Guest Review and Reputation Specialist – Luxury Resort – Algarve (M/F) Tempo Inteiro

Join an extraordinary team of hospitality experts passionate in delivering the most unique luxury experiences to all customers in a Family environment.

Vila Vita Portugal is a company with a family environment well established in the luxury hotels and exquisite gastronomy landscape, operating a significant portfolio of luxury gastronomical and hospitality experiences with a unique near the sea 22 hectares Resort in Porches, a collection of Exclusive Villas, a VILA VITA SPA by SISLEY, a Luxury Boutiques V-Life Shops within the Resort, as well as several unique concept restaurants one with 2 Michelin Stars. We are a member of the most exclusive and luxury hotels of the world guild, “Leading Hotels of the World”. The exceptional tailor-made guest experience and real warm Portuguese hospitality are in our core DNA.

The Guest Review/Reputation Specialist position is responsible for analysing, monitoring, and responding to all internal guest comments and reviews for the purpose of maximizing our online reputation on all channels – Multilingual.

Job description:
• Projects a favourable image of the company to promote its objectives.
• Effectively communicate and support Guest Review / Reputation Department requirements and expectations.
• Manages internal and external post review process including proactive solicitation of guest feedback and response to feedback provided.
• Engages with guests on all review platforms, replying to messages and comments in a timely manner, promoting brand-focused messaging.
• Develops and executes strategies and ideas to increase guest reviews.
• Monitors and develops reports on competitor guest feedback on all review platforms, providing management better insight into our competition.
• Keeps accurate record of all communication and ensures that all agreed deadlines are adhered to.
• Provides feedback regarding service failures or customer concerns that arrive via reviews, messages, and social media posts to the appropriate internal personnel and departments for follow-up and resolution.
• Performs in depth analysis on guest review trends and recommends adjustments as necessary.
• Collaborates with various teams to align the Guest Review / Reputation Management Department policies and systems with the company’s objectives.
• Performs other duties and responsibilities as required or requested

Requirements:

We are looking for individuals who have solid interpersonal skills and who demonstrate the energy and commitment to meet and exceed personal goals.
• Fluent in English and Portuguese (verbal and written) – Multilingual is a plus;
• Dynamism, proactivity and autonomy;
• Attention to detail, excellence and problem solving;
• Great teamwork, good communications and strong multi-tasking skills;
• Sense of responsibility, and trust;
• Be trustworthy and able to handle confidential information appropriately;
• High level of customer service and passionate about luxury hospitality;
• Availability and flexibility;
• Demonstrate responsibility and care with hygiene and personal appearance;
• Ability to act efficiently and effectively under pressure;
• Welcome the perspective of living in the Algarve (South Portugal);

What we offer:

Integration into one of the most prestigious companies in Portugal in its branch;
Stimulating professional goals; good working conditions; attractive compensation; private healthcare; a friendly, dynamic and ambitious work environment; yearly training and good overall career perspectives based on the results obtained.

VILA VITA offers advantages and benefits in several areas:
• VILA VITA World Advantages (discounts on goods and services of the VILA VITA Universe);
• VILA VITA Protocols (partnerships with various companies, with discounts on goods and services – gym, clinics, opticians, water parks, among others)
• Health and Wellness (access to a Curative Medicine Doctor);
• Sustainability and Social Responsibility (Staff Restaurant – access to 3 daily meals during the 7 days of the week, even on vacations and days off);
• VILA VITA general benefits – Transport for staff (various locations), Birthday gift, Wedding voucher, Baby voucher for child birth, Celebration of Holidays, Integration in social responsibility and environmental projects, Initial, continuous and Cross Training, Access to an integrated e-learning training platform (VILA VITA e-Academy), among others.
• Other benefits related to the function.

PEOPLE ARE THE HEART OF EVERY SUCCESS STORY.