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.