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Online Community Coordinator

Country: UK

City: London

Hotel/Office/Restaurant: Regional Office United Kingdom

Department: Distribution

Type of employment: Full-time

Level: Team member

Date posted: 14/05/2019

Closing date: 10/11/2019


Love interacting with customers and providing great service?  Have an affinity towards executing projects? Take the next step in your career with us as Online Community Coordinator within our Customer Service & Reputation Management team. PPHE is an ideal company for you to develop your skills and shine in a collaborative team environment.


Description of the Company:

At Park Plaza we love to celebrate the individual. We believe every one of our team members has a contribution to make and personal touch to share with our guests and colleagues. We’re always striving for excellence and know that if we invest in our team members, they’ll invest in us. For an engaging work environment where the little things are celebrated along with the major milestones, you’ve come to the right place.


Objective of the role:

The objective of the role is to execute a customer centric approach to dealing with customer enquiries, requests and complaints via social platforms, monitor brand mentions on social media, listen to feedback, engage with online community and influence brand perception on social media for hotels in the portfolio of PPHE Hotel Group (Park Plaza and art’otel brands)

This is a new position in a recently created department, which will allow the ideal candidate to grow in to the team and make an impact on the business.


What you’ll be doing:


Customer Service

    • Monitor complaints, questions, reviews and comments on social media platforms including but not limited to Facebook, Twitter, and Instagram
    • Handle direct messages and comments from customers
    • Be a point of contact between customers and business
    • Resolve problems by clarifying the customer's issue, determining the cause and working with internal teams on the best solution
      Community Management
    • Monitor mentions of our hotels and brands on social media platforms including but not limited to Facebook, Twitter, and Instagram
    • Engage with our online community - including but not limited to replies and reactions on posts
    • Identify and represent the brand on relevant communities to increase brand awareness,  build positive perception and create brand evangelists
    • Work with (micro) influencers to grow online community
      Analysis and Reporting
    • Monitor and report on customer service resolution times as well as  key areas of improvement that lead to most frequent customer service concerns
    • Social media engagement and sentiment analysis
    • Monitor competitors’ activities
      What we are looking for:
    • Experience in a customer oriented role - either in the field of Customer Relations, Customer Service or Reputation Management
    • Strong familiarity with social platforms, especially Instagram, Twitter, Facebook and Whatsapp
    • Enthusiasm in interacting with customers online
    • A self-starter who believes in solving problems and ensuring that customers are happy
    • Ability to adapt and work in a dynamic environment
    • Ability to understand business requirements and report on relevant data
    • Ability to multitask and coordinate projects
    • Strong attention to detail
    • Creative writing skills.
    • Fluent in reading, writing and communicating in English (required). Fluency in Dutch or German is a considerable plus.
    • Willingness to travel

Park Plaza isn’t just a great place to work - it’s a great place to take your career to the next level! We love seeing our team members fulfil their potential and always work together to achieve more with our learning & development offering, enhanced training and competitive salary and benefits.

You will be invited to an “Inspiring Stay” in your hotel, so that you can live the experience and you will also benefit from our Employee and Friends & Family rates available in all Park Plaza and Radisson hotels worldwide!
From the everyday uplifting moments to huge achievements and everything in between, we’re there every step of the way. Park Plaza. Be part of it.

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