Marketing Manager – The Madrid EDITION

Responsible for the Marketing Communications strategy planning and execution for The Barcelona EDITION including all Food & beverage outlets. Working with the Marketing Executive on establish long-range objectives and specify the strategies and actions to achieve them. 

Manage active and engaged communities around a defined topic or topics by managing long-lead editorial calendars, monitoring online conversations. Participate in online conversations to build brand visibility, customer satisfaction and marketing/ecommerce and digital support. Establish a positive online presence for The Barcelona EDITION including all aspects of the business (Rooms, Restaurants & Bars and Events) by integrating outlet-specific and brand messaging in a compelling and valuable way for participants. Provide measurement of the impact of online presence to the hotel’s overall business.

Proactively foster the relationship with internal and external stakeholders, including the EDITION Brand Office, Ritz-Carlton E-commerce and Filed Marketing Team, All Response Media and Purple PR.

Safety and Security / Seguridad y Protección

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

Policies and Procedures / Políticas y procedimientos

• Protect the privacy and security of guests and coworkers.

1. Proteger la privacidad y seguridad de los huéspedes y compañeros de trabajo.

• Follow company and department policies and procedures.

1. Seguir las políticas y procedimientos de la compañía y el departamento.

• Ensure uniform and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

1. Asegurar que el uniforme y el aspecto personal sea limpio, higiénico, profesional y cumpla con las políticas y procedimientos de la compañía.

• Maintain confidentiality of proprietary materials and information.

1. Mantener la confidencialidad de los materiales e información que sean propiedad del hotel.

• Perform other reasonable job duties as requested by Supervisors.

1. Realizar otras tareas laborales razonables según lo soliciten los Supervisores

Primary Functions:

• To serve as a The Madrid EDITION Brand Ambassador and maintain integrity of brand standards and goals.
• Strong leader who can develop and implement ongoing strategic initiatives that will positively impact hotel revenues and profits.
• Hands on management of the Marketing team
• Works in relationship with the Restaurant GM, Director of Bars, Director of Culture, Director of Sales & Marketing and the Brand office
• Works in partnership with PR team on hotel objectives and initiatives
• Responsible for brand marketing of special event production, cultural activities, sponsorships and promotions for The Madrid EDITION.
• Demonstrates a passion for creating new trends and events to differentiate The Madrid EDITION from other brands.

Specific Accountabilities:

• Responsible for creating integrated property communications plan across digital, social media, email, partnerships, direct mail, events, etc.
• Supports the Director of Culture with innovative social and cultural events for The Madrid EDITION to expand client base, awareness, and interest in the brand.
• Develops connections and has the ability to build relationships that can provide exclusive events, activities, and products for our hotel guests, fitting the demographic of The Madrid EDITION.
• Reviews, reports and provides analysis on all campaign tracking for all market segments, point of sale and channel distribution to use that knowledge in future planning.
• Participate in key industry events that bring national exposure.
• Develops annual strategic marketing plan to include; market initiatives by segment, activations, forecasting of yearly marketing events
• Responsible for brand partnerships, promotions and digital marketing guiding the development of a consistent brand communication plan.
• Work with brand appointed field-support (in marketing, e-commerce and digital) to develop market initiatives, promotions, packages, and ad campaigns to ensure successful consumer response and positively affect market yield and revenue par.
• Understands The Madrid EDITION’s brand strategy and supports a social media program and appropriate voice that aligns with the brand platform and target market.
• Collaborates with the Sales, Events, and Revenue teams to support hotel initiatives and promotions
• Oversees the Marketing Executive to adhere to social media trends and changes to increase social engagement.
• Implements guest experience programs and branded concepts to deliver against integrated brand approach. Analyze competitive activities and create appropriate action and brand plans.
• Works with the Director of Sales & Marketing and the Public Relations teams in the development of communication objectives, core messaging, creative concepts and metrics for brand communication plan with focus and overseeing social and influencer media strategy.
• Utilizes Marketing connections for outsourcing to support brand development plans and product/promo/partnership programming
• Responsible for working with the Director of Revenue to ensure all websites, OTAs, all online channels are updated at all times
• Evaluates new market opportunities for property
• Plans and supervises all photo shoots responsible for making sure they adhere to brand standards and are brand approved before disseminating
• Uses all reporting resources needed to create and evaluate successful campaigns for the hotel, including source marketing reports, past guest history, MRDW reporting, hotelligence, etc

Education or Certification

2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major preferred

Sales & Revenue Management

• Builds the department top line revenue by adhering to sales strategy guidelines set forth by the Director of Sales & Marketing. Identifies revenue opportunities for the hotel based on the event profile.
• Meets and exceeds individual revenue goals. Effectively manages customer budgets to maximize revenue and meet customer needs, and identify opportunities to up-sell products and services throughout the sales process.
• Exceeds company minimum standards with the sales process and acts as a mentor for others within this area.
• Understands the overall market in which they sell – competitors’ strengths and weaknesses, economic trends, supply and demand, etc.
• Builds and strengthens relationships with existing and new guests to include sales calls, entertainment, FAM trips, bridal shows, etc. Conducts customer site inspections
• Targets key accounts, markets, or segments with heavy emphasis on proactive solicitation and account saturation. Proactively identifies, qualifies, and solicits new business to achieve personal and hotel revenue goals. Focuses on markets with larger potential sales revenue.
• Closes the best opportunities for the hotel based on market conditions and hotel needs.
• Comprehends budgets as needed to assist in the financial management of department. Understands the impact of department’s role in the overall hotel financial goals and objectives and manages to achieve or exceed budgeted goals.
• Design and work within market
• Administer staff reviews on a timely basis

Guest Satisfaction

• Ensures a high level of customer satisfaction and builds long terms mutually beneficial customer relationships to support future revenue growth.
• Coordinates and communicates verbally and in writing with customer (internal and external) regarding event details. Follows up with customer post-event.
• Makes presence known to customer at all times during this process. Greets customer during the event phase and hands-off to the catering & conference services department for the execution of details. Is available to solve problems and/or suggest alternatives to previous arrangements.
• Displays leadership in guest hospitality and ensures consistent, high level service throughout all phases of hotel events. Ensures products and services sold to the Event Planners meet or exceed their expectations, create loyalty and leads to increased market share.
• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints.
• Empowers his/her team to provide excellent customer service. Ensures they understand expectations and parameters.
• Reviews comment cards and guest satisfaction results with leaders. Participates in the development and implementation of corrective action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Utilizes Opera to capture and manage customer information on a daily basis and ensures 100% compliance from the team. Manage day-to-day activities of select social media channels.
• Research and image sourcing of Social Media creative content.
• Provide day-to-day support on select social media channels.
• Help distribute content across social platforms, content calendar, content library, adding new content of events etc.
• Optimize tags across multiple distribution outlets. Linking content to ongoing local, national and global events; both within the bars industry but also all lifestyle related occurrences
• Monitor community feedback in real-time and assist with fan engagement.
• Manage active and engaged communities around a defined topic or topics by managing long-lead editorial calendars, monitoring online conversations.
• Participate in online conversations to build brand visibility, customer satisfaction and marketing/ecommerce support.
• Assist with content seeding efforts.
• Establish a positive online presence for the hotel(s) by integrating property-specific and brand messaging in a compelling and valuable way for participants.
• Provide day-to-day analysis of data from listening and CMS tools.
• Create and manage reporting, profile moderation, outreach activities, etc.
• Develop relationships with clients and working closely with them to learn their business and communication needs.
• Interact with corporate e-commerce, strategic alliances and other corporate departments to verify leadership of the hotels in any e-marketing opportunities.
• Research social media opportunities for all market segments: business transient, leisure, group catering, food, and beverage.
• Assist with development and pull-through of social media brand strategy and overarching reports.
• Keep apprised of all relevant client, industry and market developments.
• Uncover solicitation opportunities for managers in each market.
• Serve as a resource for the sales and operations team regarding Internet distribution issues, questions, or new programs.
• Observe, receive, and otherwise obtain information from all relevant sources.
• Establish long-range objectives and specify the strategies and actions to achieve them.
• Analyze information and evaluate results to choose the best solution and solve problems.
• Develop, design, or create new applications, ideas, relationships, systems, or products, including artistic contributions.
• Verify marketing communications support regional, market, and hotel business objectives and goals.
• Support execution and fulfillment of projects as outlined on marketing communications plans.
• Verify adherence to Corporate Advertising and Marketing Communications standards, brand standards, and format guidelines.
• Develop strong working relationships with outside vendors to verify quality, cost effective creative executions.
• Verify marketing information provided to the properties is accurate, complete, timely, and enables hotels to meet or exceed guest expectations.
• Responsible for updating Website content for all owned and partner platforms ( online & print)

General Communication 

• Establish overall communications strategy for email initiatives to include METT, proprietary email platform, and emails supporting both room night and F&B goals by working with Director of Sales & Marketing, Director Culture & Entertainment, Director of Bars and Restaurant GM..
• Manage all digital Hotel activity with EDITION Brand Office and Digital & Marketing Field Team
• Manage PR Activities through Purple PR or any local a and attends bi-weekly PR Meeting
• Coordinates PR/ Social Activation in partnership with the Director of Culture
• Commercial Activation in partnership with the Director of Bars
• Work with Sales Team on promoting any potential event spaces effectively on all online/ offline channels.
• Working with the Marketing Executive on managing all social media channels for all bar outlets, this includes; content calendar, content library, adding new content of events e6tc. and in partnership with the EDITION Brand Office for the hotel owned social media channels
• Responsible for coordinating the deployment of all email communications: gathering the content, helping to formulate the creative and segment the lists.
• Work with the Director of Bars to create a credible series of industry nights; product launches, seminars, guest bar shifts, bar takeovers and menu launches
• Work with the Director of Culture & Entertainment to create a series of lifestyle events throughout the bar outlets
• Work with the Director of Bars and Bar Manager on brand activations, both internally and externally
• Manage the relationship with industry press for any and all events
• Liaise with EDITION Brand Office on all required graphic design to ensure all marketing material is on brand and signed off
• Ensure all brand websites (EDITION, RC, Marriott and outlet microsites) content and online presence is up to date as well as digitally optimized.
• Attend all bar related events and book in photographers, if required
• Manage the marketing budget for the hotel alongside of the DOSM, DOC&E and DOB
• Creates Menus, Invitation, marketing material, adverts etc with the help of the Marketing Executive.

Computer Skills

• Use computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
• Use computer systems and software packages to input, access, modify, store, or output information
• Enter and retrieve data from computer systems using a keyboard, mouse or trackball.
• Understands different data source and uses reporting tools creates meaningful analysis

Guest Relations

• Address guests’ service needs in a professional, positive, and timely manner.
• Thank guests with genuine appreciation and provide a fond farewell.
• Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible.
• Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events).
• Communication
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Inform and/or update the executives, the peers and the subordinates on relevant information in a timely manner.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the callers’ name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Working with Others
• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Work with other people to gather the information necessary to manage projects, achieve goals, and resolve problems.
• Quality Assurance/Quality Improvement
• Comply with quality assurance expectations and standards.
• Physical Tasks
• Enter and locate work-related information using computers and/or point of sale systems.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. EDITION delivers the best of both worlds in a delicate balancing act – polish with personality, perfectionism with individualism, and comfort with charisma and charm. The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence, but who want it without limitations – breaking the bounds of convention and demanding an attitude and a feeling wrapped in a package that showcases the exceptional.

But to create this magical experience, we need you. We are looking for outgoing, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work. A place where service comes from the heart, not from a handbook. A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.

We invite you to join us today. In joining EDITION, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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