Service Manager - Toronto, Canada - Shangri-La Hotels

Shangri-La Hotels

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Shangri-La Toronto

The Marketing and Communications Specialist, under the general guidance and supervision of the Director of Marketing & Communications, Vancouver and Toronto is responsible for promoting and maintaining good communication in accordance with the hotel's market positioning as well as corporate brand identity and distribution guidelines, in order to enhance the prestigious image of the hotel and by doing so, contributes to the revenues of the hotel.

Inspire a high level of creativity, personal commitment to service excellence and an emotional sense of gracious hospitality, ensuring delivery of 5 diamond/5 star experiences to guests while optimizing all revenue opportunities.

Implements marketing and digital marketing strategies in line with the hotel's overall goals.

Assist the Director of Marketing & Communications, Vancouver and Toronto in planning, executing and monitoring all online advertising campaigns for optimal results.

Design and create design assets, including but not limited to menus, flyers, elevator signage, presentations, and other needed collateral.

Monitor the hotel's online presence in major search engines and work closely with the Corporate Digital Marketing team as well as the group's appointed search marketing agency to ensure optimal results through search.

Monitor the hotel's website traffic analytics to identify trends and opportunities to grow online business.
Keep abreast of current and future competitors' digital marketing activities.

Ensure that the hotel presence in all approved online distribution websites are up to date and in line with the hotel branding.

In collaboration with the Director of Marketing & Communications, Vancouver and Toronto, develops strategic partnerships to gain high level exposure in key feeder markets of the hotel.

In coordination with the hotel's Communications team, ensure that the hotel's key communication messages are optimally distributed on the internet for maximum exposure.

Manage the social media agency, review social media engagement/content in the approved social media platforms in accordance to corporate policies and guidelines.

Manage the hotel's electronic direct marketing efforts to ensure that all electronic marketing messages are on brand and in line with corporate guidelines.

Monitor and manage the hotel's online brand sentiment using the reputation monitoring tool to identify operational challenges that affect ratings and report them to senior management for action.

Participate in the regular revenue strategy meetings, Food and Beverage marketing meetings and Rooms marketing meetings, and implement actions relevant to the strategies set.

Provide continuous training for relevant managers in the hotel thereby creating a better understanding of communications, digital and direct marketing and to create a learning environment/culture.

Maintain active communication and build teamwork amongst the key players instrumental in the achievement of the overall marketing and communications objectives of the hotel.

Build positive working relationship with all departments of the hotel, ensuring the understanding of the concept of marketing, digital marketing and communications

Maintain positive communication and build a close rapport with the Corporate Digital Marketing Team, Corporate Partners and Loyalty Team and external online partners.

Maintain the highest standards of professionalism, ethics, and attitude towards all hotel guests, clients, staff and colleagues.
Develops an annual Marketing & Communication Plan in collaboration with the Director of Marketing & Communications, Vancouver and Toronto.
Coordinates and supervises the production and quality of all posters, displays and temporary signage in hotel areas.
Collection of press clipping, social monitoring and maintains files.
Assist in the development, coordination and execution of all communications activities

Key areas include:

Draft press releases and guest letters, handle media inquiries, maintain an up-to-date media database, update and maintain the hotel's website, compile PR reports, copywrite and create hotel collaterals, assist with media filming and photoshoots, liaise with agency on advertising campaigns' creative and media plans, and assist with social media content.

Ensure all forms of communication conform with the specific guidelines of the Shangri-La group
Support the Director of Marketing & Communications with reporting: analytics and PowerPoint presentation, competitive analysis
Help update marketing collateral and tools such as the website, menus, QR codes, touchscreens.
Ensure all communications reflects the brand identity and manifesto.
Compile and maintain a comprehensive list of international and local media and maintain and develop close rapport/relationships with them.
Attend training programs as set by the hotel and other departments.
Be aware of the hotel hygiene, food and fire safety control and security standards and proc