Social Media Engagement Assoc

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Profile Title:

Social Media Engagement Assoc

Job Code:

12882

Business_Title

Social Media Engagement Assoc

Profile Title:

12882 Social Media Engagement Assoc

Grade / Band:

IC2

FLSA Status:

Exempt

The Social Media Engagement Associate identifies emerging trends, service issues, and opportunities with direct impact on department results. This role leads cross-functional collaboration with Marketing, Guest Services, Operations, and Property Leadership, translating insights into actionable recommendations that drive improvements across marketing initiatives, guest experience, and operational processes. The candidate is responsible for recommending enhancements to workflows and procedures to solve problems, improve effectiveness, and achieve operational objectives within the job area.

Develop and implement community engagement strategies across social platforms, establishing procedures and standards that ensure timely, professional, and brand-aligned responses to guest interactions, comments, and inquiries.

Manage the prioritization, categorization, and resolution of social engagement and guest concerns while maintaining established response time standards and service level expectations.

Exercise sound judgment in responding to sensitive guest issues, reputational risks, and emerging situations while escalating complex matters to appropriate internal stakeholders.

Monitor social platforms and social listening tools to identify engagement opportunities, guest sentiment trends, service concerns, and potential reputation risks. Lead cross-functional collaboration with Marketing, Guest Services, Operations, and Property Leadership to coordinate service recovery, align on brand response strategies, and ensure timely resolution of guest concerns.

Serve as a subject matter expert (SME) in community engagement best practices, establishing and evolving response frameworks, templates, and escalation protocols that ensure consistency with brand voice, service expectations, and operational standards.

Document recurring themes, guest feedback trends, and frequently asked questions to improve response efficiency and inform internal teams.

Conduct accurate analysis of guest sentiment, engagement data, and recurring feedback, translating findings into strategic recommendations with direct impact on marketing initiatives, guest experience improvements, and operational efficiencies across closely related job areas.

Support real time engagement during campaigns, brand moments, announcements, and events to amplify positive interactions and strengthen brand affinity.

Identify emerging issues, risks, or opportunities that may impact guest perception and proactively surface insights to relevant stakeholders.

Lead social reporting efforts by completing accurate analysis of engagement activity, sentiment trends, and guest experience insights, delivering findings that directly inform strategic decision-making at the department level.

Recommend and implement enhancements to community engagement workflows, response frameworks, and social listening processes to solve operational problems, improve job area effectiveness, and deliver measurable impact on guest satisfaction and brand reputation.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

Bachelor's Degree

In Communications, Marketing, Hospitality, Business, or related field

Preferred

2+ Years of Prior Relevant Experience

In customer service, social engagement, hospitality, guest relations, or community management

Required

Work varied shifts, to include weekends and holidays.

Required

Experience responding to guests or customers in a digital or service environment.

Preferred

Experience with social media engagement or listening platforms (Sprinklr or similar SaaS tools).

Preferred

Experience within Hospitality, Entertainment, Media, Public Relations, or service-driven industries

Preferred

Bi-lingual, Spanish.

Preferred

Proficient in Microsoft Office and Google project management web-based tool.

Preferred

Strong written communication skills with the ability to adapt tone across multiple brand voices.

Excellent customer service and interpersonal skills to effectively communicate with guests and internal partners.

Ability to remain calm, professional, and solution-oriented when handling escalated or sensitive situations.

Ability to manage multiple conversations and priorities simultaneously in a fast-paced environment.

Strong judgment in determining when to respond, escalate, or coordinate with internal teams.

Ability to identify sentiment patterns and recurring themes from guest interactions.

Able to effectively communicate in English, in both written and verbal forms.

Ability to communicate concisely and logically in a timely manner while maintaining confidentiality.

Balancing

X

Bending

X

Carrying 10 pounds

X

Clear speech - simple

X

Clear speech - complex

X

Climbing

X

Distant vision

X

Driving

X

Flexibility - upper body

X

Flexibility - lower body

X

Hearing/Listening

X

Kneeling

X

Lifting 10 pounds

X

Near vision

X

Normal vision

X

Pushing/Pulling

X

Reaching

X

Sitting

X

Standing

X

Typing

X

Walking

X

Communication - verbal

X

Communication - written

X

Confined area

X

Contacts - works alone

X

Contacts - works around others

X

Contacts - works with others

X

Exposure to dust / dirt

X

Exposure to fumes / odors

X

Extreme cold

X

Extreme heat

X

Fast pace

X

Hazardous conditions - chemicals

X

Hazardous conditions - high structures

X

Hazardous conditions - high voltage

X

Indoors

X

Noise levels - low to moderate

X

Noise levels - high

X

Office conditions

X

Outdoors

X

Restricted area

X

Shifts

X

Smoke

X

Travel

X

Wet/Humid

X

Analytical

X

Clerical

X

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

X

High pressure

X

Judgment

X

Long hours

X

Math skills - advance

X

Math skills - basic

X

Organization

X

Reading - simple

X

Reading - complex

X

Repetition

X

Tight deadlines

X

Writing - simple

X

Writing - complex

X