Gift Card Program Manager

Company Description

Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, and spas, and gracious yet unobtrusive service. With 28 hotels and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Facebook, Twitter, and Instagram: @AubergeResorts and #AlwaysAuberge.

Job Description

The Gift Card Program Manager is responsible for overseeing and managing the day-to-day operations of the gift card program at Auberge Resorts Collection. This position serves as a liaison between guest relations, vendors, hotels, and ARC finance, ensuring the smooth functioning of all gift card-related activities. The role requires proactive problem-solving, excellent communication skills, and the ability to work with multiple stakeholders to ensure the program's success.

Key Responsibilities

Guest Relations

• Query Resolution: Review and resolve all gift card purchaser inquiries through coordination with the gift card vendor, credit card processor, or the hotel involved.

• Lost or Stolen Cards: Assist guests in handling lost or stolen gift card issues by investigating and providing solutions in a timely manner.

Vendor Relations

• Vendor Communication: Maintain an ongoing relationship with the gift card vendor, ensuring effective communication and issue resolution.

• Fulfillment Issues: Monitor, address, and resolve fulfillment-related problems with the vendor.

• Contract Compliance: Ensure that both Auberge Resorts Collection and the vendor are in compliance with all terms and conditions outlined in the vendor contract.

Hotel Relations

• Escalation Management: Act as the primary escalation point for unresolved queries or issues from hotels regarding gift cards.

• Inventory Management: Manage the reordering and distribution of gift cards to hotels as needed.

• Reporting: Provide hotels with daily sales and redemption figures for accurate accounting and balancing of gift card transactions.

• Monthly Invoicing: Calculate and determine monthly payments or invoicing for sales and redemptions at hotels.

• Education: Provide training and support to property team members on administration, sales, redemptions, etc. 

Gift Card Program Management

• Sales & Redemptions: Ensure the timely collection, distribution, and tracking of all gift card sales and redemptions across the network.

• B2B Sales:  Handle all B2B sales and recording.

• Cash Management: Manage cash flow by investing idle gift card funds in approved, permitted investments.

• Breakage Calculations: Perform periodic calculations for breakage, identifying funds that are unlikely to be redeemed.

• Inventory Records: Maintain accurate records of all card stock and related inventory.

• Program Financial Management: Manage the program’s profit and loss (P&L), tracking statistics for sales, redemptions, breakage revenues, interest earned, shipping/handling fees, and all operational expenses, including labor, credit card commissions, shipping, fulfillment, and card stock.

• Website Maintenance: Ensure the gift card webpage is up-to-date and functions correctly for guests and internal stakeholders.

ARC Finance

• Accounting Coordination: Provide ARC Accounting with the necessary data for monthly invoice charges or credits.

• Invoice Auditing: Review and audit invoices from the gift card vendor for accuracy and resolve any discrepancies.

• Investing Guidance: Follow necessary directions for the investment activities of gift card funds to ensure compliance and maximization of returns.

• Account Reconciliation: Conduct monthly reconciliations of all gift card accounts to ensure accuracy and resolve any discrepancies.

The Gift Card Program Manager role offers a base salary range of $85-95k plus an annual bonus as well as comprehensive medical, dental, vision and voluntary benefits, 401k employer match, employer paid life insurance and an employee assistance program and a team member hotel stay program. 

Qualifications

• Education: Bachelor’s degree in Business Administration, Finance, Accounting, Hospitality Management, or a related field (preferred).

• Experience:

  • Minimum of 3-5 years of experience in a similar role, ideally within a hospitality, retail, or financial services environment.

  • Proven experience managing vendor relationships and resolving customer inquiries.

  • Strong background in finance or accounting, with experience in P&L management and account reconciliation.

  • Experience with gift card programs or loyalty programs (such as SVS, GiveX, etc.) is preferred.

• Skills:

  • Strong organizational and multitasking abilities.

  • Excellent problem-solving and analytical skills.

  • Strong communication and interpersonal skills to effectively manage relationships with internal teams, vendors, and guests.

  • High proficiency in Microsoft Excel and financial software.

  • Knowledge of gift card industry standards and best practices.

  • Ability to maintain confidentiality and handle sensitive financial information.

Additional Information

​​​​​Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine and spas, and gracious yet unobtrusive service. With hotels and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Instagram, TikTok, Linkedin, Facebook and Pinterest: @AubergeResorts and #AlwaysAuberge.

Auberge Resorts LLC is an Equal Opportunity Employer, M/F/D/V. Auberge Resorts LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Auberge Resorts LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.