The Reputation Lab, a hospitality consulting agency which partners with hotels to elevate their online reputation on websites like TripAdvisor, Google+ and Expedia. Our services are both proactive, in that we develop and deploy best practices and training aimed at elevating the online reputation for our client, and reactive in that we craft unique, on-brand, timely and engaging Management Responses to online reviews received by our client hotels and restaurants. Management Responses are a marketing channel for hotels so it’s critical that the online voice mirror that in marketing efforts and the team assigned to this critical task reflect the brand standards.
As The Reputation Lab continues to grow and take on new clients, we are currently looking for Part-time, Contract-Based Content Managers to join our team.
Content Manager Responsibilities: Our Content Managers will be assigned a portfolio of hotels (the number to be determined based on the average number of daily hours agreed to by both parties) which will be managed on a daily basis. The Content Manager will review the inbound online reviews, create suggested responses to these reviews, submit to the hotel for approval and then publish to the appropriate website once approved.
Content General Responsibilities:
- Visit various websites to extract the most current reviews awaiting a response
- Create on-brand Management Responses for reviews, highlighting the positive and what makes the hotel unique
- Show empathy and appropriately handle negative reviews
- Consult with hotel clients on unique reviews that might need additional research or input
- Submit copies of reviews with suggested responses to partner hotels for approval
- Recognize opportunities for disputing reviews and handle the review dispute process
- Promptly publish all approved Management Responses
- Conduct weekly audits to ensure all late-posted reviews are responded to
Content Manager General Skills and Qualifications: Ideal candidates will have experience in the hospitality industry, ideally in the hotel community. In addition, strong internet skills to include the ability to navigate websites and utilize Microsoft Outlook are also key. Lastly, and most importantly, Content Managers must be able to write well, have a strong vocabulary, and understand how to show empathy within a Management Response.
Preferred Schedule: Our preference would be Part-Time contract-based Content Managers who can work between two to five hours per day. Our weeks tend to be most demanding on Mondays with volume settling down by Wednesday. This role would be a Monday- Friday role, with the expectation that days or weeks off can be coordinated and scheduled four to six weeks in advance whenever possible. Candidate will have the availability for some travel in order to visit the client hotels and understand these properties from the perspective of a guest.
Career Development: While our current roles are part-time and would be structured as an Independent Contractor, there will be opportunity for growth to include more full-time careers in Content and Account Management, and Sales. Additionally, our company hosts training workshops for our client hotels and we continue to search for Contract-Based Facilitators who would work on an ad-hoc basis.
Compensation: The compensation package for our Content Manager will average between $22 and $30 per hour. Our offices are closed on weekends and all Federal Holidays.
Please note that this is a virtual role, but U.S. based candidates only.
Interested Candidates: Interested candidates should send an email of interest to [email protected]. Our selection process will include up to two interviews (in-person, phone or skype), as well as one or two timed writing surveys (no more than one hour each).