JOB SUMMARY:
Monitors different Social Media platforms, identifying trends and encouraging guest engagement. Responsible for resolving guest concerns via social media. Will also be responsible for building reports based upon trends and ensuring Guests are all being responded to in a reasonable timeframe.
MAJOR RESPONSIBILITIES:
Monitor and correspond with Guests through Universal Orlando Resort Social Media Channels privately and publicly on Facebook, Twitter and other channels. Respond to Guest reviews posted on Social Media platforms including Google, Yelp, TripAdvisor, etc. Uses excellent written communication, resources, and product knowledge to assist guests. Researches Guest information from social media correspondence to identify concerns, needs, and expectations of the guest. Fully investigate and troubleshoot issues such as IT and ticketing as well as additional concerns with the guest experience at the Resort. Determines and provides appropriate level of guest recovery. Recognized as a Subject Matter Expert in product knowledge, policy and technology.
Provide exemplary guest service and social engagement while meeting service goals. Identify opportunities to assist Guests with concerns and create WOW moments while Guests are visiting the Resort. Provides appropriate responses following the brand voice standards and correct nomenclature.
Accurately and fully documents guest feedback via the comment portal by updating an existing guest file or comment, or creating a new one as necessary, using the demographic information provided in the guest's email or requesting additional demographic information from the guest to complete their guest file accordingly.
Analyzing feedback and create reports based upon trends gathered from guest feedback via social Media channels. Communicate and partner with departments across the resort to provide information and Guest feedback shared within a timely manner. Appropriately and immediately escalate Guest feedback that could be considered sensitive, delicate, urgent, or may negatively affect the brand image.
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:
2+ Years previous Guest Service experience in Hospitality industry preferred.
Previous experience working in Social Media is a plus; or equivalent combination of education and experience.
Your talent, skills and experience will be rewarded with a competitive compensation package.
Universal Orlando Resort.Here you can.
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