This job description is for an Executive/Manager position in Guest Services & Social Media. The role is responsible for increasing guest satisfaction and engagement through social media interactions and personalized experiences. Key responsibilities include responding to guest requests and feedback, managing social media campaigns, monitoring online reviews, and generating reports on customer satisfaction, insights, and goals. The position requires strong customer service, communication, and social media marketing skills.
The document discusses the guest cycle model and guest satisfaction harmony model as they relate to Russian tourists visiting Red Sea resorts. The guest cycle model involves 12 steps that guests go through from initially having needs for recreation, to demanding resorts, shaping expectations, reserving, experiencing and evaluating the hospitality services, providing feedback, and determining if they will return or find a new resort. The guest satisfaction harmony model examines how factors like expectations, perceptions, service level, reputation and mood can influence a guest's satisfaction and likelihood to provide positive or negative word of mouth feedback. The conclusion compares strategies for Russian tourism and hospitality services under changing market conditions.
How to Encourage More Group Bookings to Your HotelDG Consulting
To succeed in obtaining more bookings – group or individual – your brand has to stand out from your competition – before, during and after. You need to identify your market, watch your competition – and develop your brand presence.
Vanessa Jazmin Ceja is a marketing professional seeking new opportunities with a Bachelor's degree in Communication from UC Santa Barbara and a marketing certificate. She has over 3 years of experience in marketing, public relations, and social media roles for beauty and design companies. Her background also includes leadership positions, internships at Disney World and UCSB, and skills in social media, public speaking, writing, and project management.
Linda Hill has over 8 years of experience in marketing, public relations, event planning, and staff management across various industries in South Florida. She has strong skills in strategic planning, marketing campaigns, web design, graphic design, photography, and project management. Her experience includes managing marketing for nonprofit organizations, schools, and construction and entertainment companies. She holds a Bachelor's degree in Business Administration with a focus on Marketing.
1. Virtual walkthroughs using technology like Trekwireless can impact customer service expectations by providing an immersive visual experience that is close to reality, influencing customer decisions and raising expectations.
2. Hospitality operations like hotel rooms, events spaces, bars, and restaurants can benefit from virtual walkthroughs by increasing direct and indirect sales and providing a unique service that differentiates them.
3. Hotels can integrate services outside of the property, like partnerships with stores, museums, and restaurants, to promote these locations and provide an expanded virtual experience for customers.
The document discusses consumer decision making and the technique of laddering. It explains that laddering can uncover the emotions, consequences, and personal values that drive consumer choices. The means-end approach uses laddering interviews to understand what moves consumers at a deeper level. Customers have different engagement points like booking, discovery, and inspiration. The Morgan Hotel Group can engage customers at each point through online information, videos, social media, newsletters, and an attractive website that allows booking and sharing reviews.
Creating Engaging Interactions with Mobilegjhassin
Tuned in to learn how mobile can enhance visitors' experience. Guest speaker, Brian Hughes from Irvine Ranch Conservancy told us all about audio tours, beacons and augmented reality.
The document discusses the guest cycle model and guest satisfaction harmony model as they relate to Russian tourists visiting Red Sea resorts. The guest cycle model involves 12 steps that guests go through from initially having needs for recreation, to demanding resorts, shaping expectations, reserving, experiencing and evaluating the hospitality services, providing feedback, and determining if they will return or find a new resort. The guest satisfaction harmony model examines how factors like expectations, perceptions, service level, reputation and mood can influence a guest's satisfaction and likelihood to provide positive or negative word of mouth feedback. The conclusion compares strategies for Russian tourism and hospitality services under changing market conditions.
How to Encourage More Group Bookings to Your HotelDG Consulting
To succeed in obtaining more bookings – group or individual – your brand has to stand out from your competition – before, during and after. You need to identify your market, watch your competition – and develop your brand presence.
Vanessa Jazmin Ceja is a marketing professional seeking new opportunities with a Bachelor's degree in Communication from UC Santa Barbara and a marketing certificate. She has over 3 years of experience in marketing, public relations, and social media roles for beauty and design companies. Her background also includes leadership positions, internships at Disney World and UCSB, and skills in social media, public speaking, writing, and project management.
Linda Hill has over 8 years of experience in marketing, public relations, event planning, and staff management across various industries in South Florida. She has strong skills in strategic planning, marketing campaigns, web design, graphic design, photography, and project management. Her experience includes managing marketing for nonprofit organizations, schools, and construction and entertainment companies. She holds a Bachelor's degree in Business Administration with a focus on Marketing.
1. Virtual walkthroughs using technology like Trekwireless can impact customer service expectations by providing an immersive visual experience that is close to reality, influencing customer decisions and raising expectations.
2. Hospitality operations like hotel rooms, events spaces, bars, and restaurants can benefit from virtual walkthroughs by increasing direct and indirect sales and providing a unique service that differentiates them.
3. Hotels can integrate services outside of the property, like partnerships with stores, museums, and restaurants, to promote these locations and provide an expanded virtual experience for customers.
The document discusses consumer decision making and the technique of laddering. It explains that laddering can uncover the emotions, consequences, and personal values that drive consumer choices. The means-end approach uses laddering interviews to understand what moves consumers at a deeper level. Customers have different engagement points like booking, discovery, and inspiration. The Morgan Hotel Group can engage customers at each point through online information, videos, social media, newsletters, and an attractive website that allows booking and sharing reviews.
Creating Engaging Interactions with Mobilegjhassin
Tuned in to learn how mobile can enhance visitors' experience. Guest speaker, Brian Hughes from Irvine Ranch Conservancy told us all about audio tours, beacons and augmented reality.
This document discusses several aspects of tourism destination marketing including:
1) Assessing current and future markets through research on visitors, forecasts, and destination audits. Research includes counts, interviews, and surveys. Forecasting can be exploratory, speculative, or normative.
2) Analyzing a destination's appeal and positioning it in its life cycle which includes exploration, involvement, development, consolidation, stagnation, and decline or rejuvenation.
3) Developing a strategic marketing mix and organization to implement objectives and evaluate results while taking into consideration a destination's image, branding, strategies for different target groups, and limited control over products and pricing.
This document discusses improving the user experience for travelers in their planning and booking process. It notes that travelers currently use many sources for travel information like guidebooks, travel agents, and websites. It also discusses how destination and accommodation research starts the travel planning process and what types of content matters most to travelers at different stages from initial research to post-booking. The document advocates for travel providers to focus on enhancing their online offerings with more transparent pricing, up-to-date accurate information, and personalized digital guides to better meet traveler needs throughout the travel cycle.
This document discusses the potential impacts and benefits of virtual walkthrough technologies for the hospitality industry. It suggests that virtual walkthroughs could:
1. Raise customer expectations by providing an immersive visual experience that is close to reality.
2. Benefit operations like hotel rooms, events spaces, bars, and restaurants by increasing direct and indirect sales through improved promotion.
3. Integrate external partners and their services, like stores and attractions, to create additional value through virtual experiences.
4. Allow hotels to digitally differentiate themselves and gain competitive advantages by engaging customers through unique virtual experiences.
The document describes the duties and responsibilities of an International Coordinator at AXA Assistance in Chicago from 2012-2014. Key responsibilities included providing world-class customer service for credit card concierge and travel services, establishing peace of mind by advising customers of travel requirements, initiating and approving travel and purchase benefit claims, and nurturing customer relationships to meet and exceed their needs. The coordinator also managed cases according to quality standards, shared destination and service trends with the team, and applied customer relationship management tools like SalesForce to improve customer experience.
This document provides an overview and action plan for managing an online reputation across various review sites. It summarizes ratings from Booking.com, Trivago, and Facebook and identifies key issues like enhancing customer engagement, capitalizing on positive reviews, and correcting negative comments. The document offers suggestions such as focusing on retention, giving loyal customers incentives to share reviews, thanking people for positive feedback, and showing sensitivity when addressing negative comments.
Bon Vivant is a boutique event planning, PR and fundraising company founded by Nichole Wright that specializes in corporate and social events including galas, dinners, conferences, and more. The company has key relationships with exclusive venues, hotels, clubs, and art galleries in New York and other cities. Bon Vivant offers full event planning and production services including budgeting, catering, venue selection, decor, entertainment, and PR.
The document discusses the roles and responsibilities of sales and marketing staff in a hotel. It outlines key tasks like identifying clients, managing marketing efforts, negotiating contracts, and coordinating with other hotel departments. It also describes how the sales and marketing department can be segmented by products sold, target markets, and distribution channels. Various sales, marketing, advertising, and promotional activities are explained.
The document is a resume for Bassem Abdel Moneim AbdelAtty Ali. It summarizes his contact information, objective, areas of expertise, education history, skills, professional experience including roles as a Tourism Manager and in sales and customer service, and personal details. The resume shows over 15 years of experience in tourism, hospitality, and customer service roles in Egypt, Dubai, and Saudi Arabia.
This document contains the resume of Ahmed Abdulrakeeb Al-Hiagem, a 28-year-old from Yemen seeking a customer service role. It outlines his work experience including roles in marketing, conference organizing, customer service, and education advising. Key skills listed are communication, customer service, sales, multi-tasking, training, and language abilities in English and Arabic. His education includes a Bachelor's degree in Business Management from Bangalore University and secondary schooling in Yemen. Contact information and personal details are also provided to facilitate potential employment opportunities.
The document discusses how a hospitality experience platform can be used to provide personalized experiences and communications to hotel guests through their mobile apps based on their profiles, locations, and the time of day. It provides examples of how the platform can deliver customized offers, activities, messages, and promotions to elevate the guest experience and drive on-property spending. The platform also gives hotels tools to understand guest behavior and automatically send relevant real-time communications across different channels.
Jennifer Kelly has over 15 years of experience in production management, marketing, sales, and office administration. She has worked for production companies creating television shows, coordinated travel for crews of 30-35 people, and managed office operations. Kelly excels at marketing strategy, social media management, and developing creative advertising campaigns. She has held leadership roles developing HR programs and managing teams of up to 25 employees. Kelly is proficient in various software programs and seeks a new opportunity where she can apply her skills in project coordination, client relations, and marketing.
This document discusses how hotels can better understand what drives guests to choose their property. It emphasizes tracking guests by season, source of booking, market, and company to understand what factors influenced their decision. Hotels should analyze this data along with competitive intelligence and market trends to optimize marketing. New technologies like mobile apps, social media, and CRM tools can provide insights into guests and help hotels tailor their offerings to attract more business.
Shaker Issa Abu Issa has over 10 years of experience in the travel and tourism industry. He is currently the Holidays Supervisor at Nirvana Travel and Tourism LLC in Abu Dhabi, where he oversees holiday packages and sales. Prior to this role, he held positions at Amiral Tours and Travel DMC and Al Bawadi Tours, where he specialized in leisure travel and outbound tourism. He has extensive knowledge of destinations worldwide and experience in developing packages and managing clients.
Richa Taneja is seeking a career in the hospitality industry utilizing over 5 years of experience in customer service roles. She has worked as a front desk clerk for Hampton Inn and Suites for the past two years where her duties include guest registration, handling inquiries, and ensuring a positive customer experience. Prior to this, she held retail and cashier positions at American Eagle, Forever 21, and Saratoga Raceway and Casino. Richa obtained a Bachelor's degree in International Tourism and Hospitality Management and completed internships in hotel front desk operations.
Understanding the market you work & compete in is very important when it comes to success.
Guest & Competitive Intelligence is where it all starts.
Here's where you begin...........................
This document discusses several aspects of tourism destination marketing including:
1) Assessing current and future markets through research on visitors, forecasts, and destination audits. Research includes counts, interviews, and surveys. Forecasting can be exploratory, speculative, or normative.
2) Analyzing a destination's appeal and positioning it in its life cycle which includes exploration, involvement, development, consolidation, stagnation, and decline or rejuvenation.
3) Developing a strategic marketing mix and organization to implement objectives and evaluate results while taking into consideration a destination's image, branding, strategies for different target groups, and limited control over products and pricing.
This document discusses improving the user experience for travelers in their planning and booking process. It notes that travelers currently use many sources for travel information like guidebooks, travel agents, and websites. It also discusses how destination and accommodation research starts the travel planning process and what types of content matters most to travelers at different stages from initial research to post-booking. The document advocates for travel providers to focus on enhancing their online offerings with more transparent pricing, up-to-date accurate information, and personalized digital guides to better meet traveler needs throughout the travel cycle.
This document discusses the potential impacts and benefits of virtual walkthrough technologies for the hospitality industry. It suggests that virtual walkthroughs could:
1. Raise customer expectations by providing an immersive visual experience that is close to reality.
2. Benefit operations like hotel rooms, events spaces, bars, and restaurants by increasing direct and indirect sales through improved promotion.
3. Integrate external partners and their services, like stores and attractions, to create additional value through virtual experiences.
4. Allow hotels to digitally differentiate themselves and gain competitive advantages by engaging customers through unique virtual experiences.
The document describes the duties and responsibilities of an International Coordinator at AXA Assistance in Chicago from 2012-2014. Key responsibilities included providing world-class customer service for credit card concierge and travel services, establishing peace of mind by advising customers of travel requirements, initiating and approving travel and purchase benefit claims, and nurturing customer relationships to meet and exceed their needs. The coordinator also managed cases according to quality standards, shared destination and service trends with the team, and applied customer relationship management tools like SalesForce to improve customer experience.
This document provides an overview and action plan for managing an online reputation across various review sites. It summarizes ratings from Booking.com, Trivago, and Facebook and identifies key issues like enhancing customer engagement, capitalizing on positive reviews, and correcting negative comments. The document offers suggestions such as focusing on retention, giving loyal customers incentives to share reviews, thanking people for positive feedback, and showing sensitivity when addressing negative comments.
Bon Vivant is a boutique event planning, PR and fundraising company founded by Nichole Wright that specializes in corporate and social events including galas, dinners, conferences, and more. The company has key relationships with exclusive venues, hotels, clubs, and art galleries in New York and other cities. Bon Vivant offers full event planning and production services including budgeting, catering, venue selection, decor, entertainment, and PR.
The document discusses the roles and responsibilities of sales and marketing staff in a hotel. It outlines key tasks like identifying clients, managing marketing efforts, negotiating contracts, and coordinating with other hotel departments. It also describes how the sales and marketing department can be segmented by products sold, target markets, and distribution channels. Various sales, marketing, advertising, and promotional activities are explained.
The document is a resume for Bassem Abdel Moneim AbdelAtty Ali. It summarizes his contact information, objective, areas of expertise, education history, skills, professional experience including roles as a Tourism Manager and in sales and customer service, and personal details. The resume shows over 15 years of experience in tourism, hospitality, and customer service roles in Egypt, Dubai, and Saudi Arabia.
This document contains the resume of Ahmed Abdulrakeeb Al-Hiagem, a 28-year-old from Yemen seeking a customer service role. It outlines his work experience including roles in marketing, conference organizing, customer service, and education advising. Key skills listed are communication, customer service, sales, multi-tasking, training, and language abilities in English and Arabic. His education includes a Bachelor's degree in Business Management from Bangalore University and secondary schooling in Yemen. Contact information and personal details are also provided to facilitate potential employment opportunities.
The document discusses how a hospitality experience platform can be used to provide personalized experiences and communications to hotel guests through their mobile apps based on their profiles, locations, and the time of day. It provides examples of how the platform can deliver customized offers, activities, messages, and promotions to elevate the guest experience and drive on-property spending. The platform also gives hotels tools to understand guest behavior and automatically send relevant real-time communications across different channels.
Jennifer Kelly has over 15 years of experience in production management, marketing, sales, and office administration. She has worked for production companies creating television shows, coordinated travel for crews of 30-35 people, and managed office operations. Kelly excels at marketing strategy, social media management, and developing creative advertising campaigns. She has held leadership roles developing HR programs and managing teams of up to 25 employees. Kelly is proficient in various software programs and seeks a new opportunity where she can apply her skills in project coordination, client relations, and marketing.
This document discusses how hotels can better understand what drives guests to choose their property. It emphasizes tracking guests by season, source of booking, market, and company to understand what factors influenced their decision. Hotels should analyze this data along with competitive intelligence and market trends to optimize marketing. New technologies like mobile apps, social media, and CRM tools can provide insights into guests and help hotels tailor their offerings to attract more business.
Shaker Issa Abu Issa has over 10 years of experience in the travel and tourism industry. He is currently the Holidays Supervisor at Nirvana Travel and Tourism LLC in Abu Dhabi, where he oversees holiday packages and sales. Prior to this role, he held positions at Amiral Tours and Travel DMC and Al Bawadi Tours, where he specialized in leisure travel and outbound tourism. He has extensive knowledge of destinations worldwide and experience in developing packages and managing clients.
Richa Taneja is seeking a career in the hospitality industry utilizing over 5 years of experience in customer service roles. She has worked as a front desk clerk for Hampton Inn and Suites for the past two years where her duties include guest registration, handling inquiries, and ensuring a positive customer experience. Prior to this, she held retail and cashier positions at American Eagle, Forever 21, and Saratoga Raceway and Casino. Richa obtained a Bachelor's degree in International Tourism and Hospitality Management and completed internships in hotel front desk operations.
Understanding the market you work & compete in is very important when it comes to success.
Guest & Competitive Intelligence is where it all starts.
Here's where you begin...........................
The document provides information from Randall A. Rose of the Virginia Tourism Corporation about marketing services for restaurants and tourism in Virginia. It discusses the economic impact of tourism in Virginia, services offered by VTC, and tips for developing a marketing plan and strategy for a restaurant, including defining goals and audiences, developing messaging, leveraging different marketing channels, and measuring performance.
Shaker Issa Abu Issa has over 10 years of experience in the tourism industry, currently working as a Holidays Supervisor for Nirvana Travel and Tourism in Abu Dhabi. He has a bachelor's degree in computer science and is skilled in Amadeus reservations systems and air ticketing. His roles have included developing tourism packages, managing customer relationships, and arranging travel for individuals, families, and large groups.
This document discusses transforming the digital customer experience for hotels to increase direct bookings. It covers mapping the customer journey, identifying key moments and pain points. It emphasizes listening to customers, building relationships through brand ambassadors, and creating relevant experiences. The goal is to inspire customers, understand their needs and improve satisfaction throughout the entire experience with the hotel.
This curriculum vitae outlines Anél Viljoen's career objectives, demonstrated skills, and previous work experience. It summarizes their extensive computer, job, team, communication, and personal management skills. Their most recent role was from 2006-2008 as the Public Relations Officer, Sales Coordinator, Receptionist, and Personal Assistant to the Director at Immunadue Herbals PTY Ltd, where they managed sales teams, customer relations, media relations, events, market research, financials, the company website, and reception duties. References are provided.
The document contains personal and professional information about Ahmed Hassan Mohamed Hassan Esmaiel Al Samahy. It includes his contact information, objective, work experience as a Royal Service Agent and Room Reservation Agent at two hotels in Egypt and Dubai from 2008 to present, languages spoken, education, and skills. His experience involves assisting hotel guests, booking reservations, revenue management, and sales.
Access to cost-effect and innovative technology is shaping the modern digital customer experience for hotels.
Today will live in an era where brands create digital experience offers that embrace customer experience and personalization.
As hoteliers, we have to be cautious that we are not driven by hypes but create a unique digital customer experience offers in a relevant context.
At the end of the day, it boils down to the service that is most suited to the needs of the customer.
Digital transformation will help your hotel to better serve the customers throughout their journey.
CV of Jocelyn Gimena. Experience In - Office Administration and Operation, Customer Compliance Relation, Business Development, Sales and Marketing, Negotiation and Coordination, Showroom Operations and Functions.
This document contains a summary of Ahmed H. El Sharkawy's professional experience and qualifications. It includes his contact information and 18 years of experience in hospitality, tourism, and sales roles. His most recent role was as Regional Director of Sales and Marketing for Tropitel Resorts, where he was responsible for maximizing revenue opportunities and achieving sales objectives. Prior to that, he held several Director of Sales and Marketing roles for other hotel chains, demonstrating a proven track record of success in sales and marketing management.
This document is a resume for Raine C. Limbrick. It summarizes that she is currently a Sales Manager for a 280 room hotel with meeting and event spaces, restaurants, and a spa. She has 10 years of experience in hotel management and is seeking a position where she can utilize her management, supervision, and administrative skills.
1. PROFILE & JOB DESCRIPTION
Guest Services & Social Media
Department GUEST SERVICES & SOCIAL MEDIA
Position Executive/Management
Reports to GENERAL MANAGER & GENERAL BOARD
Associates under management GUEST SERVICES / CONCIERGE / PUBLIC RELATIONS
OBJETIVE:
Increase and ensure Guest Satisfaction through the creation of experiences and memories in the Hotel to
generate brand awareness, customer engagement and intimacy with our guests; that will lead into website
traffic and revenue by exploding the social media with personalized interaction to reach the largest possible
audience with in-house guests and targeted social-network users
PROFILE:
College Degree. * Handling Guest Complains
Working under pressure. * Advertising Skills
Customer Service Skills. * Organization Skills.
English 100% oral & writing. * Sales Person
Other Language * Interest on being up dated
Great Service Attitude. * Advertising Skills
Excellent presentation. * Strategic and Research planning skills
Schedule Flexibility. * Major OTA’s Experience (Expedia, Booking)
Interpersonal Skills. * Technical Computer Skills ( SEO, Office ,Internet & Opera)
Initiative. * SEO Knowledge
Previous Experience Needed * InDepth Knowledge SM platforms (FB, TA, Inst, Twitter, Blog)
Team Work. * Follow up on Guest Surveys
Writing Skills * Pin Point Person
Extrovert * SM Campaign Knowledge
Multitasking * Content Creation and moderation
Listening Skills * Excellent Grammar in both languages
Emphatic
Patient
Advocacy Skills
Problem- Solving Skills.
Proactive and Trustworthy.
Positive Behavior.
2. JOB DESCRIPTION:
GUEST SERVICES
Contact guest prior arrival and after departure. Feedbacks
Demonstrates winning Social Customer Service techniques such as empathy, patience, advocacy and
conflict resolution.
Give personalized attention to guests with the necessary hotel resources.
Follow up to all special guest requests. (Dinners, Amenities, Reservations, Tours)
Identify VIPs and follow up on their stay.
Acting as liaison across the internet by participating on minute by minute online conversations Q&A
Set up, Coordinate and Supervise all Transfers from and to Airport
Support Reception when need it
Ensure quality on external service providers (Tour Companies)
Set and Achieve Monthly Sale’s Goals with Concierge Team
Supervise Concierge Team
Set up, Coordinate and Supervise Tours and Activities sold through Concierge
Plan and stablish Schedules with Concierge according to hotel’s occupancy (Day’s Off, Vacation,
Permissions)
Speak and Approach guests when a discomfort or complain at the hotel has presented
Answer and follow up on negative real-time negative feedbacks to take action and improve the
customer experience in house.
Help promoting and selling other Hotel Services and upgrades (SPA, F&B and Dive Shop)
GENERAL
Generate Reports on customer satisfaction and behavior, goals achievements, sales reports, insights,
engagements.
Deliver customers satisfaction Reports to colleagues.
Set up and follow up on sending special amenities to followers and VIP guests (Repetitive,
Honeymooners, Special Occasion or requested/paid)
Set up and follow up guest request with other departments (F&B, FO, Reservations, Groups and
Weddings, Sales, Maintenance, HSK)
3. Answer all e-mails from guests sent to guestexperience@mahekalplaya.com,
concierge@mahekalplaya.com in less than 24 hours
Answer phone calls to help planning guest activities or inquires about the Resort
Weekly Report of arrivals VIPs, Repetitive, Experience Package & Special Groups for Board Meeting
Monthly reports of insights, website and customer satisfaction, SWOT (Strengths, Weaknesses,
Opportunities & Threats)
Notify Guests about important events (Mails, Calendar, SM, Website)
Follow up on special requests from Directional Board.
Supervise and Follow up with any guest incidental (Medical Care, Security or issues between guests)
Ability to identify potential negative or crisis situation and apply conflict resolution principles to
mitigate issues.
CONCIERGE
Act as the point of reference for guests who need assistance or information and attend to their
wishes and requirements
Welcome customers upon entrance and confirm reservations
Understand customer’s needs and provide them with personalized solutions by suggesting activities
and facilities provided by the hotel
Strong knowledge of the hotel's facilities and services and of the surrounding community.
Provides guests with information about attractions, facilities, services, and activities in or outside the
property
Assists guest with reservations for air or other forms of transportation when requested. Obtains
necessary itinerary tickets.
Assists guest with reservations for the parks, attractions and other forms of entertainment when
requested. Obtains necessary tickets and provides directions to facilities.
Set up and follow up on sending special amenities to followers and VIP guests (Repetitive,
Honeymooners, Special Occasion or requested/paid)
Coordinate guest request with other departments (F&B, FO, Reservations, Groups and Weddings,
Sales, Maintenance, HSK)
Answer phone calls to help planning guest activities or inquires about the Resort
Notify Guests about important events IN HOUSE Letters
Follow up on special requests from Management
Assistance with any guest incidental (Medical Care, Security or issues between guests)
4. Ability to identify potential negative or crisis situation and apply conflict resolution principles to
mitigate issues.
MARKETING
Clear Objectives: Set realistic Goals
Perfect knowledge of the area and surroundings to ensure the information given to the guest by any
mean of communication is accurate.
Help with website Translations
Assist managing in house Social Media Campaigns
Work with colleagues to create brand awareness on different sectors.
Monitor Guest and Partnerships satisfaction through research (online & direct survey)
Identify opportunity areas of improvement
Post and Advice any event, that might affect or benefit the quality of service to guests
PUBLIC RELATIONS
Take Responsibility for External PR & Marketing hosting events and press guests to maximize
opportunities for communication (FAM Trips)
Identify Press opportunities for branding and enhancement.
Keep diary of press communications.
Develop and disseminate messages proactively
Create, ensure and endure B2B Relations with Tour Operators, Transfer Companies, Restaurants and
other Service Providers to maximize Guests Satisfaction through WOM with Guests
SOCIAL MEDIA
To be responsible for all social media activity (Twitter, Facebook, Instagram, Trip Advisor, Yelp, Blog)
Answer every inquire, doubt or comment sent/posted through social media to create engagement
with past, current, future or possible guests.
Monitor, listen and respond to users in a “Social” way while cultivating leads and sales.
Manage efforts in building online reviews and reputation. Monitor online reviews and respond to
each review
Coordinate with other departments to generate SM content to manage, improve and maintain
online reputation, identify key players and coordinate action.
Build social media strategy through competitive research, platform determination, benchmarking,
messaging and audience targeting.
Generate, edit, publish and share daily content (original text, images, video, blogging) that build
connections and encourages members to take action
Create editorial calendars & schedules.
5. Cultivation of leads and sales through SM
Analyze social data/metrics, insights and best practices and generate continuous improvements.
Supervise and coordinate the on-site content generation (Pictures, Promos, Videos, Text)
Supervise Translations of all generated content from partners (Zimmerman)
Monitor that all the Content & Hotel Description, Pictures, Promos, Savings & Campaigns are
accurate and without leaks of misinterpretation
Help DOSM to create Brand Development and awareness through SM engagement and turn “Fans”
in to customers
Answer and follow up on negative feedbacks posted on Social Networks.
Oversee design (Facebook Timeline cover, profile pic, thumbnails, ads, landing pages, Twitter profile,
Blog, etc.).
Monitor trends in social media tools, applications, channels, design and strategy.
Implement ongoing education to remain highly effective.
working knowledge of principles of SEO including keyword research and Google Analytics. Highly
knowledgeable in the principles of “Search and Social.”
SIGNATURE
Area Director General Manager Name & Signature