Customer Service/Social Media Representative

Urielsprout Limited

Marketing & Communications

Responsibilities:

Content Creation & Management:

• Develop original and visually appealing content for Instagram, Facebook, TikTok, and other platforms.
• Plan and schedule posts using social media management tools.
Capture real-time photos/videos from hotel events, facilities, and guest experiences.

Community Engagement:

• Respond to comments, DMs, reviews, and inquiries in a timely and courteous manner.
• Monitor online reputation and flag potential PR concerns.
Drive engagement through polls, contests, stories, and trend-based content.

Analytics & Reporting:

• Track performance metrics (reach, engagement, impressions, clicks).
• Provide monthly reports on growth and recommend strategies to improve performance.
Monitor competitor pages and industry trends.

Collaboration:

• Work with the marketing and customer service teams to align offline and online guest experience.
Coordinate with photographers or designers when needed.

Requirements:

• OND/HND/BSc in Marketing, Mass Communication, Digital Media, or related field.
• Minimum of 1 year of relevant social media management experience (hospitality experience is a plus).
• Strong content writing, photography, and basic video editing skills.
• Familiarity with Canva, CapCut, or similar design tools.
• Knowledge of Meta Business Suite, Instagram Insights, and basic SEO is an advantage.
• Strong understanding of audience engagement and social media trends.
Reliable, organised, and responsive to deadlines.

Key Skills & Attributes:

• Creativity: Brings fresh, vibrant ideas to social media content.
• Digital Literacy: Navigates multiple platforms and tools comfortably.
• Visual Storytelling: Can turn ordinary hotel experiences into shareable moments.
• Engagement Focused: Understands audience behaviour and adapts strategy accordingly.
• Brand Awareness: Maintains the voice and tone of the hotel consistently.