My experience at Marriott was incredibly enjoyable. It marked my initial foray into the hotel industry, which quickly evolved into a demanding position due to significant shifts within the marketing team. This included personnel changes that left me as the sole member in that area for a few months. Among the various projects, the following ones stand out as a testament to my passion and dedication, and I take great pride in them.
Emailing
One of my top priorities was optimising and leveraging a 50,000 database of local VIP clients who enjoyed exclusive access to the hotel's renowned restaurants and spa. To achieve this, I devised a strategic plan focused around enhancing the customer experience and driving engagement.
In addition to email marketing, I implemented an innovative onboarding journey for new leads, designed to provide a personalised and seamless experience. This involved creating a series of automated emails tailored to each lead's specific interests and behaviours. I went the extra mile by offering personalised recommendations, exclusive content, and dedicated customer support throughout the onboarding process.
I witnessed a significant surge in lead engagement, notable improvements in conversion rates, and heightened levels of customer satisfaction. The success of my inventive onboarding strategy played a pivotal role in not only attracting and retaining leads but also fostering long-term loyalty among our valued clientele.
Events
I had the opportunity to develop concepts and coordinate events. In particular, "Momijigari" was one of the most successful events in 2021, and I take great pride in the creative concept and public relations strategy I developed for Mikado, the Japanese restaurant at Marriott.
Mikado aimed to enhance its positioning and attract more clients during the low season. To achieve this, I suggested launching an event themed around "Momijigari" or "autumn-leaves hunting," a renowned tradition in Japan known for its creativity and aesthetic beauty in welcoming the autumn season.
The event garnered significant media attention and resulted in reservations through OpenTable and concierge services surpassing daily targets by over 20% as per our KPIs.
Positive reviews were essential during this campaign, and my successful communication with the serving team led to friendly reviews highlighting their exceptional service. The waiters' motivation was sustained through an incentive program I implemented, aimed at boosting our rankings on platforms like TripAdvisor and OpenTable.
Marriott Bonvoy Program F&B
"Dine. Earn. Redeem. In a New Way.”was a new proposal, which sought to incorporate into the existing Marriott Bonvoy Program the ability to earn and redeem points as a member. This would apply every time guests consume at participating Marriott restaurants and bars in Mexico, even when they aren't staying at the hotels.
My efforts focused on implementing, monitoring, and launching the program across the six participating dining outlets in Marriott Puerto Vallarta. I closely collaborated with my design team to update branding materials for the restaurants. Additionally, I successfully developed email, social media, and editorial content for campaigns that surpassed expectations, generating a 40% increase in leads.
Lastly, I developed a communication manual targeting the operational team to increase enrolments in the Marriott Bonvoy program.
We were featured in the Marriott network as the Latin American resort with the highest number of program subscribers, overpassing the KPIs, in just 5 months. Additionally, we experienced exponential growth in our local customer database.
Gallery
I possess a strong aptitude for leading design teams and translating both, my own and clients' visual ideas, into compelling multimedia content. The following are some of the notable achievements accomplished by my design team under my guidance as a creator.