Job Description

Join BWH Hotels - Where Passion Meets Purpose

At BWH® Hotels, we don't just offer employment opportunities, we create opportunities to be part of something extraordinary. As a global leader in hospitality for nearly 80 years, our vision is to inspire travel through unique experiences. Joining our corporate team means becoming part of a dynamic and inclusive community that values innovation, collaboration, and making a meaningful impact in the travel industry.

Headquartered in Phoenix, Arizona, BWH Hotels boasts a powerful portfolio of 18 brands, including WorldHotels, Best Western® Hotels & Resorts, and SureStay Hotels®, with approximately 4,300 hotels in over 100 countries. We take pride in our top-ranking employee engagement scores and foster a workplace culture where your contributions truly matter. Join us and be part of a team that's shaping the future of hospitality!

Job Purpose

This role, Associate Manager of Loyalty Programs and Member Engagement, is responsible for supporting the day-to-day Elite member experience of Best Western Rewards as well as key program initiatives. This role is responsible for providing program support to enhance both loyalty products and member engagement across all touchpoints of Best Western’s loyalty program.  This includes support to the marketing team by implementing recommendations to help meet marketing goals for assigned products, services or market segments. The Program Manager will be responsible for the User Acceptance Testing of program standard releases, as well as ongoing support in researching issues and troubleshooting defects for the following platforms: Mercury (loyalty program customer service application), GRS (website), brand mobile app, brand portal and hotelier site.   

Key Responsibilities

  • Providing support on a global level for the loyalty program - troubleshooting issues, answering general questions and participating in meetings with international BWH Hotels hoteliers and affiliate offices.
  • Preparing reports by compiling data, tracking and analyzing program metrics. Assessing and providing insights on variances, initiatives, promotional performance, and loyalty program member activity/engagement.
  • Developing and implementing ongoing recommendations to help meet goals for the loyalty program and find opportunities to improve the guest experience.
  • Extensive Quality Assurance testing on program enhancements and new benefits related to the Loyalty program.
  • Experience with project management methodologies, including agile, is beneficial. 
  • The ability to think critically and creatively to resolve challenges. 
  • Collaborates with internal and external stakeholders to foster program growth, including supporting projects to new features needed to optimize Best Western Rewards engagement with members.

Managing Work, Projects, and Policies

  • Manages and implements work and projects as assigned.
  • Generates and provides accurate and timely results in the form of reports, presentations, etc.
  • Analyzes information and evaluates results to choose the best solution and solve problems.
  • Provides timely, accurate, and detailed status reports as requested.

Preferred Experience and Education

  • 2+ years related loyalty program experience in marketing or the hospitality industry. Previous experience with QA testing and problem resolution is needed.
  • Bachelor’s Degree in Business Administration, Marketing, Advertising, Communications, or a related field or an equivalent combination of education and experience.

Required Knowledge and Skills

  • Proficiency in Microsoft Office Suite.
  • Experience with Jira or Medallia a plus.
  • Uses written and verbal skills effectively.
  • Ability to resolve defined  roadblocks using problem solving methodology, as well as separate and combined tasks for efficient workflow. Analyzes successes and setbacks to find solutions.
  • Manages time effectively and conducts activities in an organized manner.

Work Location and Schedule

  • This is a hybrid position, requiring an onsite presence approximately 2+ days per week at our GOC office location.  The office address is 20400 North 29th Avenue, Phoenix, AZ.

This position is not eligible for immigration sponsorship. 

Benefits Summary for Full-Time Employees  

· Medical/Dental/Vision available day one 

· Vacation/Sick- accruals start day one 

· Paid company holidays and personal holidays to celebrate what’s important to you  

· 401K - company contribution and match (U.S.) 

· Registered Retirement Savings Plan (RRSP) - company contribution and match (Canada) 

· Employee discounts/hotel discounts 

· Free financial and health wellness programs 

· Tuition Reimbursement 

Equal Employment Opportunity

BWH Hotels (the "Company") maintains a policy of equal employment opportunity for all employees and qualified applicants for employment without regard to race (including hair textures and hair styles associated with race), color or pigmentation, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, alienage or citizenship status, caste, age, disability, gender, gender identity or expression, sex, sexual orientation, LGBTQIA+ individuals, height, weight, pregnancy status, childbirth or related medical conditions, genetic information, uniformed service or veteran status, marital status, or any other characteristic protected by applicable federal, state, provincial, or local laws. The Company’s equal employment opportunity policy applies to all aspects of employment with the Company, including, but not limited to, hiring, promotion, transfer, benefits, discipline, and termination. 

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

Apply Online