Alyssa E. Yandle
Customer Loyalty Manager, Hospitality
Savannah, GA · (912) 555 0111 · name@example.com · linkedin.com/in/alyssaeyandle
Key Qualifications
EXPERIENCE
Eleven years in customer marketing and service, four leading loyalty
INDUSTRIES
Hospitality, leisure and travel
SPECIALTIES
Rewards program management, retention offers, member segmentation, win back campaigns
SYSTEMS
Salesforce Marketing Cloud, Medallia, Zendesk, Five9, Tableau
CREDENTIALS
Certified Loyalty Marketing Professional, Certified Customer Experience Professional
EDUCATION
Bachelor of science in hospitality management, Georgia Southern University
Results at a Glance
18,000
Lapsed members
22%
Rebalancing the reward
44%
Members who call
Executive Summary
Loyalty manager for a coastal hospitality group, owning the rewards program, the retention desk inside the contact center and the offers that bring lapsed guests back. Eleven years in customer marketing and service, four of them running loyalty for a portfolio of properties.
Signature Achievements
- Grew active loyalty membership from 210,000 to 465,000 in three years through a simplified enrollment at check in.
- Raised the repeat stay rate among members from 34 percent to 49 percent across the portfolio.
- Built a win back program that returned 18,000 lapsed members and 6.2 million dollars of room revenue in two years.
- Cut the cost per redemption by 22 percent by rebalancing the reward tiers against actual redemption behavior.
- Trained the retention desk on a save conversation that now keeps 44 percent of members who call to cancel a stay.
- Lifted member net promoter score by fourteen points after removing the blackout dates members complained about most.
Professional Experience
Customer Loyalty Manager
Tidewater Coastal Resorts, Savannah, GA 2022 to present
Owns the loyalty program and the retention desk for a group of fourteen properties with 465,000 program members.
- Runs the rewards program including tier structure, earning rules, redemption cost and partner offers.
- Manages a retention desk of nine agents inside the central contact center and sets their offer authority.
- Designs member segments and the contact plan for each, from first stay through lapse and win back.
- Reports member revenue, active membership and redemption cost to the commercial leadership team monthly.
- Works with property general managers on the member recognition standards their teams deliver at check in.
Loyalty and Retention Specialist
Lowcountry Inns and Suites, Charleston, SC 2019 to 2022
Specialist supporting a rewards program across six properties.
- Built and sent the member communication calendar across email and text message.
- Analyzed redemption patterns and recommended two changes to the earning structure.
- Handled member escalations about points, tiers and reservation disputes.
- Reported member growth, redemption cost and campaign results to the group marketing director each month.
Guest Services Supervisor
Wilmington River Hotel Group, Savannah, GA 2015 to 2019
Supervised a front desk and guest services team at a 240 room property.
- Managed front desk staffing, guest recovery and the property level rewards enrollment target.
- Handled guest complaints at the property and issued recovery credits within authority.
- Trained new front desk staff on service standards and program enrollment.
Licensure and Certification
Certified Loyalty Marketing Professional, Loyalty Academy, 2023
Certified Customer Experience Professional, Customer Experience Professionals Association, 2021
Education
Bachelor of science in hospitality management, Georgia Southern University, 2015
Core Skills
Loyalty program design · Tier and reward economics · Retention desk management · Member segmentation · Win back campaigns · Redemption cost control · Marketing automation · Property partnership · Member research · Commercial reporting