Marketing and Online Reputation Coordinator - Caribe Royale Orlando Hotel

Scope of Position

We are looking for a Marketing and Online Reputation Coordinator to help us continue to build and preserve a positive brand image through daily monitoring and engagement of hotel/travel review sites and social media sites. This is a multi-faceted marketing support role: responsible for daily monitoring and customer engagement in all online review sites for two hotels and several restaurants and bars; liaison with operations teams on guest issue resolution and communication; regular reporting to senior leadership; provide support to social media manager including social listening and engagement; and provide support to marketing team on projects as needed.

Position Requirements

• Hands-on experience with reputation management, social analytics, SEO, and social media listening tools (ie. Sprout Social)
• Problem solving skills and the ability to develop creative solutions at short notice to counter negative sentiment or threats to the organization's reputation.
• Working knowledge of content development and management.
• Exceptional and proven communication and writing capabilities.
• Excellent analytical, problem-solving, time management, organizational
  and interpersonal skills
• Discretion and diplomacy

Responsibilities

• Contribute to the brand's excellent reputation by regularly monitoring and responding to reviews across a myriad of platforms (ie TripAdvisor, Google, Expedia, etc) as well as appropriately engaging in online conversation about our products and services across online channels including but not limited to search engines, social media and communities, blogs, and forums.
• Maintain the unique brand voice of each hotel/restaurant when engaging across all platforms.
• Facilitate strategies to maximize the impact of positive online content and minimize the impact of negative online content.
• Liaison with operational teams and leadership to investigate and directly address opportunities for problem resolution, providing positive and professional responses as appropriate whether online or offline.
• Recognize possible negative situations and crises, escalating to senior leadership as appropriate.
• Detect ongoing trends and mitigation options by collecting and analyzing online data.
• Provide support to social media manager including social listening and engagement across each hotel's owned channels (FB, IG, TikTok, Twitter)
• Provide project management support to marketing team as needed.
• Coordinate and submit monthly reporting.
• Any other reasonable job request by your manager.

Education

• Bachelor's degree in Digital Marketing, Business Management, Communications, Public Relations or related field and
• 2+ years of experience in Reputation Management, Digital Marketing, Social Media Management or Hospitality Marketing

Skills and Abilities

• Able to communicate in the English language. Second language is a plus.
• Able to work flexible schedules including holidays and weekends and able to perform multiple tasks.
• Able to work with and understand financial information and data and basic arithmetic functions.

Physical Requirements

• Able to work in a fast-paced environment.
• On a continuous basis, sit at a desk in front of a computer screen; intermittently twist to reach equipment or supplies surrounding desk; perform simple grasping and fine manipulation; use telephone and computer keyboard on a daily basis.
• Physically fit in order to lift, pull and push items up to 25 pounds.
• Requires standing/walking/reaching and bending throughout shift.