Marketing Manager (Guest Experience)

Key responsibilities

A. Marketing management (management level, reporting to the Director)

• Develop and own the annual marketing strategy and plan, aligned with revenue and occupancy targets agreed with the Director.
• Prepare, manage and account for the marketing budget; report spend and return on investment to the Director monthly.
• Lead brand positioning and ensure consistent brand standards across all channels and touchpoints.
• Plan and run campaigns across digital, social media, email, search, OTA listings, partnerships and offline channels.
• Set marketing KPIs (e.g. direct bookings, cost per acquisition, engagement, review scores) and track them through dashboards and reports.
• Select, brief and manage external agencies, freelancers, photographers and media partners, including scope, cost and performance.
• Manage the website, booking-engine content, OTA content and online reputation; lead responses to reviews.
• Build partnerships with corporate clients, travel trade, local businesses and tourism bodies.
• Conduct market, competitor and pricing research; recommend promotions and packages to the Director.
• Recruit, guide and assess any marketing staff or interns who join the function.

B. Guest experience (operational, non-supervisory)

• Welcome guests and handle check-in, check-out, enquiries and requests to service standards.
• Resolve guest issues on shift, escalating to the duty lead where required.
• Collect guest feedback and observations and feed them into marketing plans and service-improvement ideas.
• Support guest-facing promotions, loyalty sign-ups and on-site events.
• Follow operating, safety and data-protection (PDPA) procedures.

The guest experience duties carry no supervisory or management authority over operations staff.