F&B Social Media Coordinator

Managing Social Media Content

• Oversee daily social media activities as they pertain to F&B

• Manage real-time interactions and F&B reputation on social review sites (TripAdvisor, Ctrip, Booking.com, Dianping,OpenRice, HungryGoWhere, Burrp, etc.)

• Monitor overall social media performance using listening tools such as GuestVoice, HYP3R, Revinate and other social ltools (Google, Hootsuite, Expion)

• Utilize hotel’s F&B social presences (FB, WeChat, Twitter, Weibo, Instagram, QZone, Renren etc.) to monitor and receive community feedback in real-time, and drive daily engagement with public on Social Media

• Create and manage editorial content calendars (supporting the brand’s social guidelines) for hotel’s F&B outlets

• Develop unique F&B destination content (posts, photos, videos, infographics, etc); leverage User Generated Content in social media amplification efforts and ensure usage rights for all materials

• Apply up-to-date company Social Media Policies and Procedures

Building and Maintaining Relationships

• Identify and build partnerships with local social media influencers and bloggers

• Create and implement social media contests, sweepstakes, and other user-engagement tactics that are in line with the hotel’s F&B marketing goals

• Partner with Hotel Dept. heads, Marketing and eCommerce Managers to proactively review, define and align social marketing pull-thru for next 60-90 days

• Conduct weekly F&B communications/accountability meetings about promotions, updated menus, specials, etc. that can be promoted on social media

• Conduct weekly F&B marketing meetings involving F&B Operations and Marketing teams to define roles/responsibilities and integrate F&B social media tactics into overall hotel marketing initiatives

Developing Social Media Strategy

• Create hotel F&B-specific social media playbooks/toolkits to enhance operational efficiency and adoption of social media tools across the hotel’s F&B department

• Align social strategy with hotel marketing initiatives and F&B marketing plan

• Ensure corporate, cluster and/or regional marketing programs are pulled through at the property level

• Proactively coordinate social amplification efforts, submitting content to Corporate and Regional pages when applicable (with local CVBs, local partnerships, promotional opportunities, etc)

• Distinguish hotel as a thought leader by monitoring industry trends, tools and applications and consistently publishing relevant content and news

• Produce and distribute insightful monthly analytics reports and track progress on KPIs

• Responsible for conducting paid social media campaigns to drive F&B marketing goals and objectives

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.

• Thank guests with genuine appreciation and provide a fond farewell.

• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

• Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events).

Communication

• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

• Inform and/or update the executives, the peers and the subordinates on relevant information in a timely manner.

• Speak to guests and co-workers using clear, appropriate and professional language.

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Working with Others

• Support all co-workers and treat them with dignity and respect.

• Handle sensitive issues with associates and/or guests with tact, respect, diplomacy, and confidentiality.

• Work with other people to gather the information necessary to manage projects, achieve goals, and resolve problems.

• Develop and maintain positive working relationships with others; listen and respond appropriately to the concerns of other associates.

Policies and Procedures

• Maintain confidentiality of proprietary materials and information.

• Follow company and department policies and procedures.

• Protect the privacy and security of guests and coworkers.

• Report accidents, injuries, and unsafe work conditions to manager.

• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional.

• Maintain confidentiality of proprietary information; protect company assets.

• Welcome and acknowledge all guests according to company standards;

• Anticipate and address guests’ service needs; thank guests with genuine appreciation.

• Comply with quality assurance expectations and standards.

• Read and visually verify information in a variety of formats;

• Perform other reasonable job duties as requested.

• Competitive salary and benefits
• Private Health Insurance
• Professional working environment
• Long term career opportunity
• Free duty meals & parking

• At least 1 year of experience in the similar position in hotels or independent restaurants

• Fresh graduate preferred if having good marketing background and strong passion for F&B marketing

• Bachelor degree in Marketing, Public Relations, Hospitality or Business

• Good English and Vietnamese verbally and non-verbally

• Goal-oriented, disciplined, proactive, and creative

• Ability to work under high pressure and fast-changing pace

• Please send your CV to our email: Tin đã hết hạn

We will be reviewing your qualifications and experience with available positions at the present time, and should your application be short-listed, we will then contact you for an interview.