Reputation Management Coordinator

About This Job

The Reputation Management Coordinator supports key administrative and operational processes that contribute to a positive guest experience and effective property management operations. This role is responsible for managing guest reviews and ratings, coordinating follow-up on guest concerns, and supporting the end-to-end unit termination and offboarding process.

Working cross-functionally with local market teams and other internal partners, this position helps ensure guest feedback is addressed appropriately, outstanding concerns are followed through to resolution, and departing units are accurately and efficiently transitioned out of First Chair Destinations’ systems and operations.

Compensation + Schedule

• $20 - $23 / HR less payroll deductions and all required withholdings
• Monday - Friday schedule
• Fully remote
• Weekends and holidays may be required

Essential Job Functions

Guest Reviews & Reputation Management

• Manage guest reviews and ratings across applicable platforms, including reviewing incoming feedback, rating guests, and responding to guest reviews in a timely and professional manner.
• Ensure review responses reflect First Chair Destinations’ service standards, brand voice, and commitment to the guest experience.
• Identify guest feedback that requires additional follow-up or escalation and coordinate with the appropriate local or internal teams.
• Track outstanding guest concerns and follow through with responsible teams to help ensure issues are appropriately addressed and resolved.
• Identify recurring themes or trends in guest feedback and elevate insights as appropriate to support service and operational improvements.

Guest Concern Coordination 

• Partner with local market teams to address guest concerns identified through reviews, ratings, or other feedback channels.
• Facilitate communication and follow-up between teams when multiple departments are involved in resolving a guest issue.
• Maintain visibility into open concerns and help ensure agreed-upon actions are completed.
• Document relevant resolutions and follow-up activity as needed.

Unit Terminations & Offboarding

• Coordinate the full unit termination and offboarding workflow from notification through completion.
• Complete required system updates and administrative steps associated with removing units from the First Chair Destinations portfolio.
• Maintain accurate and complete documentation throughout the termination process.
• Coordinate with local teams and applicable internal departments to ensure required offboarding activities are completed on schedule.
• Track unit terminations through completion, following up on outstanding tasks and escalating delays or issues when appropriate.
• Help ensure internal systems, records, and documentation accurately reflect the final status of terminated units.

General Functions

• Support continuous improvement initiatives by analyzing program performance, identifying bottlenecks, and implementing process optimizations. Stay current with industry trends, best practices, and emerging technologies relevant to the function.
• Contribute to a collaborative work environment that promotes open communication, innovation, and employee engagement. 
• Collaborate with cross-functional teams and stakeholders to align departmental goals with broader organizational strategy.
• Other duties as assigned because every day is different in hospitality!

Skills + Qualifications

• Experience working in hotel, hospitality, vacation or similar industry is highly preferred.
• College education is strongly preferred, though we recognize that great talent comes from many different paths.
• Minimum 2 years of experience within a similar guest / customer facing support role. 
• Strong organizational skills with the ability to manage multiple workflows, deadlines, and follow-up items simultaneously.
• High attention to detail and accuracy when completing system updates and maintaining documentation.
• Demonstrated ability to coordinate work across multiple teams and follow issues through to resolution.
• Sound judgment and discretion when handling guest concerns and sensitive information.
• Tech-savvy with experience using various digital systems and applications and comfortable using mobile apps, tablets, and various software platforms.
• Comfortable talking to people—online or in person—and being able to share information in a way that’s clear, thoughtful, and easy to understand.

Workplace Environment + Physical Requirements

• Fully remote work environment with reliable internet connection.
• Reliable transportation required.
• Typically a Monday - Friday workweek with expectations to be flexible to support the needs of the business.