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Social Media Specialist-Owner Support Services in Orlando, FL at Holiday Inn Club Vacations

Date Posted: 3/7/2019

Job Snapshot

Job Description

 

Holiday Inn Club Vacations look for individuals who excel in their role, and are committed to delivering an exceptional experience for our guests, owners, and team members.  We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success and build relationships?  We’re looking for people like this to join our friendly, engaged, professional team.               

 

POSITION DESCRIPTION:

The Social Media Specialist will be responsible for responding to owner/guest inquiries on our social media channels on behalf of the Holiday Inn Club Vacations brand. In this position, the coordinator is responsible for all requests and communications as well as providing follow up to questions and concerns raised through Social Media channels. The Social Media Specialist will also work closely with the Resort General Managers regarding onsite inquiries that may arise in the social channels and respond on behalf of our GM’s. 


ESSENTIAL DUTIES AND TASKS

  • Monitor and manage customer service responses to posts on top Third-Party Intermediary (TPI) and online travel agencies (OTA’s) sites such as IHG.com, TripAdvisor, booking.com, Expedia, Hotels.com, Revinate, and others determined by Management to support and protect the brand by ensuring positive messaging is maintained and consistent across all channels
  • Supports owners and members of Holiday Inn Club Vacations with outstanding customer service via a dedicated handle devoted to owner I member timeshare inquiries. Monitors established social media channels such as our Facebook Club Lounge and responds to customer service-related inquiries on behalf of the company.
  • Serves as liaison between Resort Operations, Capital Management, Owner Support, Customer Care, Rental Marketing or other departments to field customer service or related inquires that may appear on social media channels to the appropriate departments and respond to these inquiries, ensuring customer follow-up
  • Escalate customer services issues to the appropriate department using CRM system in place, such as Salesforce, by creating cases, assigning ownership and track and follow up with final resolution with guest

 

 

Job Requirements

SUPERVISORY RESPONSIBILITIES

  • This is an individual contributor position with no direct reports. General supervision is provided. Routine duties are performed with minimal supervision and work is checked while in progress and reviewed upon completion.  

 

EDUCATION and/or EXPERIENCE

  • High School Diploma and a minimum of 5 years in customer service/correspondence position
  • Customer service and/or hospitality experience required
  • Bilingual preferred but not required.

QUALIFICATIONS

  • Must have exceptional writing and grammatical skills
  • Excellent verbal communication skills with ability to present ideas and information clearly.
  • Demonstrated ability to follow through on inquiries or requests, delivering clear and consistent messaging.
  • Extreme attention to detail, outstanding organization skills, proficient in prioritizing and managing assignments.
  • Collaborative team player able to integrate with a diverse team full of opinions and ideas.
  • Online search expert able to track and monitor postings relevant to the brand.
  • Must have a heart for hospitality and customer service.