Supervisor, Guest Services Social Media

Universal Orlando Resort • Orlando, FL

378d

About The Position

The Supervisor of Guest Services - Social Media at Universal Orlando Resort is responsible for overseeing the daily operations of the Guest Services Social Media team. This role involves leading the team to engage with guests on various social media platforms, addressing inquiries, and managing guest concerns while ensuring brand consistency and engagement. The supervisor will also analyze guest feedback trends and develop team members through training and mentoring.

Requirements

• Bachelor's degree required, preferably in Communications, Marketing, English, or Journalism.
• 1+ years in Guest Services or hospitality experience.
• Previous writing experience required.
• Previous experience in Social Media preferred, or equivalent combination of education and experience.
• Excellent verbal and written communication skills.
• Knowledge of Social Media platforms including Facebook, Twitter, Google, TripAdvisor, and Yelp.
• Strong organizational and problem-solving skills.
• Ability to balance multiple tasks at any given time.
• Experience with Sprinklr social media platform is a plus.

Responsibilities

• Supervise Digital Guest Communications Coordinators' correspondence with Guests through digital platforms including Facebook, Twitter, TripAdvisor, Google Reviews, and Yelp.
• Oversee the Universal Orlando Annual Passholder Facebook page, ensuring conversations remain on brand and encourage engagement and group growth.
• Ensure Coordinators effectively address and resolve Guest concerns and properly document Guest feedback for departmental use.
• Collaborate with other management teams to resolve issues in real time and support other departments with guest services issues.
• Analyze Guest questions, concerns, and feedback trends from digital interactions and create reports and presentations based on this information.
• Develop Digital Guest Communications Coordinators through training, coaching, and mentoring.
• Institute quality management processes to improve coordinator correspondence with guests.
• Manage team member schedules, time and attendance reconciliation, and weekly labor summaries.
• Partner with Marketing, Public Relations, Human Resources, and Legal regarding brand voice and reputation.
• Communicate escalated messages received through platforms to appropriate teams and disseminate new information and procedures.
• Ensure timely communication of accurate information regarding ADA compliance.
• Participate in Environmental, Health & Safety responsibilities by following established policies and procedures.

Benefits

• Competitive compensation package

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Accommodation
• Education Level: Bachelor's degree