REPUTATION MANAGEMENT SEMINAR

REPUTATION MANAGEMENT SEMINAR

This is a topic about the Reputation Manager Position. What should be a Reputation Manager ? What could be a Reputation Management Position for a hotel ? To answer to those questions, we decide to edit a Reputation Manager Position form.

Diana DoucourĂŠ CMH Paris MBA2B

Position

Reputation Manager Specialist 5 Stars Hotel

Position Summary The Reputation Manager manages accounts setup, client content gathering and workflow supporting reputation management, social media and satisfaction surveys sold under the prime response package matrix. Responsible for on-line content, tracking and analysis of reputation factors and coaching account to successful management of their on-line reputation.

Required Skills & Experience  Create a link between the hotel and the network users, while being the internal and external hotel speaker  Insure a web watch, be aware and make an inventory about the hotel e reputation  Extract the relevant informations and propose an action plan and solutions in case of problems  Provide a range of reports to help monitor and benchmark online reputation  Work in relation with the revenue manager to provide rate occupancy, Rev PAR and market share reports to be able to see the whole picture and effenciently use reputation metrics to make strategic rate  Analyze the Guest Satisfaction Index, to provide a measure of the hotels market share of guest satisfaction within its competitive set  Manage the socials network such as Facebook, Twitter, You Tube and post daily  Develop entertainment and write article daily  Proactive schedules initial calls to client to obtain profile information  Gathering resources required for account setup  Identify appropriate features to add rich content  Coordinate with account internal and other 3rd party providers for posting content  Track, analyze and make recommendations to account for new or revised content; optimize for SEO  Manage all review content; monitor other review content and manage inappropriate content within limitation of “local” page(s)  Indentify appropriate timeline for conversion from Influence to Distribute  Track and analyze review for key performance concerns & recommendations  Evaluate review data for trends and anomalies  Analyze online statics; overall trends and subsets by Sites/Rating/Keywords, indentify on-going trends and potential mitigation solutions, provide quarterly and annual analysis to senior management  Correlate competitive information

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Requirements

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Demonstrated focus on Customer Service with mediation skills.

Basic knowledge of SEO and social media channels Must be multi-task oriented and be able to respond to changing priorities Must work well both independently and as part of a team Must possess excellent written and verbal communications skills Must possess excellent organizational skills , Empathy, Intellectual curiosity,Rigor Must have a taste about the new Media and the Social NetWork Must Understand the Hospitality Economics Stakes and Powers THIS JOB HAS NO SUPERVISORY RESPONSIBILITY

Education and Experience:

Revenue Manager position for two years in the Hospitality Industry Technical Degree or equivalent from an accredited four or two year College or University, Four years previous analytics experiences, or equivalent combination of education and experience