Description:

As a Social Media Executive, your primary responsibility is to analyse our guest experiences through their feedback and comments, and then communicate to the hotel’s management team on successes and areas of concern in regards to the guest experience.

You will:-

Communicate in a friendly, tactful and professional manner with Guests, Suppliers and fellow Band Members.

Update and keep your supervisor informed of all matters that may affect your work, the hotel’s service or reputation.

Always present a clean and tidy appearance in accordance with the hotel grooming standards.

Always extend friendly and caring services to all hotel guests.

Be a team player and maintain / build good relationships with fellow Band Members.

Operate in a punctual, timely and reliable manner, responding to timelines appropriately.

Carry out all instructions given by your supervisor and have initiative in the absence of instructions.

Able to work independently with limited supervision.

Have a good understanding of the Hotel’s P&Ps and SOPs in order to provide the necessary support to the hotel and to ensure correct correspondence to guests.

Handle all correspondence with guests through social media channels, including responding to reviews on the following websites:

• TripAdvisor
• Booking.com
• C-Trip
• Facebook
• Agoda
• Google
• Any other website that provides opportunity for response.

Communicate guest feedback within the hotel, to ensure follow up and action has been taken by the respective department when necessary.

Operate the Medallia and ReviewPro ticketing system, to ensure issues raised by guests are being communicated to the appropriate personnel.

Maintain, file and communicate feedback received through the guest comment cards and online surveys completed by guests staying in the hotel.

Draft emails on behalf of senior management to respond to guest feedback in a timely manner.

Maintain the filing systems (manual and electronic)

Document trends in feedback and advocate for guest experience related change and improvement.

Participate in the monthly Guest Feedback Meetings and provide the relevant data to the Executive Assistant Manager to ensure correct and updated information is communicated within them.

Ensure your work environment is tidy and well maintained.

Complete tasks as directed by the Executive Assistant Manager or General Manager

Requirements:

Diploma in Mass Communication, Marketing, Public Relations or related fields

A minimum of 3 to 4 years relevant working experience. Experience within the hotel industry is advantageous.

Excellent knowledge of all leading social media platforms

Ability to work without supervision and independently.

Excellent administrative and word processing skills, with experience in the Microsoft Office suite of products.

Strong command (oral and written) of both the English and Bahasa Melayu language. Other languages are an added advantage.

This position is restricted to individuals with the right to work in Malaysia

Visit https://www.hardrockhotels.com/careers.htm for other vacancies at a Hard Rock Hotel.