Customer Experience and Social Media Manager at Elvaridah

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