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Online Reputation Coordinator

Country: UK

City: London

Hotel/Office/Restaurant: Regional Office United Kingdom

Department: Distribution

Type of employment: Full-time

Level: Team member

Date posted: 04/06/2019

Closing date: 01/12/2019


Love interacting with customers and providing great service?  Have an affinity towards executing projects? Take the next step in your career with us as Online Reputation Coordinator within our Customer Service & Reputation Management team. PPHE is an ideal company for you to develop your skills and shine in a collaborative team environment.


Description of the Company:

At Park Plaza we love to celebrate the individual. We believe every one of our team members has a contribution to make and personal touch to share with our guests and colleagues. We’re always striving for excellence and know that if we invest in our team members, they’ll invest in us. For an engaging work environment where the little things are celebrated along with the major milestones, you’ve come to the right place.


Objective of the role:

The objective of the role is to establish a customer centric approach to dealing with online reviews and feedback for hotels in PPHE Hotel Group portfolio. The role involves responding to guest reviews, analyzing and reporting on guest feedback and sentiment to identify areas of improvement, coordinating with internal stakeholders, assist in projects and enhancing the online reputation.

This is a new position in a recently created department, which will allow the ideal candidate to grow in to the team and make an impact on the business.

What you’ll be doing:


Reputation Management

  • Safeguard the reputation of hotels in the UK across online platforms.
  • Monitor and respond promptly to reviews and feedback that may be posted on Online Travel Agencies (OTAs) and review sites using the brand voice
  • Coordinate with hotel management to investigate reviews as and when necessary
  • Improve and maintain a high brand reputation in search results
  • Share feedback real-time with the management and stakeholders, as and when necessary
  • Identify opportunities and coordinate projects to optimize online reputation on key platforms

Analysis and Reporting

  • Coordinate online reputation reporting for management
  • Make recommendations based on data gathered from customer feedback and reviews to improve and keep a high brand reputation rating
  • Monitor search results analyses and impacts.
  • Audit and measure customer sentiments. Create reports and share insights on a regular basis.
  • Monitor competitors’ activities.

What we are looking for:

  • Experience in a customer oriented role - either in the field of Customer Relations, Customer Service or Reputation Management. 
  • Enthusiastic in interacting with customers online
  • A self-starter who believes in solving problems and ensuring that customers are happy
  • Ability to adapt and work in a dynamic environment
  • Ability to understand business requirements and report on relevant data
  • Ability to multitask and coordinate projects
  • Strong attention to detail
  • Creative writing skills. Fluent in reading, writing and communicating in English (required). Fluency in German or Dutch is a considerable plus. Other languages are an advantage

Willingness to travel
Park Plaza isn’t just a great place to work - it’s a great place to take your career to the next level! We love seeing our team members fulfil their potential and always work together to achieve more with our learning & development offering, enhanced training and competitive salary and benefits.

You will be invited to an “Inspiring Stay” in your hotel, so that you can live the experience and you will also benefit from our Employee and Friends & Family rates available in all Park Plaza and Radisson hotels worldwide!

From the everyday uplifting moments to huge achievements and everything in between, we’re there every step of the way. Park Plaza. Be part of it.

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