Customer Experience and Social Media Manager at Elvaridah

Job Overview

• We are seeking a passionate and customer-focused professional to manage both the customer experience and social media marketing for our shortlet property located in Garki, Abuja. 
• This role combines hospitality expertise with digital marketing skills. 
• The ideal candidate will ensure exceptional guest experiences while also driving our online presence and increasing our customer base. In addition to social media efforts, the role will include traditional marketing strategies to attract new clients. 
• The successful candidate will need to be physically present at the property 3-4 times a week (or as needed) to manage operations and engage directly with guests.

Key Responsibilities
Customer Experience Management:

• Supervise the daily operations of the shortlet property to ensure the highest levels of guest satisfaction.
• Serve as the primary point of contact for guests, addressing their needs promptly and professionally.
• Handle guest feedback and complaints, taking immediate action to resolve any issues and elevate the guest experience.
• Ensure property amenities are operational and that the space remains clean, welcoming, and well-maintained.
• Oversee the check-in and check-out process, ensuring it is seamless and hassle-free.
• Build strong relationships with guests to foster repeat bookings and positive reviews.

Social Media Marketing:

• Develop and implement a comprehensive social media marketing strategy to promote the shortlet property across various platforms (Instagram, Facebook, Twitter, etc.).
• Create engaging content (photos, videos, captions) that highlights the property’s features, guest experiences, and unique offerings.
• Monitor and analyze social media performance, adjusting strategies to optimize engagement and reach.
• Respond to inquiries, messages, and comments on social media in a professional and timely manner.
• Partner with influencers, bloggers, and other potential collaborators to enhance brand visibility and awareness.
• Stay updated on the latest trends in social media marketing and customer engagement.

Traditional Marketing & Customer Base Expansion:

• Implement traditional marketing techniques (flyers, brochures, local partnerships, etc.) to attract new customers and raise brand awareness.
• Engage with local businesses, communities, and organizations to build relationships and increase bookings.
• Develop and execute strategies that combine both digital and traditional marketing efforts to expand the customer base.

Leadership & Team Coordination:

• Supervise and coordinate a small team (cleaning, maintenance, etc.), ensuring tasks are performed efficiently and to high standards.
• Provide training and support to staff on guest relations, communication, and quality expectations.
• Lead by example, showing a commitment to excellent customer service and professionalism.
• Implement and maintain effective operational systems to track guest satisfaction, bookings, and service quality.

Qualifications

• Candidates should possess relevant qualifications in a related field.
• Minimum of 2 years of experience in customer service or hospitality, with a focus on leadership roles.
• Proven experience in social media management and digital marketing, particularly in the hospitality industry.
• Strong experience with traditional marketing methods and customer acquisition strategies.
• Excellent communication, organisational, and problem-solving skills.
• Strong leadership skills with the ability to motivate and manage a team.
• Ability to work independently and take initiative in both guest relations and marketing activities.
• Creative mindset with skills in content creation (photography, videography, writing).
• Flexible schedule and availability to be on-site 3-4 days a week (or as the job requires).
• Proficiency in social media tools and analytics platforms (e.g., Instagram Insights).
• A passion for delivering outstanding guest experiences and a keen eye for detail.