Reputation Analyst

TravelMediaGroup.com•Maitland, FL

1d•Hybrid

About The Position

The Reputation Analyst develops and maintains hotel client accounts by creating timely, personalized responses to online reviews that acknowledge and address guest concerns. The role reviews and analyzes online reviews through a proprietary software platform, creates unique responses, and proofs and audits responses submitted by contract writers. Analysts maintain property notes so current conditions are accurately reflected in public-facing responses, and identify and tag sentiment across as many as 25 elements in each guest review to support client reporting and operational decisions. The team aims to respond to, tag, submit for approval, audit, and resolve reviews within 36–48 hours of publication. The position also initiates or implements corrective action as needed to maintain service standards and customer satisfaction. This is a hybrid position based in the Maitland, Florida office. The employee works remotely on Saturday and Sunday, in the office Monday through Wednesday, and has Thursdays and Fridays off. The company describes its culture as progressive, with training and growth opportunities.

Requirements

Strong background in copywriting and content creation.
Passion for working with clients and delivering an excellent client experience.
Passion for technology and social media.
Organization, multitasking ability, attention to detail, and ability to meet deadlines.
Self-directed, self-motivated, and focused on meeting and exceeding results.
Skill using standard office communication technology, including email, voicemail, and the Internet.
Positive, cooperative, and friendly attitude, including under pressure.
Effective verbal and written communication skills.
Proven ability to communicate and interact effectively with internal and external customers.

Nice To Haves

One to two years of experience in client support and/or guest relations preferred.
Bachelor’s degree preferred, with a focus in English, Journalism, or Communications.
Customer service and sales experience strongly preferred.
Hotel industry experience is a plus.

Responsibilities

Manage day-to-day review monitoring and responses for hotel clients.
Participate in weekly and monthly team activities and meetings.
Meet and exceed daily and weekly activity benchmarks to meet or exceed client service-level agreements.
Problem-solve and troubleshoot to resolve client issues and address needs.
Provide timely and accurate analysis and reporting.
Write and post responses on behalf of various brands while adhering to their standards and image.
Build relationships with customers and respond to feedback in a timely manner.
Audit accounts and perform administrative tasks.
Work with other departments to serve clients and prospects.
Maintain timely and accurate verbal and written communication with clients to develop and maintain relationships.
Develop comprehensive knowledge of Travel Media Group product offerings.
Perform other administrative duties as assigned.
Review and analyze online guest reviews, create personalized responses, and proof and audit responses submitted by contract writers.
Maintain property notes reflecting current conditions and tag review sentiment across specified elements.
Initiate or implement corrective action as needed to maintain service standards and customer satisfaction.