Responsibilities:
- Executes the social media, online, and offline Marketing strategy and PR of the hotel as directed by the General Manager.
- Handles the hotel's online reputation on all online platforms. The position is responsible for achieving the Trust Score objective of the hotel. Responsible for Online reputation KPIs (Trust Score, number of reviews, % of reviews answered) including responding to all guest feedback and following up with hotel departments on resolutions
- Monitor reviews written by guests on review websites (Number and quality).
- Implement corrective actions to improve touch points with low scores, in coordination with the Departments involved.
- Ensure reviews are answered by the team in a timely and appropriate manner (refer to the guidelines).
- Monitor the hotel's presence on review websites and the relationship with key partners like TripAdvisor.
- Issue monthly reports about the hotel's online reputation through the Online Reputation management tool. The main KPIs are Trust Score, Performance, Popularity, number of reviews, % of answers, and Score vs. Comp set.
- Conduct the channel management techniques, posting reply pace, content and frequency, and guest engagement needs for the department as per the Manager
- Execute the hotel's internal and external Marketing strategy as directed by the Manager.
- Stay up to date with market trends and Social Media and Marketing developments.
- Execute the Social Media strategy in line with the key Marketing objectives: Value proposition, Targets, Channels, Activities, Partnerships, resources & revenue. Key objectives should buzz business and loyalty.
- Establish a hotel presence on selected platforms in line with the marketing strategy and compliant with the brand DNA and guidelines.
- Execute all social media and digital-related promotions to build continuous growth. Manage a fully integrated communications calendar for the Hotel around events, food and beverage, public holidays, and need periods. Translate worldwide and regional tactical campaigns into social media activities. Review content performance on a weekly basis and review future content accordingly.
- Liaise with the Corporate Social Media Team to create specific promotions via social media.
