Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY:

Universal Orlando Resort Guest Services - Social Media team seeks to improve the Guest Experience by conducting research and analyzing Guest feedback in order to provide sentiment reports and feedback to our partners and stakeholders. Through Social Media Listening and brand mentions and interactions, the Guest Services Social Media team is able to connect with Guests prior, during and after their visits to gain valuable sentiment to share across our organization.

The Specialist specifically oversees Social Media Listening and Reporting including maintaining the infrastructure of our reporting systems. The Specialist will be responsible for managing social media listening mentions, crafting Listening topics based on keywords, and curating sentiment overviews identifying valuable insights to improve the Guest experience.

MAJOR RESPONSIBILITIES:

• Analyze Listening sentiment as well as Guest feedback to provide holistic insights about seasonal events, announcements, venue/attraction openings, operational updates, and ad hoc feedback for Senior Leadership and additional stakeholders on notable trends, making recommendations for future enhancements. Collect and present comparable data from previous years and events. Maintain timeline of notable events and Guest sentiment.
• Manage Social Media Listening. Responsible for monitoring daily social listening, identifying feedback and opportunities for recovery. Develop and maintain Social Media Listening mentions, topics, themes and dashboards. Subject knowledge expert on Social Media Listening using Sprinklr.
• Maintain Sprinklr infrastructure including but not limited to listening, tagging and reporting. Research and add venue locations to platforms as they are established. Work with Sprinklr to stay up to date on new releases and opportunities within the platform.
• Build and maintain relationships with cross-functional partners to identify new ways in which Guest Services Social Media Reporting can facilitate informed insights and determine creative ways to leverage social data and analytics to provide partners with key findings
• 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 is required.
• A degree in Business, Marketing, Social Science, Communications, or Journalism is preferred.

EXPERIENCE: 

• 3+ years of social media listening experience required.
• Previous writing experience required.
• Previous experience in Guest Services or Hospitality preferred.
• Or equivalent combination of education and experience.

ADDITIONAL INFORMATION:

• Strong background in social listening and can apply those fundamentals using social listening tools (Sprinklr).
• Boolean fluency, with a demonstrated ability to craft advanced Boolean queries that cast a wide net but weed out irrelevant chatter.
• Knowledge of Social Media platforms including: Facebook, Twitter, Google, TripAdvisor and Yelp. Solid understanding of how consumer behavior varies across social networks.
• A demonstrated passion for the social media industry with experience identifying emerging trends, a commitment to remaining connected to impactful events.
• Strong analytical skillset – ability to detect patterns and spot variations in trends, form and test hypotheses, and draw meaningful, well supported insights from data sources.
• Experience synthesizing data from multiple sources into clear and compelling narratives in visual, verbal, and written form.
• Experience communicating research findings across different functions and departments (Marketing and Sales, Creative, Strategy, PR) and customizing deliverables to meet the particular needs of different stakeholder groups.
• Demonstrated ability to work independently and consistently meet deadlines .
• Excellent verbal and written communication skills.
• Strong organizational skills and problem solving skills.
• Ability to balance multiple tasks at any given time.
• Experience with Sprinklr social media platform a plus.

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

Universal Orlando Resort. Here you can.

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