Director of Marketing Communications

• Manage day-to-day activities of select social media channels.
• Research and image sourcing of Social Media creative content.
• Provide day-to-day support on select social media channels.
• Help distribute content across social platforms, content calendar, content library, adding new content of events etc.
• Optimize tags across multiple distribution outlets. Linking content to ongoing local, national and global events; both within the bars industry but also all lifestyle related occurrences
• Monitor community feedback in real-time and assist with fan engagement.
• 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 with content seeding efforts.
• Establish a positive online presence for the hotel(s) by integrating property-specific and brand messaging in a compelling and valuable way for participants.
• Provide day-to-day analysis of data from listening and GMS tools.
• Create and manage reporting, profile moderation, outreach activities, etc.
• Develop relationships with clients and working closely with them to learn their business and communication needs.
• Interact with corporate e-commerce, strategic alliances and other corporate departments to verify leadership of the hotels in any e-marketing opportunities.
• Research social media opportunities for all market segments: business transient, leisure, group catering and food and beverage.
• Assist with development and pull-through of social media and digital marketing strategy and overarching reports.
• Keep apprised of all relevant client, industry and market developments.
• Uncover solicitation opportunities for managers in each market.
• Serve as a resource for the sales and operations team regarding Internet distribution issues, questions, or new programs.
• Observe, receive, and otherwise obtain information from all relevant sources.
• Establish long-range objectives and specify the strategies and actions to achieve them.
• Analyze information and evaluate results to choose the best solution and solve problems. Produce a monthly social media report and present this at the regular PR meeting
• Develop, design, or create new applications, ideas, relationships, systems, or products, including artistic contributions.
• Verify marketing communications support regional, market, and hotel business objectives and goals.
• Support execution and fulfillment of projects as outlined on marketing communications plans.
• Verify adherence to Marketing Communications standards, brand standards, and format guidelines.
• Develop strong working relationships with outside vendors to verify quality, cost effective creative executions.
• Verify marketing information provided to the properties is accurate, complete, timely, and enables hotels to meet or exceed guest expectations.
• Responsible for updating Website content for all owned and partner platforms ( online & print)

• Works on Email Newsletters strategy & distribution
• Manage PR Activities through PR and attends bi-weekly PR and marketing Meeting
• Work with Sales Team on promoting all event spaces effectively on all online/ offline channels.
• Working with the Digital marketing on managing all social channels for all outlets, this includes; content calendar, content library, adding new content of events etc. and in partnership with Creative
• Creation of the monthly newsletters through content gathering from the Sales Team and F&B team
• Manage the relationship with industry press for any and all events as well as award nominations
• Liaise with graphic design to ensure all marketing material is on brand and signed off
• Establish and work in partnership to ensure all website content and online presence is up to date and on brand
• Manage the marketing budget for the hotel alongside of the DOSM
• Creates Menus, Invitation, marketing material, adverts etc.

• Address guests' service needs in a professional, positive, and timely manner.
• Thank guests with genuine appreciation and provide a fond farewell.
• 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 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.
• Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events).

• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Inform and/or update the executives, the peers and the subordinates on relevant information in a timely manner.
• 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.

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Work with other people to gather the information necessary to manage projects, achieve goals, and resolve problems.

• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Protect the privacy and security of guests and coworkers.

• Bachelor's degree in Business or Management.
• At least 2 years' experience in similar position in luxury hotel.
• Competent in computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.

Capella Hotels & Resorts