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
Stay curious and keep learning: The marketing industry changes constantly — adapt with it.
Keep it personal: Hospitality is built on relationships and genuine connection.
Build partnerships: Creative collaborations can amplify reach without huge budgets.
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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
