Digital Guest Experience & Social Media Manager

Hella Girma

Washington, DC *****.**@*****.*** 240-***-****

EDUCATION

Unity University — Bachelor of Arts in Marketing Management Addis Ababa, Ethiopia Aug 2019 – Jul 2023

Certifications: HubSpot Social Media Marketing, HubSpot Content Marketing, Google Analytics, Google Ads Search, Customer Service Excellence Training, Google Digital Marketing & E-commerce Professional Certificate Languages: English (Fluent), Amharic (Native), French (Conversational) PROFESSIONAL EXPERIENCE

Fontainebleau Las Vegas (Luxury Resort & Casino) Las Vegas, NV Digital Guest Experience Manager Mar 2025 – May 2026

• Designed and produced guest-facing visual content and brand-standard communications across digital touchpoints, ensuring consistency with property aesthetics and ownership expectations.

• Led service recovery program including guest escalation, make-goods, and cross-departmental coordination with Operations, Events, and Security to resolve complaints and drive solutions.

• Owned end-to-end digital guest experience operations for a luxury resort property, managing guest outreach and brand standards enforcement across all guest-facing touchpoints.

• Produced post-event guest satisfaction recaps and visual reporting delivered to department leadership to inform continuous improvement and marketing strategy. Mercato Della Pescheria (Hospitality & Events Venue) Las Vegas, NV Social Media Manager & Event Coordinator Nov 2024 – May 2026

• Captured and edited event photography and video content for social media, marketing campaigns, and promotional use, maintaining brand consistency across all platforms.

• Developed and implemented content strategies across Instagram, Facebook, and other platforms, supporting marketing campaigns that reached 50K+ monthly impressions.

• Coordinated social media crisis responses in alignment with management and event teams, maintaining brand integrity under pressure.

• Managed all guest interactions across digital platforms during high-volume event periods, ensuring brand- aligned, timely responses that elevated guest satisfaction. Kaizen Creative Las Vegas, NV

Content & Community Marketing Assistant 2024 – Present

• Designed visual content and marketing materials for multiple business partners, ensuring brand-aligned creative across all touchpoints.

• Provided ongoing engagement analytics and consumer behavior insights using Google Analytics to help partners refine content strategy and identify sales-supporting opportunities.

• Coordinated with event organizers and partners on content execution, aligning marketing efforts with business and sales goals.

Independent / Multiple Local Brands Las Vegas, NV

Marketing & Events Assistant (Freelance) Jan 2024 – Present

• Captured and edited real-time event photography and video content using Lightroom and Adobe Creative Cloud, improving content performance by 15% with 5K–12K average reach per post.

• Monitored guest-facing channels for multiple clients, managing community interactions and flagging reputation risks in real time.

• Supported lead identification and business development efforts by aligning content and marketing initiatives with client sales goals.

Tilla Africa Addis Ababa, Ethiopia

Social Media Manager Jun 2021 – May 2023

• Led online community engagement and brand ambassador partnerships, increasing brand engagement by 40% and growing follower base by ~25% over 8 months.

• Developed structured content calendars and visual campaigns aligned with business goals; reported performance metrics to leadership.

Liyu Skin Addis Ababa, Ethiopia

Social Media Manager Mar 2020 – Feb 2021

• Managed digital guest presence across platforms, responding to customer inquiries and building brand loyalty through community interaction and user-generated content campaigns. LEADERSHIP & ENTREPRENEURSHIP

Hella Paints Addis Ababa, Ethiopia

Founder & Client Advisor Mar 2020 – May 2024

• Founded and operated a client-focused creative business achieving 30% growth in client base in year one; managed brand identity, visual design, and client relationships.

• Increased profit margins by 25% through optimized pricing strategy and direct community marketing. SKILLS & INTERESTS

Tools: Adobe Creative Cloud (Photoshop, Lightroom), Canva, WordPress (working knowledge), HubSpot, Google Analytics, Google Ads

Core Skills: Photography & Videography, Graphic Design, Content Strategy, eCommerce & Web Support, Brand Standards, Community Management, Guest Experience Operations, CRM Interests: Visual Art & Photography, Writing, Hospitality & Venue Design, Brand Strategy

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