BALTIMORE
Baltimore is a rare destination that combines big city buzz with small town charm. The glistening Inner Harbor offers many choices from waterfront adventures, world-class attractions and culinary discoveries to history, shopping, and nightlife …and Harbor Magic is your connection to it all.
From exclusive benefits at the attractions to the best seats in town, Harbor Magic delivers a memorable Baltimore experience.
Harbor Magic is Your Connection to the Best of Baltimore
HARBOR MAGIC HOTELS
Harbor Magic consists of three unique hotels conveniently located in Baltimore’s famous Inner Harbor. The Pier 5 Hotel is Baltimore’s premier waterfront boutique hotel delivering harbor views, unrivaled dining options and an exclusive guest experience directly adjacent to the National Aquarium. The Brookshire Suites offers the best value in Baltimore with suite-accommodations, a fantastic breakfast, evening reception with complimentary open bar, 24-hour access to The Cloud Club and the Inner Harbor right outside the hotel’s front door. The historic Admiral Fell Inn invites you to celebrate the past and present of charming Fell’s Point while perfectly blending an authentic, residential-style destination experience with all of the conveniences expected by today’s traveler.
Each Harbor Magic Hotel is delightfully different, but all three are centered on connecting YOU to the Best of Baltimore.
HARBOR MAGIC SPECIALIST
The Harbor Magic Specialist position is part customer service, part marketing and part sales.
PRE-ARRIVAL CALLS
The largest duty for the Harbor Magic Specialist is what we call the pre-arrival call. Throughout the reservation process, guests have the opportunity to schedule a time to talk to guests prior to their arrival to Baltimore. These are guests who already have an upcoming reservation but need help planning their trip to Baltimore.
The role of the Harbor Magic Specialist on these calls is any combination of the following:
– Provide information on their upcoming stay and help build anticipation
– Inform the guests of activities and events going on in the hotel during their stay
– Upsell their experience – perhaps onto a higher-priced room type or an experience package
– Upsell a la carte experiences – wine celler dinners, Oriole park tours, rose pedal turn downs etc
– Connect the guest to the Best of Baltimore. At Harbor Magic, we have connections throughout the city. So if a guest says they are looking to experience steamed crabs, the Harbor Magic Specialist’s job is to coordinate the guest ‘s experience at our steamed crab connection.
The key to the call is not to sell what we want to sell, but rather, to connect with the guest, learn what they like and want and then sell them something that will help them achieve that.
NEW CUSTOMER OUTBOUND CALLS
The Harbor Magic Specialist is also responsible for finding new customers and following up on “leads” People request Destination Guides on harbormagic.com. People sign up for the Harbor Magic Club. People leave comments on Facebook about wanting to come to Baltimore. These are all leads – people who have expressed an interest in a trip. The Harbor Magic Specialist’s role is to follow up with these people and help them make a reservation.
SOCIAL MEDIA
Harbor Magic has a presence on facebook, twitter, youtube and flickr, as well as its own blog www.travelguidebaltimore.com. Content for these channels will be produced in conjunction with the marketing team, but the Harbor Magic Specialist will be responsible for:
– The actual posting and sharing of the content on the various channels
– The monitoring of each Harbor Magic channel for user comments, opportunities… and replying t o those comments
– The monitoring of targeted key words throughout all social media channels, blogs etc and identifying opportunities and generating leads
For more information, contact:
Larry Noto
Director of Marketing
Harbor Magic Hotels
www.HarborMagic.com
Office: 443-872-5764
lnoto@harbormagic.com