Reputation Management Coordinator

<h3>Accountabilities</h3><li>
<strong>Guest Reviews and Reputation Management:</strong>Manage guest reviews and ratings across relevant platforms, including reviewing feedback, rating guests, and responding professionally and promptly in accordance with brand standards and service expectations.</li><li>
<strong>Guest Feedback Analysis:</strong>Identify recurring themes, service concerns, and opportunities for improvement in guest reviews, escalating relevant insights to the appropriate teams to support better guest experiences and operational performance.</li><li>
<strong>Guest Concern Coordination:</strong>Partner with local market teams and internal stakeholders to investigate and resolve guest concerns, facilitate communication across departments, monitor open issues, document resolutions, and ensure agreed-upon actions are completed.</li><li>
<strong>Unit Terminations and Offboarding:</strong>Coordinate the complete unit termination process, from initial notification through final completion, ensuring that all required administrative steps and system updates are handled accurately and on schedule.</li><li>
<strong>Documentation and Record Management:</strong>Maintain complete and accurate records of guest concerns, review responses, unit terminations, and related operational activities, ensuring internal systems reflect the correct status of each case or property.</li><li>
<strong>Cross-Functional Collaboration:</strong>Work closely with local teams and internal departments to coordinate responsibilities, manage dependencies, follow up on outstanding tasks, and escalate delays or issues when necessary.</li><li>
<strong>Process Improvement:</strong>Analyze workflows and program performance to identify bottlenecks, recommend improvements, and implement more efficient processes that enhance service quality and operational effectiveness.</li><li>
<strong>General Operational Support:</strong>Contribute to a collaborative working environment, share relevant information with stakeholders, stay informed about industry practices and emerging technologies, and support additional responsibilities as business needs evolve.</li><h2>Requirements</h2><li>
<strong>Relevant Experience:</strong>At least 2 years of experience in a guest-facing, customer service, customer support, or similar coordination role. Previous experience in hospitality, hotels, vacation rentals, or related industries is highly preferred.</li><li>
<strong>Education:</strong>A college education is strongly preferred, although equivalent practical experience and demonstrated skills are also valued.</li><li>
<strong>Organization and Time Management:</strong>Strong organizational skills, with the ability to manage multiple workflows, deadlines, follow-up activities, and administrative responsibilities simultaneously.</li><li>
<strong>Attention to Detail:</strong>A high degree of accuracy when updating systems, managing documentation, responding to reviews, and tracking operational processes from initiation through completion.</li><li>
<strong>Communication Skills:</strong>Excellent written and verbal communication skills, with the ability to communicate clearly, professionally, and thoughtfully with guests, local teams, and internal stakeholders.</li><li>
<strong>Problem-Solving and Coordination:</strong>Demonstrated ability to investigate concerns, coordinate across multiple teams, track outstanding actions, and follow issues through to resolution.</li><li>
<strong>Customer Service Orientation:</strong>A proactive, guest-focused approach, with sound judgment, discretion, and the ability to handle sensitive information and challenging situations professionally.</li><li>
<strong>Technical Proficiency:</strong>Comfortable using digital systems, software platforms, mobile applications, and tablets, with the ability to learn new tools and maintain accurate electronic records.</li><li>
<strong>Adaptability and Collaboration:</strong>Ability to work independently in a remote environment while collaborating effectively with colleagues across different teams and locations.</li><li>
<strong>Remote Work Requirements:</strong>Reliable internet access and transportation are required. Flexibility may be needed to support occasional weekend or holiday coverage, depending on business requirements.</li><li>
<strong>Employment Eligibility:</strong>Applicants must be legally authorized to work in the United States. Employment is contingent upon successfully completing a background check.</li><h2>Benefits</h2><li>
<strong>Hourly Compensation:</strong>$20–$23 per hour, less applicable payroll deductions and required withholdings.</li><li>
<strong>Remote Work:</strong>Fully remote position, offering flexibility to work from an appropriate location within the United States.</li><li>
<strong>Work Schedule:</strong>Typically Monday through Friday, with flexibility required to accommodate occasional weekends and holidays.</li><li>
<strong>Health Insurance:</strong>Medical, dental, and vision insurance, subject to plan eligibility and applicable terms.</li><li>
<strong>Retirement Benefits:</strong>401(k) retirement plan with company matching, subject to plan terms.</li><li>
<strong>Paid Time Off:</strong>Paid time off and holidays for eligible non-exempt employees.</li><li>
<strong>Flexible Leave:</strong>Paid flexible time off and holidays for eligible exempt employees.</li><li>
<strong>Paid Sick Leave:</strong>Paid sick leave in accordance with applicable policies and requirements.</li><li>
<strong>Supportive Work Environment:</strong>Opportunity to contribute to a collaborative, hospitality-driven organization focused on guest satisfaction, operational excellence, and continuous improvement.</li>