Reputation Analyst

Reputation Management Product Analyst- (Maitland)

We have an opportunity for a highly motivated, professional Reputation Analyst in our office in Maitland, FL. This position is for a hybrid schedule where the employee will work remotely Saturday and Sunday, and in-office Monday-Wednesday, having Thursdays and Fridays off. We take the development of our staff very seriously, and our progressive culture encourages our team members to achieve excellence in a B2B environment, with training and growth opportunities. For more than 30 years, Travel Media Group has partnered with hoteliers throughout the continental U.S. to ensure they can successfully manage their business and provide amazing guest experiences.

Position Summary :

The primary responsibility of the Reputation Analyst is to develop and maintain client accounts by creating timely personalized responses to online reviews in order to acknowledge and address guests' concerns while also providing insight and analysis for our large portfolio of hotel properties. The successful candidate will have a strong writing and grammar background coupled with experience in guest relations and / or customer service. The candidate will be responsible for reviewing and analyzing all clients' online reviews through a proprietary software platform while creating unique responses to reviews and working to proof and audit responses submitted via our network of contract writers on a monthly basis. The Reputation Analyst will also be responsible for understanding current conditions and updating customer notes at each property so that this information can be accurately portrayed in the public-facing review responses. Analysts will also identify and tag sentiment in up to 25 various elements in every guest review in order to provide reporting and analytics that will assist our clients in running their operations more successfully. In addition, this position will initiate and / or implement corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. New review content comes in consistently throughout the day, and our team's goal is to be able to respond, tag, submit for approval, audit and resolve every hotel review within 36-48 hours of publishing. We have a fun and active team, and are looking for individuals who can help set and maintain the activity levels amongst the team on a daily basis.

The responsibilities of the Reputation Analyst include :

• Manage the day-to-day review monitoring and responses for our hotel clients
• Engage in weekly and monthly team activities and meeting
• Meet and exceed daily / weekly activity benchmarks to ensure that we exceed each client's specified SLAs (Service Level Agreement)
• Problem-solve and troubleshoot, to best resolve client issues and address needs
• Provide timely and accurate analysis and reporting
• Writing and posting response content on behalf of various brands while adhering to their brand standards and image
• Build relationships with customers
• Respond to feedback in a timely manner
• Audit accounts and various admin tasks
• Work seamlessly with other departments to better serve our clients and prospects
• Maintain timely and accurate communication (both verbal and written) with clients in order to develop, maintain, and solidify relationships.
• Develop a comprehensive understanding and knowledge of all Travel Media Group product offerings
• Maintain accurate notes and client information in Salesforce.com
• Assist in retention and collections as needed
• Perform other administrative duties as assigned

Qualifications / Requirements :

1 -2 years experience in client support and / or guest relations preferred

Strong background in copywriting and content creation

Passionate about working with clients and delivering on the promise of an excellent client experience.

Passionate about technology and social media

Bachelor's degree preferred with English, Journalism or Communications focus

Customer service and sales is strongly preferred

Experience in the hotel industry is a plus

Must be organized, able to multi-task, demonstrate superior attention to detail and adhere to deadlines

Must be self-directed, self-motivated and focused on meeting and exceeding results

Must be skilled in use of standard office communication technology (email, voicemail, Internet, etc.)

Must exhibit a positive, cooperative and friendly attitude, especially under pressure

Ability to communicate effectively (verbal and written)

Must have proven ability to communicate and interact effectively with internal and external customers

Benefits :

401K

Excellent medical and dental coverage

Competitive Vacation and Sick Leave

Eight paid holidays

About Dominion Enterprises (DE) :

Dominion Enterprises (DE) is a privately held data services and software services conglomerate offering client solutions through stand-alone businesses serving several verticals including automotive, hospitality, franchise, real estate and powersports. Our customers rely on our B2B products and services through DataOne Software, Dominion DMS, Activator Dealer Solutions, Dealer Specialties, Cross-Sell, Travel Media Group, Franchise Ventures, PrimeStreet, and Recreational Dealer Solutions. DE is headquartered in Norfolk, Virginia. We are proud of our collaborative, innovative, team-oriented work environments, excellent career enrichment opportunities, community service opportunities, competitive earnings, and comprehensive benefits package including a generous 401(k) plan. DE is an equal opportunity employer and supports a diverse workforce, and is a drug-testing employer.