JOB SUMMARY:

Oversees the daily operation and is a main point of contact for partners and Digital Guest Communications Coordinators. Serves as a Subject Matter Expert for Guest Services and the brand voice on Social Media. Responsible for consistent quality assurance of Guest correspondence via Social Media as well as development of training program for the Digital Guest Communication Team.

MAJOR RESPONSIBILITIES:

• Conducts consistent quality assurance of public responses on social media. Identifies opportunities to provide feedback by reviewing public and private responses to ensure quality. Provides coaching to Coordinators regarding providing appropriate Guest recovery, maintaining the brand reputation, and utilizing the correct brand voice as well as positively reinforce appropriate responses. Works to continually improve correspondence by monitoring performance and reviews progression of observations. Looks for opportunities to create exceptional and memorable moments for our Guests.
• Responsible for maintaining and updating training materials for the Digital Guest Communications team. Conducts training for all new Coordinators and delivers specialized training as assigned. Creates and maintains additional tools and references for training. Provides training follow-up documentation and conducts any retraining.
• Assists in communicating Social Media escalations to internal partners. Completes ad hoc reporting as assigned. Conducts audits of infrastructure, procedures and moderation.
• Subject Matter Expert on Sprinklr and responsible for identifying improvement opportunities within the business and makes suggestions for potential solutions. Assists the Digital Guest Communications Coordinators with their responsibilities when needed.
• Reviews and/or edits Kronos to ensure that time is properly entered based on job code and functional area. In the absence of a Supervisor, will approve daily scheduling request changes. Assists with updating training schedules as necessary.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

EDUCATION:

• Bachelor’s degree in Journalism, Marketing, English, or Communications is preferred.

EXPERIENCE:

• 3+ years in Guest Services or hospitality experience.
• Previous writing experience required.
• Previous experience in Social Media required.
• Or equivalent combination of education and experience.

ADDITIONAL INFORMATION:

• Knowledge of Social Media platforms including Facebook, Twitter, Google, TripAdvisor, and Yelp.
• Strong organizational skills and technical knowledge and/or skills, communication skills, analytical skills, problem solving ability, multi-tasking ability.
• Experience in Sprinklr platform a plus. Microsoft Office experience, Typing Skills (50 WPM).
• Customer Service Orientation, Data Entry Procedures, Organizational Skills, Filing Records, Writing Skills.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal Orlando Resort. Here you can.

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