Review Management Specialist

2 weeks ago

Hawthorne, United States Churchill Living Full time

We are a leading provider of luxury hospitality services, committed to delivering exceptional experiences to our guests. We pride ourselves on offering top-notch services and creating memorable moments for our clients. To maintain our reputation as a premier provider of hospitality services, we are seeking a dedicated and experienced Review Management Specialist to join our team.

Role and Responsibilities:  Essential duties and responsibilities may include the following.  Other duties may be assigned.

As the Review Management Specialist, you will play a critical role in monitoring and enhancing the guest experience across all touchpoints, ensuring our guests receive the highest level of service. You will be responsible for managing online reviews, analyzing feedback, developing strategies to improve review quality and volume, helping build brand loyalty through customer satisfaction, developing standards and guidelines for staff members, coordinating and managing communication between guests and staff, and following up to ensure timely resolution of customer concerns.

Responsibilities:

  1. Monitor Online Reviews: Regularly monitor various online platforms (e.g., TripAdvisor, Yelp, Google reviews, social media) to stay informed about guest feedback and online reputation.
  2. Analyze Guest Feedback: Evaluate guest reviews and feedback to identify trends, areas for improvement, and potential issues impacting guest satisfaction.
  3. Develop Strategies: Collaborate with cross-functional teams (operations, marketing, customer service) to develop and implement strategies for improving review quality and quantity, aiming to enhance the overall guest experience and build brand loyalty.
  4. Implement Feedback Processes: Establish feedback collection processes to ensure consistent monitoring and recording of guest feedback throughout the guest journey.
  5. Develop Standards and Guidelines: Create comprehensive standards and guidelines for staff members to follow when providing service to guests. These standards should encompass key elements such as professionalism, attentiveness, responsiveness, and personalized guest interactions.
  6. Training and Education: Conduct training sessions to educate staff members on the established standards and guidelines. Provide examples and scenarios to illustrate best practices and ensure that employees understand how their actions impact the guest experience.
  7. Coordinate Guest-Staff Communication: Serve as the primary point of contact for guest concerns and facilitate communication between guests and staff members. Ensure that guest concerns are addressed promptly and appropriately.
  8. Follow-Up and Resolution: Monitor the progress of guest concerns and follow up with staff members to ensure timely resolution. Maintain open lines of communication with guests to provide updates and ensure their satisfaction.
  9. Guest Satisfaction Surveys: Design, implement, and analyze guest satisfaction surveys to gather valuable insights and measure overall guest satisfaction levels. Utilize survey results to identify areas for improvement and refine the standards and guidelines as needed.
  10. Reporting: Prepare regular reports on guest feedback trends, customer satisfaction metrics, the effectiveness of the standards and guidelines, and areas for improvement. Present findings and recommendations to senior management.

Education and/or Experience Required

  • Certificate or degree in Hospitality Management, Marketing, or a related field. 
  • Proven experience in guest experience management, customer service, or related roles within the hospitality industry.
  • Strong understanding of online review platforms and social media channels.
  • Exceptional written and verbal communication skills with the ability to craft professional and engaging responses to online reviews.
  • Analytical mindset with the ability to derive actionable insights from guest feedback data.
  • Excellent organizational and project management skills.
  • Collaborative mindset and ability to work effectively with cross-functional teams.
  • Strong attention to detail and commitment to delivering exceptional customer experiences.
  • Familiarity with customer satisfaction survey tools and feedback management systems.
  • Proficiency in relevant software applications and tools.

If you are passionate about delivering outstanding guest experiences, have a keen eye for detail, and enjoy working in a dynamic and fast-paced environment, we would love to hear from you. Join our team and contribute to our mission of providing luxury hospitality services that exceed our guests' expectations while building long-term brand loyalty through exceptional customer satisfaction, adherence to established service standards and guidelines, effective guest-staff communication, and prompt resolution of customer concerns.

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