Purpose
To communicate offers and updates to guests lawfully and effectively.
Scope
Covers email, SMS and WhatsApp marketing.
Responsibility
Marketing Executive prepares; Marketing Manager approves; Front Office supplies consented contacts.
Detailed procedure
- Collect contact permission from guests and record the consent.
- Define the audience, message and goal for each campaign.
- Write a clear message with accurate rates and terms.
- Obtain approval and send to the approved list only.
- Include an easy way to opt out and honour it promptly.
- Measure the replies and bookings and report the results.
Standards and guidelines
- Contacts without consent are never used.
- Offers always show the terms and dates.
- Opt-outs are applied within 24 hours.
Required records and documentation
- Consent list
- Campaign plan
- Campaign report
Related images
Document control
| Reference | MK-SOP-004 | Version | 1.0 |
|---|---|---|---|
| Department | Marketing | Review cycle | Annually |
| Effective date | Next review | ||
| Prepared by | Approved by |
Related SOPs
Marketing · MK-SOP-005
Brand Standards & Collateral
Keep the logo, colours, tone and printed material consistent.
Read SOP guide
Marketing · MK-SOP-006
Photography & Content Production
Plan and use original photography and video of the property.
Read SOP guide
Marketing · MK-SOP-007
Promotions & Package Offers
Design and launch offers that are profitable and clearly stated.
Read SOP guideThis SOP is a template for operational planning and training. Adapt it to your property, local law and approved emergency plans.