Reputation Coordinator

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

Position Overview:

NDM's Corporate Marketing team is seeking a dynamic and proactive Reputation Coordinator to identify, monitor, and respond to feedback, inquiries, and issues that may impact the company's reputation. Reporting to the Senior Director of Communications, this newly created position will play a pivotal role in safeguarding NDM's image by analyzing trends and developments across social and traditional media platforms.

Key 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).
• Actively engage with consumers across multiple platforms (Google, Yelp, Tripadvisor, Facebook, Twitter, LinkedIn, Grubhub, DoorDash, FourSquare, Expedia, BBB, Booking.com, TikTok, direct surveys, Instagram, etc.) in accordance with brand guidelines and business policies.
• Manage and respond to multiple online engagement inquiries.
• Assist GMs with customer issues arising from engagement, complaints, and comments to provide complete and timely resolution to achieve customer brand loyalty.
• Maintain a unified brand voice across different social media channels for the Rentyl Resort and NDM brands.
• Report any 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 (CM) dashboard, tracking metrics such as date, number of reviews, review score, survey score, date received, time received, date responded, time responded, response time, guest info, status, review outcome (taken down or recovered), cost for service recovery, and notes on recovery.
• Manage all reviews and report on topic sentiment, response rates, and surveys for each assigned property using our reputation management software (weekly, monthly, quarterly).

Qualifications:

• Minimum of 3 years' experience.
• Experience with major social media and review platforms including Google, all OTAs, Yelp, Tripadvisor, Facebook, Twitter, LinkedIn, and Instagram, etc.
• Social media marketing experience.
• Proven ability to build a social media community and following.
• Experience engaging with users in social communities on behalf of the brand.
• Experience with data collection and analysis.
• Strong verbal and written communication skills.
• Attention to detail, self-motivated, and creative problem-solving skills.
• Must be able to work nights and weekends.
• Experience in the hotel, retail, and restaurant industries is a plus.

Equal Opportunity Employer:

NDM Hospitality is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.