POSITION OVERVIEW

As the Digital Guest Services Manager, you will be responsible for overseeing and leading our social media customer care team. Your primary focus will be to ensure that our customers receive timely and exceptional support through social media channels. Your leadership, communication skills, and commitment to delivering outstanding customer service will be instrumental in building and maintaining positive relationships with our online community.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Lead and manage the social media customer care team, providing guidance, support, and mentorship to team members
• Set performance goals and KPIs for the team, conducting regular performance evaluations and providing constructive feedback
• Foster a positive and collaborative team culture that prioritizes excellent customer service
• Oversee the management of incoming customer inquiries, comments, and messages across various social media platforms
• Ensure all customer queries are handled promptly and professionally, addressing issues, providing solutions, and escalating complex matters as necessary.
• Monitor social media channels to identify and resolve customer service-related issues proactively
• Develop and implement strategies for managing social media crises and sensitive customer situations effectively
• Work with cross-functional teams, including PR and marketing, to coordinate responses and ensure a unified approach to crisis management
• Utilize social listening tools to monitor online conversations and customer feedback, providing insights to improve our products and services
• Analyze social media trends, sentiment, and feedback to identify opportunities for enhancing the customer experience
• Foster meaningful engagement with our online community, responding to positive interactions, and nurturing brand advocates
• Identify and collaborate with influencers and brand ambassadors to amplify positive messaging about our products and services
• Continuously evaluate and improve digital guest service processes to enhance efficiency and effectiveness
• Generate regular reports on social media customer care metrics, analyzing performance and presenting insights to the management team
• Ensure that the Digital Guest Services team adheres to company policies, industry regulations, and social media platform guidelines
• Stay updated on social media best practices and trends to maintain compliance and provide relevant training to the team
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• Bachelor's degree in Marketing, Communications, Business, or a related field
• Proven experience (at least 5-7 years) in social media management, customer service, or community management, with at least 2 years in a leadership or managerial role
• Strong understanding of social media platforms, trends, and customer behavior
• Excellent communication and interpersonal skills, with the ability to interact with customers and team members professionally and empathetically
• Demonstrated ability to handle and resolve complex customer issues and crises
• Proficiency in social media listening and management tools
• Analytical mindset with the ability to extract insights from social media data and metrics
• Strong leadership and team management skills, with a focus on developing and motivating team members
• Ability to adapt to a fast-paced, dynamic environment and manage multiple priorities
• Understanding of brand reputation management and its importance in the digital age
• Must be willing and able to work a flexible schedule to include nights, holidays, and weekends
• Work in a fast-paced, busy, and somewhat stressful environment

SUPERVISORY RESPONSIBILITIES

This position will supervise a Digital Guest Services Specialist.

DIVERSITY COMMITMENT

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.

CERTIFICATES, LICENSES, REGISTRATIONS

Member must be able to qualify for licenses and permits required by federal, state, and local regulations.

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision.

The Member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.

PAY TRANSPARENCY

Fontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company's success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.

In alignment with our Company culture, we will strive to communicate openly about the goals of the Company and the design of the compensation program. The compensation process is designed to be fair and simple so that all Members and managers understand the Company's goals and future career development opportunities for upward mobility.

SALARY

$75000 per year - $85000 per year