Lead Hospitality Marketing Manager: Shape Guest Experiences

Using the STAR method: **Situation:** Our hotel was experiencing low occupancy rates during the off-season. **Task:** I was tasked with developing a marketing campaign to increase bookings during this period. **Action:** I conducted market research to identify target demographics and their travel preferences. Based on this research, I developed a targeted email marketing campaign offering discounted rates and exclusive packages. I also partnered with local attractions to offer joint promotions. I closely monitored the campaign's performance and made adjustments as needed. **Result:** The campaign resulted in a 20% increase in occupancy rates during the off-season, exceeding our initial goals.

I am a voracious reader of industry publications such as Hotel News Now, Skift, and Hospitality Technology. I also attend industry conferences and webinars regularly to network with peers and learn about new trends. Furthermore, I actively experiment with new marketing technologies and platforms to identify opportunities for innovation.

I have extensive experience developing and managing marketing budgets. I prioritize allocating resources to the most effective channels and strategies. I meticulously track key performance indicators (KPIs) and analyze campaign performance to measure ROI. I also use data-driven insights to optimize budget allocation and maximize returns.

I have a proven track record of developing and executing successful social media marketing campaigns for hotels and resorts. I am proficient in using various social media platforms, including Facebook, Instagram, Twitter, and LinkedIn. I understand how to create engaging content, build a strong online community, and drive bookings through social media.

First, I would acknowledge the review promptly and professionally. I would then apologize for the guest's negative experience and express my commitment to resolving the issue. I would investigate the matter thoroughly and take appropriate action to address the guest's concerns. Finally, I would follow up with the guest to ensure their satisfaction and regain their trust.

My approach to brand management is to ensure that all marketing activities are aligned with the brand's core values and mission. I strive to create a consistent brand experience across all touchpoints, from the website and social media to the guest rooms and dining experiences. I believe that a strong brand is essential for building customer loyalty and driving long-term growth.

The metrics for success depend on the specific goals of the campaign. Generally, I look at metrics such as website traffic, lead generation, conversion rates, customer acquisition cost, and return on investment (ROI). I also track brand awareness and customer sentiment to assess the overall impact of the campaign.