong documentation and follow-through skills. Proficiency in Microsoft Office applications, with strong competence in Excel. Customer-first mindset with professionalism, sound judgment, and strong sense of ownership. ________________________________________ Desired Experience/Qualifications Experience supporting loyalty, membership, or recognition-based programs. Exposure to regional or global service operations. Familiarity with CRM and case management platforms. ________________________________________ Preferred Working Environment & Job Characteristics This role is best suited to someone who thrives in: A dynamic, professional setting where collaboration and precision matter A role emphasizing strategic thinking and operational excellence with clear expectations Managing complex systems and processes while adapting to evolving priorities The ideal candidate will find satisfaction in: Leading initiatives that drive measurable impact Building strong relationships across global teams Delivering results with accuracy and consistency ________________________________________ What Success in this role looks like Member and hotel partner inquiries are resolved accurately and efficiently, with consistent service quality across global markets Individual service KPIs are met or exceeded, contributing positively to overall team performance Documentation is thorough and reliable, supporting continuity, insights, and service improvement The loyalty program experience is strengthened through dependable execution, sound judgment, and strong ownership ________________________________________ Working Conditions This role will be based out of our Preferred Travel Group office in either Mexico City or Sao Paolo. With our in-office philosophy, our associates are expected to be in the office at least three days per week, supporting a healthy balance between in-person collaboration and flexible remote work. We take pride in our vibrant and inclusive culture, which thrives on meaningful connection, shared purpose, and cross-functional teamwork. In-office engagement plays a vital role in fostering spontaneous collaboration, accelerating innovation, and strengthening relationships across teams. It also provides valuable opportunities for mentorship, professional development, and a deeper sense of community. Please note: While the current expectation is a minimum of three days per week in the office, this may evolve over time in alignment with business needs and our continued commitment to culture-building. Standard business hours, aligned to local time zone, Monday through Friday. ________________________________________ Training Loyalty program management systems SynXis Voice Agent Microsoft Dynamics 365 Jira Service Management or Similar Case Management System Microsoft Office Suite Company-approved AI technology ________________________________________ Disclaimer The above information is designed to indicate the general nature and level of work performed. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.