Ambassador Manager

JOB SUMMARY 

• The Ambassador Manager leads a team of Ambassador associates responsible for delivering highly personalized service to Ambassador Elite members. This role is focused on driving associate performance, capability, and engagement to achieve the goals of the Ambassador Elite program and create exceptional member experiences. The Ambassador Manager develops associates through effective coaching, performance management, and targeted development plans that build the skills needed to anticipate member needs, strengthen relationships, and deliver meaningful outcomes. The manager fosters adoption of tools, resources, and best practices while creating a culture of accountability, continuous learning, and member-centric decision making. Through coaching, leadership, and operational oversight, the Ambassador Manager enables associates to provide proactive, personalized service that deepens member loyalty and enhances the overall Ambassador Elite experience. 

CANDIDATE PROFILE 

Education and Experience 

Required 

• Two-year college degree or equivalent in appropriate practical experience. 
• Three years’ experience in a customer engagement or guest relations environment 
• One year experience supervising, coaching or managing a customer engagement or guest relations team 

Preferred 

• Knowledge of Marriott, Marriott Bonvoy and Marriott technology applications 
• Experience facilitating training courses and presenting materials to large groups. 
• Experience providing direction and defining priorities to deal with problems involving several variables. 
• Understanding and prior use of time management techniques for effective planning and prioritization of tasks to achieve acceptable performance and outcome. Completion of a time management class or workshop. 

CORE WORK ACTIVITIES 

• Monitor associate performance through quality reviews, member feedback, service metrics, and observation, providing timely coaching, recognition, and accountability to drive continuous improvement. 
• Create and execute individualized coaching and development plans that build associate capabilities, address performance gaps, and prepare associates for future growth opportunities. 
• Foster a member-centric culture that encourages associates to anticipate needs, build meaningful relationships, and focus on outcomes rather than transactional case resolution. 
• Drive adoption and effective use of Ambassador tools, resources, and systems, developing associate proficiency and confidence in leveraging available information to personalize service and enhance member experiences. 
• Partner with associates to navigate complex member situations, using coaching opportunities to strengthen judgment, problem-solving skills, and decision-making capabilities. 
• Recruit, onboard, train, and develop talent to ensure the Ambassador team possesses the skills, knowledge, and behaviors needed to meet evolving business and member needs. 
• Establish clear performance expectations and address performance, attendance, and conduct concerns through ongoing feedback, coaching, and progressive discipline when necessary. 
• Use operational insights, service trends, and performance data to identify opportunities to improve associate effectiveness, member outcomes, and overall team performance. 
• Manage staffing, scheduling, service levels, and operational priorities while ensuring compliance with company policies, program standards, and business objectives.