Guest Review and Reputation Specialist (m/f)

Guest Review and Reputation Specialist (m/f)

Vila Vita Parc

03/05/2024 09:21:11

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 requested

 

Requirements:

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 

 

0 MONTH EURO Guest Review and Reputation Specialist (m/f) 06/05/2024 09:21:11
Localização/Distrito: Faro, Localização/Concelho: Lagoa Localização/Distrito: Faro, Localização/Concelho: Lagoa Localização/Distrito: Faro, Localização/Concelho: Lagoa Localização/Distrito: Faro, Localização/Concelho: Lagoa Localização/Distrito: Faro, Localização/Concelho: Lagoa
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