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Job Summary
Duties:Team, Contractor and Supplier Management:
Manage, guide and oversee the marketing team, External Marketing Company, representatives, contractors, suppliers, media partners and other service providers involved in the hotel’s marketing function.
Ensure clear communication, deadlines, accountability, quality control and follow-through across all marketing projects, campaigns, reporting, design work, advertising, digital platforms and guest-facing communication.
Website and Booking Platforms:
Manage and administer the hotel website in conjunction with the External Marketing Company. Ensure that all information, imagery, rates, specials, packages and booking links are accurate and up to date.
Monitor the Booking Button to ensure rates, availability and information display correctly, and coordinate corrections where required.
Social Media and Content Management:
Develop and manage the monthly content plan in conjunction with the External Marketing Company and management team.
Review and approve social media content, captions, imagery and campaign messaging before publication.
Monitor Facebook and Instagram enquiries where required and ensure relevant accommodation enquiries are followed up by Reservations.
Digital Marketing and Campaigns:
Plan, coordinate and monitor digital marketing campaigns across social media, Google, email marketing, WhatsApp and other relevant platforms.
Track campaign performance, lead generation, enquiry quality, website traffic, booking conversion and overall campaign effectiveness.
Provide feedback and recommendations to management.
Advertising and Editorial Opportunities:
Identify suitable advertising and editorial opportunities including print, online, radio, television, trade, editorial, partnership and media opportunities.
Obtain costings, coordinate artwork and approvals, complete booking forms, manage trade exchanges where applicable and ensure payments are processed through the Accounts Department.
Draft editorials where required or coordinate journalist visits to the hotel.
Online Travel Agents and Third-party Platforms:
Manage and update the hotel’s information, images, descriptions, rates, offers and specials across OTAs and relevant third-party platforms.
Ensure brand consistency, accuracy and professional presentation across all online platforms. Maintain relationships and handle relevant OTA queries where required.
Online Listings:
Manage and administer all current online listings, ensuring information, photos and rates are up to date. Maintain the online listing spreadsheet and coordinate invoices for processing.
Identify further potential online listing opportunities.
In-house Marketing Collateral:
Develop, manage and update internal and guest-facing marketing collateral including internal newsletters, rate sheets, accommodation specifications, flyers, notices, activity information, menus, programmes, front office information sheets, guest documents and other printed or digital material.
Manual, Master Documents and Rate Documentation:
Coordinate updates to the hotel manual, master documents, rate sheets, accommodation specifications, special offers and related documentation when rates, contact details, packages, activities, venue information, staff prices or operational information change.
Ensure all documents remain accurate, current and correctly stored.
Specials, Packages and Promotional Offers:
Coordinate and manage special offers and packages, including package forecasts, detailed availability reports, artwork briefs, approval processes, rate code requirements, website updates, booking platform updates, mailers, email templates and communication to Reservations and representatives.
Ensure approved specials are launched, communicated and monitored correctly.
STO Contracts and Trade Relationships:
Manage and administer STO contracts, maintain an up-to-date STO register and monitor rates issued to tour operators and agents.
Ensure contracts are correctly completed, signed, saved and followed up.
Representatives, Contractors and Supplier Relationships:
Maintain professional working relationships with hotel representatives, contractors, suppliers, advertising agencies, radio stations, external marketing partners and trade partners.
Work with these partners to identify opportunities, increase awareness and generate new business for the hotel.
Site Inspections and Educational Visits:
Coordinate and conduct site inspections and educational visits when required.
Ensure all related documentation, discount request forms, approvals, confirmations, memos, questionnaires, thank-you emails and follow-up reports are completed and filed correctly.
Travel Shows and Trade Events:
Identify relevant trade shows and industry events in conjunction with management.
Liaise with organisers, coordinate stand requirements, arrange appointments with potential clients and ensure professional follow-up after the event.
On-the-road Marketing and Presentations:
Identify suitable opportunities for presentations to retirement homes, businesses, tour operators, PCOs, wedding planners, schools and other relevant groups.
Organise, prepare and conduct presentations where required, and complete necessary follow-ups.
Discount and Special Rate Requests:
Assist with special requests, ensure the necessary approval is obtained from the Assistant Operations Manager and General Manager, and liaise with clients where required.
Sponsorships, Prize Letters and Trade Exchanges:
Manage sponsorship requests, prize-related enquiries and trade exchanges, ensuring maximum exposure and value for the Hotel.
Coordinate prize letters and maintain the prize winner and trade exchange spreadsheets where required.
Guest Reviews and Reputation Management:
Monitor guest reviews across relevant platforms including GuestRevu, TripAdvisor, Google, social media and OTA platforms.
Ensure responses are completed professionally and escalate operational concerns to the relevant departments and management.
Monitor guest feedback and recommend marketing or operational communication changes where necessary.
Guest Interaction and Service Support:
Engage with guests professionally, assist with guest requests where possible, encourage awareness of hotel activities and assist in resolving or escalating complaints.
Support other departments when required and uphold the hotel’s service standards.
Competitor Awareness and Market Analysis:
Monitor competitor activity, market trends, pricing, specials, packages, advertising and guest expectations.
Provide recommendations to management regarding opportunities, risks and areas for improvement.
Marketing Calendar and Planner:
Create and manage the marketing calendar and yearly marketing planner, including specials, campaigns, adverts, trade shows, school holidays, public holidays, content themes, email campaigns, WhatsApp communication, seasonal promotions and yearly events.
Entertainment Programmes and Event Design:
Approve entertainment programme designs and ensure programmes are accurate before printing. Coordinate or approve yearly event menu designs and marketing material for events such as Heritage Day, Christmas, New Year and other hotel events.
Interactive Computer, QR Codes, App and Digital Guest Information:
Update and manage guest-facing digital content, including the Interactive Computer, QR code documents, app/web app content and related digital guest information where applicable.
Statistics, Reporting and Forecasting:
Prepare, review and distribute marketing reports, campaign reports, enquiry reports, lead feedback, guest review summaries, competitor updates, monthly statistics, specials reports, forecast reports, reservations statistics and other reports required by management.
External Marketing Company Management:
Work closely with the External Marketing Company on content planning, advertising budgets, artwork, website changes, social media campaigns, newsletters, campaign development, reporting and monthly marketing meetings.
Review reporting, request amendments where needed and ensure final reports are distributed to management.
Newsletters and Mailers:
Develop and coordinate external newsletters, internal newsletters, campaign mailers and promotional communication. Ensure content, imagery and approvals are completed before distribution.
Database and Lead Management:
Manage or oversee internal database updates, amendments and additions where required. Ensure Facebook leads and other campaign enquiries are downloaded, recorded or followed up where necessary.
Marketing Meetings and Departmental Coordination:
Arrange, attend and facilitate relevant marketing meetings, including departmental meetings, External Marketing Company meetings and representative meetings.
Ensure minutes, action points and follow-ups are completed where required.
Marketing Spend and Invoice Tracking:
Monitor marketing spend against approved budgets and invoice trackers.
Check and sign off relevant marketing invoices, booking forms, advertising agreements and trade exchanges where required.
Staff Rosters and Departmental Administration:
Prepare or submit staff duty rosters where required and ensure departmental administration is completed according to hotel procedures.
Requirements:
Degree in a marketing-related field.
Minimum 3-5 years’ experience in a marketing, sales, hospitality, tourism or related role, which must include management experience.
Previous hospitality marketing experience would be advantageous.
Excellent Microsoft Office proficiency.
Excellent verbal and written communication skills.
Self-starter, self-motivated, enthusiastic, forward planner and excellent organiser.
Digital marketing, social media and content management experience.
Experience using Meta Business Suite / Meta Ads Manager.
Experience using Canva Pro for design and content creation.
Experience using AI tools to support marketing, content development, reporting and research.
Experience using Linktree or similar link-management platforms.
Experience working with external agencies, suppliers, media partners and contractors.
Hospitality marketing experience would be highly beneficial.
Experience with Opera Property Management System would be advantageous.
Strong attention to detail and ability to manage multiple projects at once.
Good interpersonal skills, networking ability and professional presentation skills.
Ability to interpret marketing statistics, enquiries, campaign results, reporting and competitor activity.
Ability to manage marketing spend, invoice tracking, advertising agreements and trade exchanges.
Ability to develop professional written content, adverts, newsletters, presentations and guest-facing communication.
Craven Cottage CC
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