Description
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