รายละเอียด

JOB PURPOSE
To be the frontline digital voice of Wyndham Grand Nai Harn and Natai Beach Resort across all social media channels — responding to enquiries, converting conversations into confirmed bookings, and driving sales through proactive, service-led engagement. This role bridges marketing, reservations, and sales, ensuring every social media touchpoint is handled promptly, professionally, and with a clear focus on revenue conversion.
KEY RESPONSIBILITIES
Social Media Enquiry Management & Sales
• Monitor and respond to all enquiries across social media channels (Facebook, Instagram, LINE, WhatsApp, TikTok, and other platforms as applicable) for both properties
• Convert enquiries into confirmed room and F&B bookings, applying upselling and cross-selling techniques
• Manage response times in line with brand service standards
• Own and deliver monthly Sales KPIs tied to social media–driven bookings, advertising performance, and promotional campaigns
Reservations Support
• Process room and F&B reservation requests received via social/digital channels, liaising with the Reservations and F&B teams to confirm availability, rates, and special requests
• Ensure accurate entry of bookings into the PMS/booking system
• Handle amendments, cancellations, and guest requests professionally and promptly
Marketing Coordination
• Support the Digital Marketing Manager with scheduling and coordination of social media posts, promotions, and campaigns
• Assist with content coordination (gathering photos, copy approvals, translations) for social pages
• Track and report on engagement, enquiry volume, and conversion metrics from social channels
• Coordinate between the two properties to ensure consistent brand voice and promotional alignment
General
• Maintain up-to-date knowledge of hotel promotions, room types, F&B offers, and packages for both properties
• Escalate complex or sensitive guest matters to the Digital Marketing Manager or relevant HOD
• Represent the brand's service culture in every guest interaction, written or verbal
SALES KPIS (EXAMPLES)
• Number of qualified leads converted to confirmed bookings via social channels
• Revenue generated from social media–originated bookings (rooms & F&B)
• Response time to enquiries
• Engagement/conversion rate on paid social promotions and posts
QUALIFICATIONS & EXPERIENCE
• Prior experience in a hotel environment, with working knowledge of Food & Beverage and Rooms Division enquiry handling
• Prior exposure to reservations, guest relations, or hotel sales & marketing strongly preferred
• Experience managing hotel social media channels or digital guest communications is an advantage
SKILLS & ATTRIBUTES
• Strong service mindset with a sales-oriented approach
• Fluent in Thai (written and spoken) — required
• Good command of English (written and spoken) — required
• Confident, friendly, and professional communication style suited to social media
• Ability to multi-task across two properties and multiple channels simultaneously
• Comfortable working independently during evening/weekend peak enquiry periods
• Basic understanding of social media advertising/promotion mechanics (boosted posts, targeting, etc.) is a plus
WORKING CONDITIONS
• Based at Wyndham Grand Nai Harn, supporting Natai Beach Resort remotely/coordinated
• 5 days per week, shift hours 11:00 AM – 9:00 PM
• Days off vary by roster; regular weekend work required due to peak social/booking activity