Reputation Management Analyst at HEI Hotels and Resorts in NORWALK, Connecticut

Job Description:

OVERVIEW

The Reputation Management Analyst will be responsible for the execution of strategic and creative social communication for all hotels within our portfolio via both brand and social platforms. The Reputation Management Analyst will monitor and manage feedback on all social media channels by directing customer service issues to appropriate internal channels and by overseeing the execution of all social media posts (including Facebook, Twitter, Pinterest, Google+ and Instagram) to ensure growth while maintaining brand identity. Also responsible for monitoring industry trends and adjusts plans to stay abreast of latest news, changes within the social media landscape through, reviewing and reporting on effectiveness of social media tactics and campaigns with social listening tools. This position will ensure proper communication within brand voice requirements and timelines across multiple platforms while being passionate about the quickly changing world of social media.

RESPONSIBILITIES

* Effectively composes empathetic and unique responses to guest reviews to address and/or enhance guest experiences.

* Provides specialized expertise to impact and increases customer loyalty.

* Maintains multiple brand messaging and voice for multiple properties across defined social platforms.

* Provides properties with regular analysis, strategy and best practices for all defined social platforms.

* Monitors management response guidelines and emerging platforms for brands and review websites.

* Collaborates with other members of the team to deliver reputation management analysis, insights, tracking and reporting.

* Performs any other job related duties as assigned.

QUALIFICATIONS

* Bachelor s Degree, preferably in Marketing, Communications or related field.

* A minimum 1 year of experience in digital marketing, social media, and/or related fields preferred.

* Strong project management and organizational skills.

* Ability to communicate effectively with multiple stakeholders within a fast-paced environment.

* Must demonstrate enthusiasm for customer satisfaction with the ability to bring brand identity to life.

* Personal passion for social media including experience on all major channels (Facebook, Twitter, Instagram, Pinterest, YouTube) plus have a pulse on what s coming next.

* Strong sense of professionalism and judgment in response to issues in the public social media space.

* Ability to adapt to new conditions, assignments and deadlines.

* Superior verbal and written, editing and communication skills.

* Proficient in MS Office with an eye for design.

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Ability to travel up to 25% of the time may be required.

BENEFITS

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical, Dental and Vision insurance programs geared to you and your family's needs as well as Vacation/Sick/Holiday benefits. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.