About Company
Sunshine Marine Lodge, exquisitely nestled on the pristine shores of Matemwe, Zanzibar, epitomizes the ultimate island escape. As a beacon of luxury and tranquility, our lodge offers discerning travelers an unparalleled experience, blending breathtaking ocean vistas with direct access to vibrant coral reefs and powdery white beaches. Renowned for its commitment to exceptional service, sustainable tourism practices, and a deep respect for local culture, Sunshine Marine Lodge provides an intimate sanctuary where guests can immerse themselves in the natural beauty and serene rhythm of Zanzibar. We foster a close-knit community amongst our guests and team, creating memorable moments through world-class diving expeditions, rejuvenating spa treatments, and exquisite culinary journeys that celebrate local flavors. Our digital presence is vital in sharing our story and connecting with a global audience, ensuring that our online reputation reflects the unparalleled quality and unique charm that define the Sunshine Marine Lodge experience. We are dedicated to maintaining a vibrant and engaging online community that resonates with our core values of hospitality, authenticity, and environmental stewardship.
Job Description
Are you a digital native with a keen eye for detail and a profound understanding of online community dynamics? Sunshine Marine Lodge is actively seeking a dedicated and highly proactive Part-Time Social Media Moderation Agent to join our innovative marketing and guest relations team. In this essential role, you will serve as a frontline ambassador for our esteemed brand, meticulously safeguarding our online image and ensuring that all interactions across our diverse social media platforms resonate with our core values of excellence, warmth, and professionalism.
This part-time, remote-friendly position, while associated with our beautiful location in Kilima Juu, Matemwe, offers the flexibility to work from a location that best suits you, enabling you to contribute significantly to our digital footprint regardless of geographical constraints. Your primary responsibility will involve the diligent monitoring and proactive management of user-generated content, comments, messages, and reviews across our critical online channels, including but not limited to Facebook, Instagram, TripAdvisor, and Google My Business. You will be tasked with identifying, categorizing, and responding to all engagements in a timely, accurate, and brand-consistent manner, deftly handling inquiries and feedback, and promptly escalating complex or sensitive issues to the appropriate internal departments, such as Guest Relations or Marketing, for swift and effective resolution.
Beyond the vital function of moderation, you will play a crucial role in cultivating and nurturing our online community. This involves transforming potential issues into positive engagement opportunities, actively participating in conversations, acknowledging positive feedback with genuine appreciation, and masterfully navigating any critical commentary with the utmost tact, empathy, and diplomatic skill. Your contributions will directly influence public perception and guest satisfaction, ensuring a cohesive and positive online narrative for Sunshine Marine Lodge. You will collaborate closely with our broader marketing and guest relations teams to maintain a unified brand voice, ensuring consistency across all digital touchpoints and aligning online interactions with our exceptional in-person guest experiences.
We are specifically seeking an individual who possesses an innate understanding of online communication nuances, demonstrates superior written English communication skills, and is capable of upholding our lodge’s warm, welcoming, and luxurious ethos in every digital interaction. This role is perfectly suited for a self-motivated, highly organized, and detail-oriented professional who can operate independently to maintain a vibrant, respectful, and engaging online environment for Sunshine Marine Lodge. Join us in crafting delightful and memorable digital experiences for our global community, echoing the unparalleled tranquility, bespoke luxury, and exceptional service that our guests anticipate and cherish when they choose our stunning retreat in Zanzibar. Your efforts will be instrumental in extending our hospitality beyond our physical gates, truly making you a vital part of our guest journey, even before they set foot on our beautiful shores.
Key Responsibilities
- Monitor all social media platforms (Facebook, Instagram, TripAdvisor, Google My Business, etc.) for user-generated content, comments, messages, and reviews.
- Respond to comments and messages in a timely, professional, and brand-consistent manner, adhering to established guidelines.
- Identify and flag inappropriate, offensive, or spam content for removal or escalation.
- Engage with our online community, answering questions and fostering positive interactions.
- Escalate sensitive customer service issues or critical feedback to the relevant internal teams (Guest Relations, Marketing) for resolution.
- Track and report on key social media metrics related to moderation and community engagement.
- Assist in maintaining a positive online reputation for Sunshine Marine Lodge.
- Stay updated on social media trends, platform changes, and best practices for community moderation.
- Collaborate with the marketing team to ensure consistent brand messaging across all digital touchpoints.
Required Skills
- Excellent written and verbal communication skills in English.
- Proven experience in social media moderation or community management.
- Strong understanding of various social media platforms (Facebook, Instagram, TripAdvisor, Google My Business).
- Ability to work independently and manage time effectively in a remote setting.
- Exceptional attention to detail and ability to identify subtle nuances in online communication.
- High level of empathy and ability to handle difficult situations with tact and professionalism.
- Basic understanding of online reputation management principles.
- Proficiency in using online communication tools and basic office software.
Preferred Qualifications
- Familiarity with the hospitality or tourism industry.
- Experience with social media management tools (e.g., Hootsuite, Sprout Social).
- Ability to communicate in Swahili is a plus.
- Knowledge of local culture and visitor expectations in Zanzibar.
- Associate's degree or higher in Marketing, Communications, or a related field.
Perks & Benefits
- Flexible part-time working hours.
- Opportunity to work remotely from a beautiful location.
- Be part of a prestigious and well-regarded hospitality brand in Zanzibar.
- Discounted stays and services at Sunshine Marine Lodge for employees (subject to availability and policy).
- Professional development opportunities in digital marketing and hospitality.
- Supportive and collaborative team environment.
How to Apply
If you are passionate about maintaining a vibrant and positive online community and believe you have the skills to excel in this role, we encourage you to apply. Please click on the application link below to submit your detailed CV and a cover letter outlining your relevant experience and why you are the ideal candidate for this position. We look forward to reviewing your application!