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Online Reputation Executive

Country: UK

City: London

Hotel/Office/Restaurant: Regional Office United Kingdom

Department: Distribution

Type of employment: Full-time

Level: Team member

Date posted: 10/05/2019

Closing date: 06/11/2019


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 Executive 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 this role will be to execute  a customer centric and cohesive strategy for various customer touch points including but not limited to online reviews and social media, with the view of creating a holistic approach to customer interaction, customer service, social media engagement and reputation management.


The role includes responding to reviews, analyzing and reporting on customer feedback and sentiment to identify areas of improvement, coordinating with internal stakeholders to ensure execution of recommendations, executing projects plans and enhancing the online reputation of our hotels.


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:


    • Safeguard the reputation of Park Plaza and art’otel brands across online platforms
    • Monitor and respond promptly to reviews and feedback that may be posted on Online Travel Agencies (OTAs) ,review sites and social media using the brand voice
    • Coordinate with hotel management, reservations and other departments to provide timely customer service through social media and investigate root cause of negative reviews
    • Share feedback real-time with the management and stakeholders, as and when necessary
    • Identify tools and areas of innovation to enhance customer experience
    • Identify opportunities in existing and new social platforms/communities to increase brand awareness and influence brand perception
    • Assist in project implementations and day to day execution of team activities
    • Assist in reporting for management
    • Make recommendations based on data gathered from customer feedback and reviews
    • Monitor competitors’ activities.
      What we are looking for:
    • Experience in a customer oriented role customers - either in the field of Customer Relations, Customer Service or Reputation Management
    • Strong analytical, critical and listening skills with demonstrable experience in data-driven reporting/decision making
    • Creative, diplomatic, cool under pressure and fantastic interpersonal skills
    • Strong familiarity with social platforms, specially Instagram, Twitter, Facebook and Whatsapp
    • 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
    • Strong attention to detail, ability to multitask and coordinate projects
    • Fluent in reading, writing and communicating in English (required). Fluency in Dutch or German is a considerable plus.
    • 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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