Job Description

Job Summary

The Community Coordinator is responsible for fostering an engaging online presence and positive community sentiment for

Hotel X Toronto

and its affiliated brands (

10XTO

and

Guerlain Spa

). This role serves as the voice of the hotel across social media and review platforms, ensuring timely, professional communication that enhances guest satisfaction and brand loyalty. The Community Coordinator will monitor and respond to online feedback, create and coordinate content in collaboration with the marketing team, and liaise with internal departments to keep our guest and member community informed and delighted. Through active engagement and diligent oversight of online channels, the Community Coordinator helps maintain our brand's reputation and builds a vibrant, loyal community of guests and members.

Role and Responsibilities

Social Media Management:

Manage and actively post on Hotel X Toronto's social media channels, as well as those of 10XTO and Guerlain Spa. Engage with followers by responding to comments and direct messages in a timely, friendly, and professional manner to foster an interactive online community.

Content Collaboration:

Work closely with the marketing content team to create and share compelling content (e.g. Instagram Reels, Stories, posts) that showcases our hotel experiences and amenities. Occasionally assist in on-site content creation (photo/video capture) to ensure fresh and relevant visuals for social channels.

Online Reputation Management:

Monitor guest reviews and mentions across various platforms (including Google, TripAdvisor, Yelp, Facebook, and others). Respond to reviews and feedback promptly and courteously, addressing any concerns and thanking guests for positive feedback. Maintain a consistent brand voice in all responses and follow company guidelines for handling negative reviews or sensitive comments.

Community Engagement:

Serve as a primary point of contact for our online community. Proactively engage with guests and 10XTO members by sharing updates, answering questions, and initiating conversations that build relationships and encourage loyalty. Ensure that member inquiries or concerns (especially from 10XTO members) are addressed or escalated to the appropriate department as needed.

Internal Communication:

Clearly communicate key updates, events, and announcements to the

10XTO member base

and other targeted guest groups through designated internal channels (such as newsletters, TV screens, email blasts, or member portals). Ensure messages are well-written and aligned with our brand tone, keeping members informed about club news, schedule changes, promotions, or special events.

Analytics and Reporting:

Track basic social media and community engagement metrics to gauge the health of our online presence. Prepare light analytics reports detailing growth, engagement rates, audience sentiment, and common feedback themes. Share insights with the Marketing & Communications team, and recommend ideas to improve content strategy or guest satisfaction based on the data.

Cross-Functional Collaboration:

Collaborate with various hotel departments (Guest Services, Marketing, Food & Beverage, Spa, Athletic Club, etc.) to gather accurate information and promptly resolve guest inquiries or issues raised online. Ensure that responses to community questions or reviews are accurate and reflect the latest operational updates. Work with these teams to stay informed about hotel happenings so that online content and replies are current and factual.

Brand Advocacy:

Act as a brand ambassador in all interactions. Uphold Hotel X Toronto's brand standards and values when engaging with the community. Identify opportunities to surprise and delight guests online (for example, celebrating a guest's special occasion mentioned on social media or highlighting positive stories). By actively listening and interacting, cultivate a welcoming atmosphere that encourages guests and members to connect with the brand.

Continuous Improvement:

Stay informed on social media trends, platform updates, and emerging best practices in online community management. Bring new ideas to the team to enhance our social presence or improve how we manage online reviews and member communications. Adapt strategies based on feedback and continually seek ways to better engage our audience across all digital touchpoints.

Qualifications

Education & Experience:

Post-secondary degree or diploma in Marketing, Communications, Hospitality, or a related field.

1-3 years of experience

in social media management, online community engagement, or customer service (hospitality industry experience is an asset).

Communication Skills:

Excellent written and verbal communication skills in English. Able to craft clear, personable messages that align with the Hotel X Toronto brand voice. Strong listening skills and a customer-centric approach when handling feedback or complaints.

Social Media Knowledge:

Proficiency in using major social media platforms (Instagram, TikTok, Facebook, Twitter, LinkedIn, etc.) and their respective tools/features. Familiarity with social media management tools or scheduling platforms (e.g. Hootsuite, Sprout Social) and basic analytics tools.

Organization & Time Management:

Strong organizational skills with the ability to multitask and manage a content calendar. Capable of handling time-sensitive responses and juggling various social accounts without losing attention to detail.

Problem-Solving:

Adept at handling public feedback and resolving issues calmly and professionally. Ability to exercise good judgement in delicate situations and know when to escalate issues to management.

Flexibility:

Willingness to occasionally adjust hours or monitor social channels on evenings/weekends, as hospitality is a 24/7 industry. Ability to respond to urgent inquiries or trending issues in a timely manner, even outside of typical office hours, when necessary.

Technical Skills:

Comfortable using basic office software and collaboration tools (e.g. MS Office, email marketing software). Quick to learn new digital platforms or content management systems as required.

Preferred Skills

Industry Knowledge:

Understanding of luxury hotel or resort operations and an appreciation for delivering five-star service standards online. Prior experience managing social media or community relations for a hospitality or lifestyle brand is a strong asset.

Creative Skills:

Experience with basic graphic design, photography, or video editing. Familiarity with tools like Canva, Adobe Creative Suite, or smartphone editing apps to help create engaging visual content is a plus.

Analytics & Reporting:

Knowledge of social media analytics beyond the basics, such as tracking sentiment, reach, and conversion metrics. Ability to derive insights from data and present findings in a clear manner.

Additional Languages:

Proficiency in other languages (especially French or Mandarin) is an asset, given our diverse guest and member community, as it can aid in engaging with a broader audience.

Certifications:

Any relevant certifications (e.g., Digital Marketing, Social Media Management, or Hospitality Communications) will be considered an asset.

Health and Safety

All team members must adhere to Hotel X Toronto's health and safety policies and procedures. Always maintain a safe work environment by following established protocols and best practices. Report any workplace hazards, incidents, accidents, or injuries to management immediately. Actively participate in maintaining a secure, healthy environment for yourself, colleagues, and guests.

Accommodation

Hotel X Toronto is an equal opportunity employer and is committed to diversity and inclusion in the workplace.

Accommodations are available upon request for candidates taking part in all aspects of the selection process.

We will work with applicants to meet their needs in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA).