[Hiring] Reputation Management Coordinator @First Chair Destinations

Role Description

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.

• 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.
• 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.
• 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.
• Support continuous improvement initiatives by analyzing program performance, identifying bottlenecks, and implementing process optimizations.
• 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!

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.

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.
• This job description does not identify every requirement of the position. First Chair may change position requirements, responsibilities, and work environment at any time with or without notice.
• Some positions may require that you drive a personal vehicle and/or company vehicle for work purposes.
• Employees who are required to drive a personal vehicle must have reliable transportation, a valid driver’s license, and be at least 18 years of age.
• Employees who are required to drive a company vehicle must have a valid driver’s license, be at least 21 years of age, and have been a licensed driver for no less than 3 years.
• An offer of employment for this role will be contingent upon the successful completion of a background check.

Benefits

• We’re proud to offer a competitive benefits package designed to support our employees both at work and beyond.
• Health, Dental & Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO) & Holidays (non-exempt employees)
• Paid Flexible Time Off & Holidays (exempt employees only)
• Paid Sick Leave
• Benefits are subject to the terms and conditions of the applicable plan documents, which govern in the event of any discrepancy.
• The Company reserves the right to modify, suspend, or terminate benefit plans and programs at any time.