Context
The hotel was operating in a crowded market and needed a stronger reason for customers to choose it.
One opportunity was to create a tourism experience designed around Chinese group travellers.
My Role
My role wasn't just to sell the hotel.
I helped make the tourism flow work as one connected experience, from arrival through checkout.
That meant thinking about what guests would experience at each stage and coordinating the different groups involved in making it happen.
Cross-Functional Work
The experience brought together:
Marketing Sales Kitchen External tour partners Suppliers and other operational parties
There were also practical considerations around sourcing and delivering parts of the experience, including the durian tourism component.
Outcome
The tourism product became a primary revenue stream for the resort.
The hotel began receiving regular Chinese tourist bus groups, with additional seasonal and farm-linked opportunities created around the experience.
Learning
I didn't have a Product title at the time, but the underlying thinking was already there.
Understand the whole journey.
Find where it breaks.
Bring the right people together.
Make the experience work from end to end.