Sonesta Hotels

Manager

• Champion the voice of the guest by leading and enhancing our Voice of the Customer (VoC) program through Qualtrics, ensuring guest feedback is heard, understood, and acted upon.
• Translate guest feedback into meaningful insights that uncover consumer behaviors, preferences, and emerging experience trends across the customer journey.
• Develop compelling narratives and presentations that help stakeholders understand guest sentiment, brand perception, loyalty drivers, and opportunities to elevate the experience.
• Partner closely with hotel operations, marketing, brand, and leadership teams to turn consumer insights into strategic actions and experience improvements.
• Identify patterns and themes within guest feedback to inform business decisions, strengthen guest relationships, and support long-term brand growth.
• Serve as the primary liaison with Qualtrics to continuously enhance the VoC program and improve how guest insights are captured and shared across the organization.
• Advocate for a customer centric culture by helping teams better understand guest needs, expectations, and moments that matter most.
• Stay informed on consumer and hospitality trends, bringing forward new ideas and best practices that strengthen the guest experience and reinforce brand loyalty.

Consumer Insights Manager

Marketing

• Produce, update, and optimize website content including landing pages, property pages, blog posts, and promotional content.
• Assist in the planning, development, and deployment of email marketing campaigns.
• Work with internal teams or agency partners to manage creative assets and campaign timelines.
• Collaborate with local hotel teams to support field marketing initiatives and property-level campaigns.
• Compile marketing performance reports across website, email, and paid media channels.

Marketing Specialist – Multi-Channel Marketing

Sales

• Manage and grow assigned portions of global accounts, maintaining strong, client-facing relationships
• Serve as a primary contact for day-to-day client needs, ensuring responsiveness and high service levels
• Proactively pursue new business opportunities within assigned accounts and targeted segments
• Conduct regular outreach to clients to drive engagement, identify opportunities, and close business
• Monitor lead activity daily, ensuring timely follow-up on all new, pending, and stalled opportunities
• Partner with Global Account Managers/Directors and property Sales Managers to develop proposals and respond to RFPs
• Track and report on individual and account-level performance, including end-of-month production and reconciliation
• Maintain accurate pipeline management, forecasting support, and data integrity across all systems

Global Sales Specialist

Operations

• Consults and supports assigned hotels focusing on revenue performance, guest satisfaction, and brand program execution
• Conducts on-property business performance consultative visits with hotel owners/operators in assigned region
• Analyzes, develops, and delivers Business Performance 360 reviews and business improvement recommendations
• Conducts periodic training on-property and at Brand Conferences
• Monitors and follows-up with hotels regarding completion of action items
• Partners with hotels to develop and deliver booked and qualified sales leads
• Engages in resolution of escalated owner/operator feedback regarding brand performance

Consumer Insights Manager

Marketing Specialist – Multi-Channel Marketing

Global Sales Specialist

Regional Director, Operations & Revenue Development – Southeast