Ever wondered what it’s like to be a luxury hotel marketer? In this episode of the DMI Podcast, host ⁠⁠Will Francis⁠⁠ speaks with Mary Beth O’Connor, an experienced hospitality marketing professional whose career has taken her from international sales to Director of Sales & Marketing at the legendary Pierre Hotel in New York City.

Mary Beth shares insider perspectives on how hotels and resorts can maintain their identity and customer loyalty in an age dominated by online travel agents, why “people are the product,” and what all businesses can learn from the hospitality mindset.

She also explores the rise of wellness travel, the power of partnerships, and how authenticity, curiosity, and personalization drive success in hospitality marketing.
Mary Beth’s Top 3 Tips

1. Stay curious and keep learning: The marketing industry changes constantly — adapt with it.
   

2. Keep it personal: Hospitality is built on relationships and genuine connection.
   

3. Build partnerships: Creative collaborations can amplify reach without huge budgets.
   

The Ahead of the Game podcast is brought to you by the Digital Marketing Institute and is available on ⁠⁠⁠⁠YouTube, Apple Podcasts⁠⁠⁠⁠, ⁠⁠⁠⁠Spotify⁠⁠⁠⁠, and ⁠⁠⁠⁠all other podcast platforms.

And if you enjoyed this episode please leave a review so others can find us. If you have other feedback for or would like to be a guest on the show, email the podcast team!

Timestamps

• 3:23 – How online travel agents changed hotel marketing

• 6:04 – Selling experience, not just rooms: the people-first approach

• 8:09 – Retention, culture, and leadership in hotels

• 10:27 – Human stories that build brand loyalty

• 12:03 – Bringing hotel staff personalities into marketing

• 13:41 – What makes hospitality marketing unique

• 14:59 – Digital marketing, events, and local partnerships

• 18:43 – How travel audiences changed after the pandemic

• 21:13 – Global markets and U.S. traveler demand

• 23:32 – Marketing multiple offerings (rooms, restaurants, spa)

• 26:19 – Branding luxury properties and using heritage wisely

• 29:24 – Benchmarking top hotel brands

• 31:21 – Marketing inside the property and guest personalization

• 33:00 – Balancing technology and human touch in luxury

• 34:07 – Why arrival experience defines customer loyalty

• 36:44 – Lessons all businesses can learn from hospitality

• 38:11 – Emerging trends: wellness, sustainability, and women’s travel

• 40:28 – Using digital and webinars for B2B marketing

• 43:26 – Influencer marketing in hospitality: challenges and best fits

• 47:24 – Advice for aspiring hospitality marketers