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Guest Relations & Social Media Coordinator

Mendocino Farms Los Angeles, CA

  • Posted: 25 days ago
  • Full-Time
Job Description

As the Guest Relations & Social Media Coordinator at Mendocino Farms, you’ll be responsible for creating Raving Fans through above and beyond communication with our guests. You’ll use your creativity, empathy, and enthusiasm to build relationships with our guests, making them feel heard and more connected with the brand. Equally important, you’ll represent and vocalize the voice of our guests within the organization. You’ll take pride in representing our guests and help drive change within the org (GBED) based upon guest feedback and trends.

As one of the most critical touch points with the guest, and therefore our brand, this role will sit within Sales & Marketing and report into the Vice President of Brand & Marketing. The three main objectives of the Guest Relations & Social Media Coordinator are as follows:

  • To support our operators by delivering timely feedback that empowers our teams to provide exceptional guest experiences
  • To evangelize our guests and turn our disgruntled guests into Raving Fans
  • To help us take our brand presence on social media to the next level

 

Responsibilities:

  • Owning our communication and coverage strategy to field guest questions and complaints across feedback channels, including social.
    • Channels to monitor include: Zendesk, Yelp, Google, Instagram, Twitter, Facebook, LinkedIn
    • Creating above and beyond experiences that deepen the guest’s relationship with our brand (surprising and delighting guests with our responses vs. just air traffic controlling)
  • Becoming a Zendesk and Yext subject matter expert to become as efficient, timely, and impactful as possible across both guest management platforms
    • Continuously evolving our library of responses to stay fresh and on-brand
  • Support operations by delivering real-time and monthly feedback to store leadership (both positive and negative)
    • Critically problem-solving common complaints by flagging trends & partnering cross-functionally to recommend and implement preventative measures; proactively creating a better guest experience
  • Working proactively to think about the guest experience (and any potential watchouts), as we roll out new technologies, partnerships, and offerings. Getting ahead of questions and issues.
  • Owning our social media presence and engagement
    • Partner to the rest of the Sales & Marketing team on the deployment of our social media content calendar
    • Social media trend tracking & proactive pitching of opportunities
    • Management of influencer relations in partnership with agency partner, Jackson Spalding
    • Creative ideation around social campaigns and surprise & delight moments for guests

 

Requirements:

  • 1-2 years’ experience in social media and a passion for the space
  • Previous experience in a customer service or hospitality function
  • Strong written and verbal communication
  • A guest experience mindset: has good judgement about how to access and resolve a customer problem in a thoughtful way (strong EQ)
  • Resilience and can-do attitude
  • Self-starter who can work well in an “all hands-on deck” environment; must be able to operate with little supervision in a dynamic environment
  • Ability to compartmentalize and not take guest feedback personally
  • People person who genuinely enjoys engaging with others; building relationships is the foundational block of this position
  • Exceptional organizational skills
  • Ability to identify opportunities for process improvement that contributes to a first-class guest experience
  • Is adept at pattern recognition, and can act quickly to rally the right people to act on trends
  • Does the ordinary and an extraordinary level
  • Selfless team player
  • Creative and innovative mentality

Benefits include:

  • Competitive salary
  • Meal privileges
  • Health benefits
  • 401k Plan
  • Paid Vacation

Physical Requirements

  • Must be able to lift 25 pounds.
  • Sitting / standing 6-8 hours.
  • Hand use: single grasping, fine manipulation, pushing and pulling
  • Work requires the following motions: bending, twisting, squatting and reaching

There is no “I” in Mendo

Mendocino Farms is an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. Mendocino Farms will consider qualified applicants with criminal histories for employment in a manner consistent with the requirements of the Fair Chance Initiative for Hiring.

* Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Mendocino Farms

Address

Los Angeles, CA
91604 USA

Industry

Tourism

View all jobs at Mendocino Farms

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