Reputation & Community Manager

NDM Hospitality Services; Kissimmee (FL); On-site; USD 45,000 - 60,000; Full time

Job summary

NDM Hospitality Services is seeking a Reputation Coordinator for the Corporate Marketing team in Kissimmee, FL. You will identify, monitor, and respond to feedback across social and traditional media to safeguard the company’s image.

Reporting to the Senior Director of Communications, you will analyze trends, engage with guests across Google, Yelp, TripAdvisor, Instagram and more, and maintain a unified brand voice for NDM and Rentyl brands while driving timely resolutions.

Qualifications

• Minimum of 3 years' experience in social media or reputation management.
• Experience with major platforms including Google, OTAs, Yelp, Tripadvisor, Facebook, Twitter, LinkedIn, and Instagram.
• Social media marketing experience and proven ability to build a community.
• Experience engaging with users in social communities on behalf of a brand.
• Experience with data collection and analysis.
• Strong verbal and written communication skills.
• Must be able to work nights and weekends.
• Experience in the hotel, retail, and restaurant industries is a plus.

Responsibilities

• Monitor and respond to online social media engagements in a timely and professional manner.
• Proactively resolve customer issues with the assistance of General Managers (GMs).
• Engage with consumers across platforms (Google, Yelp, Tripadvisor, Facebook, Twitter, LinkedIn, Instagram, etc.) in line with brand guidelines.
• Manage and respond to multiple online engagement inquiries.
• Assist GMs with customer issues to provide complete and timely resolution.
• Maintain a unified brand voice across different social media channels for the Rentyl Resort and NDM brands.
• Report spam or faulty reviews to the respective channels for removal.
• Monitor social media channels for industry trends.
• Identify "Surprise & Delight" opportunities for users in our social communities.
• Ongoing management of the Community Management dashboard with key metrics.
• Manage reviews and report on sentiment, response rates, and surveys for each property.

Skills

3+ years experience

Social media marketing

Community building

User engagement

Data collection & analysis

Strong communication

Attention to detail

Tools

Reputation management software

Job description

NDM Hospitality Services is seeking a Reputation Coordinator for the Corporate Marketing team in Kissimmee, FL. You will identify, monitor, and respond to feedback across social and traditional media to safeguard the company’s image.

Reporting to the Senior Director of Communications, you will analyze trends, engage with guests across Google, Yelp, TripAdvisor, Instagram and more, and maintain a unified brand voice for NDM and Rentyl brands while driving timely resolutions.