Guest Review and Reputation Specialist (m/f) The Guest Review/Reputation Specialist position is responsible for analysing, monitoring, and responding to all internal guest comments and reviews for the purpose of maximizing our online reputation on all channels - Multilingual. Vila Vita Portugal is a company with a family environment well established in the luxury hotels and exquisite gastronomy landscape, operating a significant portfolio of luxury gastronomical and hospitality experiences with a unique near the sea 22 hectares Resort in Porches, a collection of Exclusive Villas, a VILA VITA SPA by SISLEY, a Luxury Boutiques V-Life Shops within the Resort, as well as several unique concept restaurants one with 2 Michelin Stars. We are a member of the most exclusive and luxury hotels of the world guild, "Leading Hotels of the World". The exceptional tailor-made guest experience and real warm Portuguese hospitality are in our core DNA.Job description:Projects a favourable image of the company to promote its objectives.Effectively communicate and support Guest Review / Reputation Department requirements and expectations.Manages internal and external post review process including proactive solicitation of guest feedback and response to feedback provided.Engages with guests on all review platforms, replying to messages and comments in a timely manner, promoting brand-focused messaging.Develops and executes strategies and ideas to increase guest reviews.Monitors and develops reports on competitor guest feedback on all review platforms, providing management better insight into our competition.Keeps accurate record of all communication and ensures that all agreed deadlines are adhered to.Provides feedback regarding service failures or customer concerns that arrive via reviews, messages, and social media posts to the appropriate internal personnel and departments for follow-up and resolution.Performs in depth analysis on guest review trends and recommends adjustments as necessary.Collaborates with various teams to align the Guest Review / Reputation Management Department policies and systems with the company's objectives.Performs other duties and responsibilities as required or requestedRequirements:We are looking for individuals who have solid interpersonal skills and who demonstrate the energy and commitment to meet and exceed personal goals.Fluent in English and Portuguese (verbal and written) - Multilingual is a plus;Dynamism, proactivity and autonomy;Attention to detail, excellence and problem solving;Great teamwork, good communications and strong multi-tasking skills;Sense of responsibility, and trust;Be trustworthy and able to handle confidential information appropriately;High level of customer service and passionate about luxury hospitality;Availability and flexibility;Demonstrate responsibility and care with hygiene and personal appearance;Ability to act efficiently and effectively under pressure;Welcome the perspective of living in the Algarve (South Portugal);Passionate about Talent#J-18808-Ljbffr
