Empresas: Vila Vita Parc Resort & Spa 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 ca Requisitos :
