Essential functions: The review specialist is part of the guest services department, while their day-to-day is centered on review management, they will provide the department with generalist customer support on an as-needed basis. - Proactively contact guests after checkout to encourage and guide positive reviews. - When appropriate, persuade guests to revise or retract negative reviews by resolving their concerns - Collaborate with the operations team to address escalated on-property guest issues and prevent negative reviews - Assist with refund and resolution processes to support reputation management - Identify trends in reviews, drive actionable feedback back to the appropriate teams. - Contribute to project-based initiatives, such as ensuring successful reviews for new or relaunched properties, upselling, etc. How is success measured for this role? - Company-wide average review score (4.9/5 minimum average each month, no market under 4.85 during a monthly measurement period). - Number of reviews retracted or revised - Ability to increase live review scores on certain key property listings - Number of 5-star reviews solicited and converted Qualifications: - Fluent command of the English language (written and spoken) - Comfortable using cloud-based platforms to manage, organize, and complete day-to-day work - Reliable phone and internet connection, owns a smartphone and personal computer. - Strong written and verbal communication skills; persuasive yet empathetic/emotionally intelligent. - Proven experience in customer service, sales, hospitality, or reputation management. Very comfortable picking up the phone, connecting with people, and creating ease during difficult interactions. Working Schedule & Compensation, business Relationship: - This is a contract position with a 40 hour/week commitment. - Remote position - Negotiable pay rate