Elvaridah is a Business Development Company with the primary objective of working with businesses and business owners to start up their businesses, improve, differentiate or expand already existing ones.
Job Summary
- The Customer Experience & Social Media Manager will oversee guest relations and online brand presence for the company’s shortlet apartments.
- The role involves managing end-to-end guest experiences — from inquiries to check-out — while also driving brand visibility, engagement, and bookings through creative and strategic social media management.
- The ideal candidate is a people-oriented professional with excellent communication, problem-solving, and digital marketing skills.
Key Responsibilities
Customer Experience Management:
- Serve as the primary point of contact for guests before, during, and after their stay.
- Ensure smooth communication with guests via phone, WhatsApp, email, and booking platforms.
- Manage guest check-ins and check-outs in coordination with the operations and housekeeping teams.
- Resolve guest issues or complaints promptly and professionally, ensuring a high level of satisfaction.
- Track guest feedback and implement improvements to enhance overall service quality.
- Maintain accurate guest records and ensure follow-up communication for repeat bookings and loyalty.
Social Media Management:
- Develop and implement a social media strategy to promote the brand and available apartments.
- Manage and grow the company’s social media presence across platforms (Instagram, TikTok, Facebook, X, LinkedIn).
- Create engaging content — videos, photos, reels, and posts — that highlight property features, guest experiences, and brand lifestyle.
- Respond promptly to comments, messages, and inquiries on social media channels.
- Collaborate with the operations and marketing teams to create promotional campaigns and special offers.
- Monitor analytics and engagement metrics to evaluate performance and guide content strategy.
Online Visibility & Booking Management:
- Manage property listings on online travel agencies (OTAs) like Airbnb, Booking.com, and Expedia.
- Ensure property details, descriptions, pricing, and availability are accurate and up to date.
- Optimize listings for better visibility, reviews, and conversion rates.
- Respond to guest inquiries and reviews on all booking platforms.
Brand Development & Marketing Support:
- Maintain brand tone and visual consistency across all digital and customer touchpoints.
- Support marketing initiatives such as influencer collaborations, photoshoots, or digital ad campaigns.
- Suggest innovative ways to enhance guest engagement and brand loyalty.
- Track competitors’ activities and propose strategies for market differentiation.
Qualifications & Experience
- Bachelor’s degree in Hospitality Management, Marketing, Communications, or a related field.
- 3–5 years of experience in customer service, guest relations, or digital marketing — preferably in the hospitality or shortlet industry.
- Proven experience managing social media platforms and content creation.
- Strong communication, interpersonal, and problem-solving skills.
- Excellent writing skills and a customer-first mindset.
- Proficiency in social media tools, Canva, basic video editing, and Microsoft Office/Google Suite.
- Familiarity with Airbnb, Booking.com, or other OTA platforms is an advantage
Method of Application
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