A marketing backbone for a hospitality group

The situation

Gravity Hospitality runs several properties. I worked as an embedded consultant alongside the leadership team, in parallel with my agency role.

The challenge

Each property ran its own marketing, with no shared analytics or CRM discipline. Leadership couldn’t see booking performance across the portfolio, and there were gaps between the strategy and what happened day to day.

The objective

Give the group one marketing system, consistent execution at every property, and a clear view of performance for leadership.

My approach

1. Embedded with the leadership team to understand how the business really ran.

2. Mapped the gaps between strategy, daily operations, financial visibility and accountability.

3. Brought every property’s marketing onto a single analytics and CRM system.

4. Wrote property-level playbooks so execution was consistent.

5. Trained property teams to run the system themselves.

6. Set up reporting and accountability, with clear recommendations and timelines.

What I built

• One analytics and CRM setup for every property

• Property-level marketing playbooks

• Live booking visibility for leadership

• Reporting and accountability structures

• Revenue and performance analysis

• Advice on vendor and stakeholder management

The results

Over 12+ months, the group moved to live booking visibility across every property, with a marketing backbone built to hold up through staff turnover.

What made it work

• Working inside the business, not from the outside

• Training property teams so the system didn’t depend on me

• Starting with visibility, so every later decision had data behind it