Gleneagles Hotel, The Spence & Gleneagles Townhouse — Social Media & Community Management

Over a two-year period, I managed the social media presence for Gleneagles Hotel, The Spence, and Gleneagles Townhouse in Edinburgh, overseeing communities totalling hundreds of thousands of followers across multiple platforms. My role focused on upholding the brands’ five-star reputation through exceptional community management, customer care, and brand communication.

I led daily engagement across all channels, managing direct messages, comments, and customer queries with a luxury service approach that reflected each venue’s premium positioning. By implementing an efficient system for handling inbound messages and feedback, I ensured users were guided swiftly and effectively to the right point of contact, strengthening the overall customer journey and satisfaction levels.
Through consistent brand stewardship and proactive reputation management, the accounts achieved a 99.1% positive sentiment rating, reinforcing Gleneagles’ reputation for world-class hospitality both online and offline.

Key Contributions:
Managed daily community engagement and customer interactions across multiple high-profile accounts.
Maintained consistent brand tone and five-star service standards across all social touchpoints.
Developed streamlined processes for responding to queries and directing customer service issues.
Supported brand reputation and guest experience through active monitoring and sentiment analysis.
Achieved 99.1% positive sentiment across all interactions over two years.