Guest Review and Reputation Specialist

6 meses atrás

Faro, Portugal Vila Vita Parc Resort & Spa Tempo inteiro

Join our stellar Vila Vita Parc Team as Guest Review and Reputation Moderator, responsible for analysing, monitoring, and responding to all guest comments and customer reviews across our digital platforms.
Vila Vita Portugal is renowned in the luxury hotel and exquisite gastronomy sectors, operating an extensive portfolio of high-end gastronomical and hospitality experiences. Our offerings include a unique 22-hectare seaside resort in Porches, a collection of exclusive villas, the VILA VITA SPA by SISLEY, and the Luxury Boutiques V-Life Shops located within the resort. Additionally, we feature several unique concept restaurants, including one with 2 Michelin Stars. As a member of the prestigious "Leading Hotels of the World" guild, we are committed to providing exceptional, tailor-made guest experiences and genuine, warm Portuguese hospitality, which are fundamental aspects of our core DNA.

**Job description**:

- Acts as Vila Vita Parc’s ambassador promoting its objectives;
- Manages the review process of internal and external publications - including proactive solicitation of guest feedback and response to the feedback provided;
- Engages with guests on all review platforms, replying to messages and comments in a timely manner, while promoting brand-focused messaging;
- Analyzes, monitors, and responds to all guest comments and customer reviews across our digital platforms;
- Develops and executes strategies and ideas to increase the quantity and quality of our guest reviews;
- Monitors and develops reports on competitor guest feedback on all review platforms, providing 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, etc. 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;

Passionate about Talent

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