Sonnys Franchise Company
  • 28-Oct-2021 to 31-Dec-2021 (MST)
  • Marketing
  • Maitland, FL, USA
  • Salary
  • Full Time

Full Benefit Package including bonus

General Purpose

Responsible for monitoring brand social media and third-party review platforms, encouraging guest engagement, and resolving guest concerns online. Will also be responsible for identifying and reporting guest experience trends and ensuring guests are being responded to in a timely manner. Overall, responsible for brand's online reputation.

Essential Duties (may include, but not limited to):

  • Monitors, manages, and responds to all brand social media channels and third-party review sites (70%)
    • Serves as the brand voice and upholds the brand reputation as the Company/Corporate Point of Contact on all social media channels
      • Disseminates feedback to the appropriate parties and follows through on issues to ensure resolution.
    • Receives reports from other incoming communication channels (ie phone and email) to make correlations with guest experience trends (ie multiple illness with calls and on social media outlets= potential supply chain issues), tracks and reports to other departments as necessary.
    • Works closely with Public Relations team, and other departments, to ensure that customer care inquiries are responded to in a timely and professional manner.
    • Responsible for identifying potential crisis' through all communication platforms and advises management as necessary.
    • "Wows" guests with exceptional customer care and surprise and delights.
  • Supports the Social Media Strategist or Manager as needed with content creation to support systemwide and local marketing initiatives. (10%)
  • Oversees and manages the Sonny's blog calendar and develops content as needed. (10%)
  • Performs other duties as necessary (10%)

Required Education and Experience

  • Bachelor's Degree in Marketing, Communications, or related field; or any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities.
  • 1-3 Years previous experience in Social Media and Guest Services Previous experience; or equivalent combination of education and experience.
  • Previous experience performing tasks found in the Essential Duties above.

Required Knowledge, Skills, and Abilities

  • Knowledge of Sonny's Brand and the restaurant industry.
  • Knowledge of social media channels, tools, and other technology as it applies to the position.
  • Online and social media fluency.
  • Strong interpersonal, teamwork, and communication skills.
  • High level of attention to detail.
  • Strong problem-solving skills and logical decision making.
  • High drive, sense of urgency, and initiative; ability to produce results and accomplish goals in a fast-paced, changing work environment.
  • Strong conceptual skills.
  • Strong skill in building and maintaining relationships.
  • Strong skill in reading, writing, math, analyzing, and interpreting general business documents. Note: MUIST have incredible writing skills.
  • Strong listening and reasoning skills.
  • Strong computer skills, including experience with Microsoft Office programs.
  • Ability to work independently and collaboratively with other departments.
  • Ability to prioritize, organize and manage multiple projects with sensitive deadlines and changing environment.
  • Must display integrity, strong work ethic, and professional demeanor.
  • Must be dependable and reliable.
  • Ability to adapt with change and be flexible.
  • Must display critical and creative thinking skills.
  • Ability to meet the needs of guests and anticipate the needs of others.
  • Ability to comply with federal, state, and local regulations, and company safety policies.

Physical Demands and Work Environment

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

This position works in a typical office environment. While performing the duties of this job, the team member is regularly required to sit, walk, talk, and listen. The team member frequently is required to use hands and fingers to handle, or feel. This position requires the ability to occasionally lift and/or move up to 50 to 75 pounds. Specific vision abilities required by this job include close vision.

While performing the duties of the job in the office, the team member will work in a well-lit, open environment. The work may involve some bending, standing or walking. Job duties are not hazardous or physically strenuous. However, the work sometimes is performed under pressure when the stress of deadlines occurs. The noise level in the work environment is usually moderate.

The above statements are intended to describe the general nature and level of work being performed.

They are not intended to be construed as a detailed list of all responsibilities. SFC conducts annual reviews of duties and reserves the right to make changes as business needs dictate.


Sonnys Franchise Company
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