1. PROFILE & JOB DESCRIPTION
Guest Services & Social Media
Department GUEST SERVICES & SOCIAL MEDIA
Position Executive/Management
Reports to GENERAL MANAGER & GENERAL BOARD
Associates under management GUEST SERVICES / CONCIERGE / PUBLIC RELATIONS
OBJETIVE:
Increase and ensure Guest Satisfaction through the creation of experiences and memories in the Hotel to
generate brand awareness, customer engagement and intimacy with our guests; that will lead into website
traffic and revenue by exploding the social media with personalized interaction to reach the largest possible
audience with in-house guests and targeted social-network users
PROFILE:
 College Degree. * Handling Guest Complains
 Working under pressure. * Advertising Skills
 Customer Service Skills. * Organization Skills.
 English 100% oral & writing. * Sales Person
 Other Language * Interest on being up dated
 Great Service Attitude. * Advertising Skills
 Excellent presentation. * Strategic and Research planning skills
 Schedule Flexibility. * Major OTA’s Experience (Expedia, Booking)
 Interpersonal Skills. * Technical Computer Skills ( SEO, Office ,Internet & Opera)
 Initiative. * SEO Knowledge
 Previous Experience Needed * InDepth Knowledge SM platforms (FB, TA, Inst, Twitter, Blog)
 Team Work. * Follow up on Guest Surveys
 Writing Skills * Pin Point Person
 Extrovert * SM Campaign Knowledge
 Multitasking * Content Creation and moderation
 Listening Skills * Excellent Grammar in both languages
 Emphatic
 Patient
 Advocacy Skills
 Problem- Solving Skills.
 Proactive and Trustworthy.
 Positive Behavior.

2. JOB DESCRIPTION:
GUEST SERVICES
 Contact guest prior arrival and after departure. Feedbacks
 Demonstrates winning Social Customer Service techniques such as empathy, patience, advocacy and
conflict resolution.
 Give personalized attention to guests with the necessary hotel resources.
 Follow up to all special guest requests. (Dinners, Amenities, Reservations, Tours)
 Identify VIPs and follow up on their stay.
 Acting as liaison across the internet by participating on minute by minute online conversations Q&A
 Set up, Coordinate and Supervise all Transfers from and to Airport
 Support Reception when need it
 Ensure quality on external service providers (Tour Companies)
 Set and Achieve Monthly Sale’s Goals with Concierge Team
 Supervise Concierge Team
 Set up, Coordinate and Supervise Tours and Activities sold through Concierge
 Plan and stablish Schedules with Concierge according to hotel’s occupancy (Day’s Off, Vacation,
Permissions)
 Speak and Approach guests when a discomfort or complain at the hotel has presented
 Answer and follow up on negative real-time negative feedbacks to take action and improve the
customer experience in house.
 Help promoting and selling other Hotel Services and upgrades (SPA, F&B and Dive Shop)
GENERAL
 Generate Reports on customer satisfaction and behavior, goals achievements, sales reports, insights,
engagements.
 Deliver customers satisfaction Reports to colleagues.
 Set up and follow up on sending special amenities to followers and VIP guests (Repetitive,
Honeymooners, Special Occasion or requested/paid)
 Set up and follow up guest request with other departments (F&B, FO, Reservations, Groups and
Weddings, Sales, Maintenance, HSK)

3.  Answer all e-mails from guests sent to guestexperience@mahekalplaya.com,
concierge@mahekalplaya.com in less than 24 hours
 Answer phone calls to help planning guest activities or inquires about the Resort
 Weekly Report of arrivals VIPs, Repetitive, Experience Package & Special Groups for Board Meeting
 Monthly reports of insights, website and customer satisfaction, SWOT (Strengths, Weaknesses,
Opportunities & Threats)
 Notify Guests about important events (Mails, Calendar, SM, Website)
 Follow up on special requests from Directional Board.
 Supervise and Follow up with any guest incidental (Medical Care, Security or issues between guests)
 Ability to identify potential negative or crisis situation and apply conflict resolution principles to
mitigate issues.
CONCIERGE
 Act as the point of reference for guests who need assistance or information and attend to their
wishes and requirements
 Welcome customers upon entrance and confirm reservations
 Understand customer’s needs and provide them with personalized solutions by suggesting activities
and facilities provided by the hotel
 Strong knowledge of the hotel's facilities and services and of the surrounding community.
 Provides guests with information about attractions, facilities, services, and activities in or outside the
property
 Assists guest with reservations for air or other forms of transportation when requested. Obtains
necessary itinerary tickets.
 Assists guest with reservations for the parks, attractions and other forms of entertainment when
requested. Obtains necessary tickets and provides directions to facilities.
 Set up and follow up on sending special amenities to followers and VIP guests (Repetitive,
Honeymooners, Special Occasion or requested/paid)
 Coordinate guest request with other departments (F&B, FO, Reservations, Groups and Weddings,
Sales, Maintenance, HSK)
 Answer phone calls to help planning guest activities or inquires about the Resort
 Notify Guests about important events IN HOUSE Letters
 Follow up on special requests from Management
 Assistance with any guest incidental (Medical Care, Security or issues between guests)

4.  Ability to identify potential negative or crisis situation and apply conflict resolution principles to
mitigate issues.
MARKETING
 Clear Objectives: Set realistic Goals
 Perfect knowledge of the area and surroundings to ensure the information given to the guest by any
mean of communication is accurate.
 Help with website Translations
 Assist managing in house Social Media Campaigns
 Work with colleagues to create brand awareness on different sectors.
 Monitor Guest and Partnerships satisfaction through research (online & direct survey)
 Identify opportunity areas of improvement
 Post and Advice any event, that might affect or benefit the quality of service to guests
PUBLIC RELATIONS
 Take Responsibility for External PR & Marketing hosting events and press guests to maximize
opportunities for communication (FAM Trips)
 Identify Press opportunities for branding and enhancement.
 Keep diary of press communications.
 Develop and disseminate messages proactively
 Create, ensure and endure B2B Relations with Tour Operators, Transfer Companies, Restaurants and
other Service Providers to maximize Guests Satisfaction through WOM with Guests
SOCIAL MEDIA
 To be responsible for all social media activity (Twitter, Facebook, Instagram, Trip Advisor, Yelp, Blog)
 Answer every inquire, doubt or comment sent/posted through social media to create engagement
with past, current, future or possible guests.
 Monitor, listen and respond to users in a “Social” way while cultivating leads and sales.
 Manage efforts in building online reviews and reputation. Monitor online reviews and respond to
each review
 Coordinate with other departments to generate SM content to manage, improve and maintain
online reputation, identify key players and coordinate action.
 Build social media strategy through competitive research, platform determination, benchmarking,
messaging and audience targeting.
 Generate, edit, publish and share daily content (original text, images, video, blogging) that build
connections and encourages members to take action
 Create editorial calendars & schedules.

5.  Cultivation of leads and sales through SM
 Analyze social data/metrics, insights and best practices and generate continuous improvements.
 Supervise and coordinate the on-site content generation (Pictures, Promos, Videos, Text)
 Supervise Translations of all generated content from partners (Zimmerman)
 Monitor that all the Content & Hotel Description, Pictures, Promos, Savings & Campaigns are
accurate and without leaks of misinterpretation
 Help DOSM to create Brand Development and awareness through SM engagement and turn “Fans”
in to customers
 Answer and follow up on negative feedbacks posted on Social Networks.
 Oversee design (Facebook Timeline cover, profile pic, thumbnails, ads, landing pages, Twitter profile,
Blog, etc.).
 Monitor trends in social media tools, applications, channels, design and strategy.
 Implement ongoing education to remain highly effective.
 working knowledge of principles of SEO including keyword research and Google Analytics. Highly
knowledgeable in the principles of “Search and Social.”
SIGNATURE
Area Director General Manager Name & Signature