Reputation Management Seminar

Assignment for my reputation management course (to do a reputation manager job description)


Hotel looking for a Reputation Manager 

Responsibilities

Within the public relations department, you will be in charge of building, maintaining or rehabilitating the reputation of our hotels through:

• Monitoring the online reputation of our hotels (on websites, social networking sites, consumer reviews site, etc...)
• Cultivating the conversation about our hotels on various social media sites
• Creating and using positive content about our hotels
• Promoting this content on social networking sites, websites, blogs and others for the search engines to pick it up (do SEO)
• Responding quickly, appropriately and effectively to counter negative comments
• Planning strategies in case of crisis 
• Measuring the success of implementing your reputation management role by:
• monitoring new reviews about the hotels (positive/negative ratio)
• using indexes such as ReviewPro
• tracking with analytics (e.g.: the Global Review Index) and semantic analysis 
• looking at how much traffic you have generated to the hotels' websites

This position also relates to Social Media Marketing management in the sense that most of the conversation made about our hotels will take place on social media sites such as Facebook and Twitter. Moreover these sites are very important in the work of reputation management because they will give you the opportunity to interact and respond with whomever is talking about us and it will allow you to get influencers to talk about our properties.

Qualifications

• Master degree in communication, marketing, IT or hospitality management
• Social Media savvy: social networking sites are part of your daily life
• Demonstrate great ease with computer and internet in general
• Can quickly process data
• Excellent knowledge in SEO (understanding the inner workings of search engine algorithm is a +) 
• Excellent communication skills 
• Perfect English, other languages are a +

These skills differ from "regular" management skills in the way that you have to be able to monitor much more than other managers; you have to foresee how our reputation will develop to maintain it rather than perform problem solving. Moreover, a ORM has to be extremely good with online consumer service: has to have the proper skills to deal with negative comments about our properties.