Social Media Care Coordinator
- Employer
- Holiday Inn Club Vacations
- Location
- Kissimmee, Florida
- Salary
- N/A
- Posted
- Oct 02, 2014
- Closes
- Dec 01, 2014
- Ref
- OL-9-29-14-10305
- Industry
- Hospitality
- Category
- Analytics, Communications, Marketing
Social Media Care Coordinator
Description
POSITION SUMMARY:
The Social Media Coordinator will serve as the primary contact between the Resort Operations Division and all Social Media channels. In this position, the coordinator is responsible for all requests and communications as well as providing follow up to questions and concerns raised through Social Media channels. Serve as on-site liaison between Resort Operations and Social Media team in coordinating social media-related projects. The Social Media Coordinator will also work closely with the Resort Managers on Duty as well as other Senior Leadership in reporting specific concerns that require additional time and/or attention.
ESSENTIAL FUNCTIONS AND TASKS:
- Demonstrates a commitment to exceeding the expectations of our owners and guests in every interaction.
- Constant monitoring of Social Media Channels including but not limited to: TripAdvisor, Revinate, Twitter, Facebook, Yelp, Four Square, and Oyster.com.
- Answers all guest inquiries. If unable to respond as an expert, will identify the appropriate resort personnel to assist. Clarifies need and reacts accordingly. Recognizes and initiates solutions to any concerns to the full satisfaction of theā¦
- Takes ownership of each opportunity and follows through to completion.
- Performs follow-up communication including public responses for all opportunities reported.
- Approaches each situation with poise and composure
- Exercises excellent judgment and makes appropriate decisions
- Tracks every incident reported appropriately.
- Keeps data on reoccurring issues and helps identify operational areas for improvement.
- Demonstrates success building trust and lasting relationships
- Performs duties with minimal supervision.
- Is flexible to work outside the normal business hours when necessary to ensure smooth and successful completion of tasks.
- Willingly performs other duties as assigned by supervisor and/or management.
- Answer all internal/external calls, and transfers to appropriate departments.
- Assist Resort Services Manager with special projects as needed.
- Must be able to perform Resort Services Coordinator duties as directed by Management.
Requirements
QUALIFICATIONS
- Must have exceptional written communication skills.
- Must have excellent customer service acumen.
- Previous hospitality experiences a plus.
- Must have excellent organizational skills
- Must be proficient with Microsoft Word, Excel and Outlook.
- Social Media and Public Relations knowledge a plus.
- Bilingual a plus, but not necessary
EDUCATION and/or EXPERIENCE
- High school diploma or equivalent.
CERTIFICATES, LICENSES, REGISTRATIONS
None
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