Reputation Analyst

Position Summary

The primary responsibility of the Reputation Analyst is to develop and maintain client accounts by creating timely personalized responses to online reviews in order to acknowledge and address guests' concerns while also providing insight and analysis for our large portfolio of hotel properties.

Responsibilities

• Manage the day-to-day review monitoring and responses for our hotel clients
• Engage in weekly and monthly team activities and meetings
• Meet and exceed daily/weekly activity benchmarks to ensure that we exceed each client's specified SLAs (Service Level Agreement)
• Problem-solve and troubleshoot, to best resolve client issues and address needs
• Provide timely and accurate analysis and reporting
• Writing and posting response content on behalf of various brands while adhering to their brand standards and image
• Build relationships with customers
• Respond to feedback in a timely manner
• Audit accounts and various admin tasks
• Work seamlessly with other departments to better serve our clients and prospects
• Maintain timely and accurate communication (both verbal and written) with clients in order to develop, maintain, and solidify relationships

Qualifications/Requirements

• 1 - 2 years experience in client support and/or guest relations preferred
• Strong background in copywriting and content creation
• Passionate about working with clients and delivering on the promise of an excellent client experience
• Passionate about technology and social media
• Bachelor's degree preferred with English, Journalism or Communications focus
• Customer service and sales is strongly preferred
• Experience in the hotel industry is a plus
• Must be organized, able to multi-task, demonstrate superior attention to detail and adhere to deadlines
• Must be self-directed, self-motivated and focused on meeting and exceeding results
• Must be skilled in use of standard office communication technology (email, voicemail, Internet, etc.)
• Must exhibit a positive, cooperative and friendly attitude, especially under pressure
• Must have proven ability to communicate and interact effectively with internal and external customers

Benefits

• 401K
• Excellent medical and dental coverage
• Competitive Vacation and Sick Leave
• Eight paid holidays