Essential functions: The review specialist is part of the guest services department, while their day-to-day is centered on review management, they will provide the department with generalist customer support on an as-needed basis.
Proactively contact guests after checkout to encourage and guide positive reviews.
When appropriate, persuade guests to revise or retract negative reviews by resolving their concerns
Collaborate with the operations team to address escalated on-property guest issues and prevent negative reviews
Assist with refund and resolution processes to support reputation management
Identify trends in reviews, drive actionable feedback back to the appropriate teams.
Contribute to project-based initiatives, such as ensuring successful reviews for new or relaunched properties, upselling, etc.
How is success measured for this role?
Company-wide average review score (4.9/5 minimum average each month, no market under 4.85 during a monthly measurement period).
Number of reviews retracted or revised
Ability to increase live review scores on certain key property listings
Number of 5-star reviews solicited and converted
Qualifications:
Fluent command of the English language (written and spoken)
Comfortable using cloud-based platforms to manage, organize, and complete day-to-day work
Reliable phone and internet connection, owns a smartphone and personal computer.
Strong written and verbal communication skills; persuasive yet empathetic/emotionally intelligent.
Proven experience in customer service, sales, hospitality, or reputation management. Very comfortable picking up the phone, connecting with people, and creating ease during difficult interactions.
Working Schedule & Compensation, business Relationship:
This is a contract position with a 40 hour/week commitment.
Remote position
Negotiable pay rate