Responsibilities

• Prioritize, categorize and respond to guest comments, complaints and inquiries posted on travel review sites and social media channels, including but not limited to TripAdvisor, Expedia, Google, Facebook, etc.
• Craft relevant responses, using appropriate language and tone, to represent the Company and properties/brands within the portfolio.
• Collaborate with property and Company leaders to identify and resolve root causes of guest concerns. Facilitate guest service and recovery with property stakeholders and leadership.
• Analyze guest feedback results across multiple platforms and create reports highlighting pertinent data.
• Monitor and report key insights and trends in guest feedback and service to relevant stakeholders.
• Continually monitor and report on industry best practices in social customer care and review site management. Provide administrative support for online reputation management programs
• Serve as a dedicated operational partner for online reputation management and guest service, supporting The Cosmopolitan of Las Vegas (TCOLV), Las Vegas (LV) Strip resorts, and regional properties.

Requirements

• 2+ Years of Prior Relevant Experience in a guest/customer service focused role
• Ability to identify and assess problems and solutions, refer to applicable policies, identify options, and recommend appropriate
• Organizational skills to function effectively under time constraints, within established deadlines and with attention to detail

Benefits

• Opportunities for professional development and career advancement including networking opportunities, and community volunteer programs
• A supportive and collaborative work environment
• Wellness incentive programs to help you stay healthy physically and mentally
• Companywide discounts on hotel, entertainment, shopping, and food & beverage
• Exclusive discounts with our corporate partners on travel, electronics, online shopping, and beyond
• Complimentary meal in our employee dining room, where you can savor a variety of delicious and healthy options throughout the day
• Free on-site parking, making your commute hassle-free and convenient