Justin Exner

Marketing and Digital Oversight

Lead and integrate all aspects of digital and marketing strategies to ensure a a cohesive approach in the promotion of the various hotel products, services and brand as well as driving traffic and acquiring leads and customers,including print media.

Established omnichannel objectives throughout branding and digital platforms using systems, online, mobile, software: WordPress, Revinate, META, Google Analytics Hootsuite etc and marketing tools. Directed social media and digital marketing strategies and initiatives to promote brand building, guest retention and revenue-focused activities. Allocated budgeted funds strategically across various channels for optimal ROI. Prepared regular reports on marketing campaign's performance and insights for operational and board meetings.

Identified and established partnerships with other brands, companies and suppliers to enhance the marketing efforts.

Company websites, software and 3rd party sites

Optimised channel performance for visibility and revenue generation.

Manage and maintain company websites to ensure functionality, usability and improved sales through the booking.

Content management, 3rd party sites - ensure timeous product information and imagery updates.

Advertising and Campaign Management

Manage Google Paid Ads and Meta advertising campaigns. Implemented and monitor Google Performance Max Travel Goals for targeted outcomes. Monitored and reported on key metrics such as Click-Through Rate (CTR), Return on Ad spend (ROAS) and direct website statistics. Analyzed promotion returns and adjusted spend and campaign dynamics accordingly.

Website Optimization

Developed and implemented digital marketing strategies to drive website traffic and improve customer engagement.

Continuous updates to imagery, layout and copy to enhance user experience. Applied best practices in PPC, AdWords, SEO, content management and user design to boost online presence. Improved direct bookings through own website's booking engines by +100%.

Social Media Management

Direct the management of social media platforms, ensuring active and engaging presence for evergreen content, collaborations and tactical campaigns. Created and directed content creation that included imagery, design and videography and maintained the brand's voice, style and messaging. Track social media performance, trends, competitors and adapted strategies accordingly. Improved social engagement by over +300% and direct sales through online marketing initiatives.

PR, Advertising, Media and Events

Collaborated with PR agency, public figures, companies and press to boost and enhance the hotel brands, various hotel events, partnerships and manage brand reputation.

Branding and CI

Maintained the corporate identity, outlining the key visual elements of the brand and establishing guidelines for their application (signage, menus, collateral, guest amenities, room and public area material, posters and banners, sales materials, presentations, stand displays, events, contracts, 3rd party software, company websites).

Played a pivotal role in maintaining the hotel's brand positioning, personas, and differentiation strategies to enhance customer engagement, emotional connections, and brand perceptions across the various touchpoints. Implemented enhanced material production and design processes, leading to optimised turnaround times for diverse stakeholders.

Customer Relationship Management

Oversaw the CRM systems to enhance customer engagement and retention and assist operations to manager customer feedback and sentiment analysis to improve service quality, guest feedback and social reputation management.

Sales Opportunities

Managed high-value sales opportunities for Vineyard, Townhouse, and Oude Werf hotels.

Coordinated with internal teams for competitive client proposals.

Engaged with both international and local clients across various sectors.

Conducted site inspections and hosted FAM trips.

Collaborated with Global Account Managers for lead generation and conversion reporting.

Nowahala Tours

Handled month-end reporting and managed reservations across four branches.

Coordinated client departures and arrivals, establishing SLAs with destination suppliers.

Developed international client packages, maintaining website and booking management systems.

Conducted staff training in customer service and handled client queries and complaints.

Project Management

Conducted research and development for new products.

Managed budgeting and expense reporting.

Sourced materials and contractors, overseeing their appointment, management, and supervision.

Ensured quality control throughout projects.

Coordinated with architects, engineers, and town planners for rezoning applications, council submissions, and heritage preservation.

Successfully completed and handed over projects.

Facilities Management

Oversaw management of group facilities.

Developed and implemented training for standard facilities management procedures.

Ensured compliance with standard products, procedures, and suppliers.

Addressed and resolved chronic maintenance issues.

Managed material sourcing, budget forecasting, and tracking.

Liaised with managing agents and shareholders on maintenance and service contract issues.

Coordinated with outsourced companies for contracted work, facilitating roleplayer meetings.

Tourism Management and Sales

Conducted staff training and developed tourism products.

Managed rental bookings and reservation systems.

• Applied yield management strategies for optimal revenue.
• Drove direct sales and upselling to clients.
• Coordinated sales programs and special promotions.
• Reported on reservation sales performance and provided unit reports to shareholders.

Project Management

Led group project management, including research and product development.

Handled budgeting and expense reports.

Sourced and supervised contractors and materials.

Ensured adherence to quality standards.

Liaised with relevant professionals for rezoning, council submissions, and heritage issues.

Successfully handed over completed projects.

Facilities Management

Managed group facilities, ensuring efficient operation.

Developed training for standard facilities management procedures.

Ensured compliance with established products, procedures, and suppliers.

Addressed chronic maintenance issues effectively.

Managed budget forecasting and material sourcing.

Liaised with managing agents, bodies corporate, and trustees on maintenance and service contracts.

Facilitated meetings and coordination with outsourced companies for contracted work.