Social Media Intern

Job Description

Position: / Social Media Intern / Date: / October 2015
Business Unit: / Hotel and Resorts
Department: / Sale and Marketing
Reports to: / Sales and Marketing Coordinator
Career Band:

POSITION SUMMARY

Prepare or edit letters, invitations, monthly and quarterly reports,

Assists in coordination of online and digital rooms, food and beverage promotions.

Assists in Maintaining and updating all web sites.

Coordinates offers and information for digital and social publications and inserts with regard to brand.

Participates in all property imaging work (e.g., signage).

Ensures consistent marketing message is communicated in all digital and social advertising and collateral efforts.

Evaluates new digital and social marketing opportunities for the property.

Ensures property is represented on all quality internet sites that have the potential of providing business.

Keeps detailed files and records on all matters relative to property's marketing materials (photo usage rights, contracts, etc.).

Ensures that property is following all corporate digital and social marketing guidelines.

Able to communicate online responses to questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events).

Perform general office duties to support Sales & Marketing (e.g., filing, sending emails, typing, faxing, copying).

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

CORE RESPONSIBLITIES

Arrive at work on time in the correct attire, conforming to the Melbourne Marriott Grooming LSOP.

Obtain a solid knowledge of the hotel product including room types, rates, food and beverage outlets and other hotel features and guest facilities.

Support and abide with the Melbourne Marriott Hotel LSOP’s pertaining to Anti–Discrimination, Sexual Harassment, Equal Employment Opportunity and Guarantee of Fair Treatment.

Understand and demonstrate the Marriott Basics.

Perform all duties to satisfy the Marriott “Business Ethics” value system of integrity, fairness, respect, honesty and trust.

Be aware of all-environmental practices, policies and procedures and implement these on a daily basis.

Be aware and adhere to all Melbourne Marriott Occupational Health and Safety and Security policies and procedures.

Support the Marriott “Information Protection Policy” and conform to all requirements of the authority.

Perform any reasonable task as requested by management.

CRITICAL TASKS

Social Media

Support the day-to-day activities for social media channels.

Understand and assist in long-range objectives, strategies and actions to achieve them.

Manage active and engaged communities around a defined topic or topics by managing long-lead editorial calendars, monitoring online conversations.

Participate in online conversations to build Brand visibility, customer satisfaction and marketing/ecommerce support.

Assist in supporting a positive online presence for the hotel(s) by integrating property-specific and Brand messaging in a compelling and valuable way for participants.

Provide measurement of the impact of online presence to the hotel’s overall business

E-Commerce

Assisting in promoting the hotel and creation of brand awareness in the digital space, identifying opportunities to expand and managing social communities through conception, development, copywriting and engagement.

Assists with the content calendar for social media.

Helps to analyze and share content, updates and data for all social media platforms including, but not limited to hotel blog, Facebook, Twitter, YouTube, Instagram, Four Square etc.

Assists to establish new and maintain existing social media relationships by proactively engaging indiscussion surrounding hotel’s content, services and brand.

Listens to and monitors all social media outlets: pages, sites, blogs, etc. on daily basis and post/respond on particular topics or in response to other posts/comments.

Identifies and explores opportunities and channels with third party for new initiatives in digital media platforms.

Assists in the website maintenance and updates all e-commerce activities.

Assists in organizing all hotel clippings.

Assists to compile monthly status report on publicity generated from all media channels

Policies and Procedures

Maintain confidentiality of proprietary materials and information.

Protect the privacy and security of guests and coworkers.

Follow company and department policies and procedures.

Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

Perform other reasonable job duties as requested by Supervisors.

Guest Relations

Address guests' service needs in a professional, positive, and timely manner.

Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

Thank guests with genuine appreciation and provide a fond farewell.

Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Communication

Speak to guests and co-workers using clear, appropriate and professional language.

Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

Talk with and listen to other employees to effectively exchange information.

Working with Others

Support all co-workers and treat them with dignity and respect.

Develop and maintain positive and productive working relationships with other employees and departments.

Partner with and assist others to promote an environment of teamwork and achieve common goals.

Physical Tasks

Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Sales

Perform general office duties to support Sales & Marketing (e.g., filing, sending emails, typing, sending outgoing faxes, delivering incoming faxes, copying, opening or distributing mail).

CRITICAL COMPETENCIES

Analytical Skills
  • Computer Skills
  • Learning
/ Interpersonal Skills
  • Team Work
  • Interpersonal Skills
  • Customer Service Orientation
  • Diversity Relations
/ Communications
  • English Language Proficiency
  • Communication
  • Listening
  • Telephone Etiquette Skills
  • Writing
  • Applied Reading

Personal Attributes
  • Dependability
  • Integrity
  • Positive Demeanor
  • Presentation
  • Initiative
/ Organization
  • Detail Orientation
  • Time Management
  • Multi-Tasking
  • Planning and Organizing
/ Desired skills
  • Indesign and photoshop
  • Photography

PREFERRED QUALIFICATIONS

Education / High school diploma/G.E.D. equivalent
Related Work Experience / At least 1 year of related work experience
Supervisory Experience / No supervisory experience is required

ENVIRONMENTAL RESPONSIBLITIES

The Hotel requires that you will be aware of all-environmental practices, policies and procedures and implement these on a daily basis. It is expected that you will have a sound understanding of the Hotel's Environmental Vision and spread awareness amongst fellow team members. Your ideas and initiative are expected in the ongoing development and enhancement of the Hotel's Environmental Program.

DIVULGING OF HOTEL INFORMATION

The Hotel requires that you will not (either during or after your employment) without the Hotel's written consent; divulge any information concerning the Hotel or any associated hotels or any of their dealings, transaction or affairs which may come to your knowledge during or in the course of your employment with the company.

OCCUPATIONAL HEALTH AND SAFETY REQUIREMENTS

All supervisors and managers are to take a responsible approach to OHS for themselves and others. Cooperating with the employer and associates. This will assist in maintaining a safe workplace by:

Using, when appropriate, all personal protective equipment supplied (E.g. gloves, safety goggles)

Following all safe work procedures

Attending all relevant training

Not interfering with safety equipment/ procedures e.g. inappropriate use of fire extinguishes, blocking of fire exits.

Reporting all near misses and accidents immediately to their manager

Notifying the OHS consultant/ manager of any unsafe acts or conditions

Attempting to resolve simple OHS issues as they arise or referring them to the OHS consultants

Taking reasonable care of others

Investigating accidents

Conducting inspections and risk assessments in your area

Implementing and enforcing OHS policies and procedures e.g. Fire safety, safe handling of chemicals and manual handling techniques.

Training associates in OHS matters

Responding to associates OHS queries and concerns

To report all workplace hazards immediately e.g. electrical cords across walkways, poor lighting, faulty electrical equipment, incorrectly stored boxes or obstructed exit doors.

Supervisors and managers must be aware of their legal obligations under the OHS Act to attend to OHS issues that they control, know of or influence.

“THE SPIRIT TO SERVE”

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Signature: AssociateSignature: Human Resources Manager

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Date: AssociateDate: Human Resources Manager

Melbourne Marriott

Job Description –Sales & MarketingPage 1