Boost Hotel Reviews on Social

We manage the online reputation and guest communications for a newly renovated hotel in Detroit, USA. We're looking for ONE highly skilled professional to handle both review responses across multiple platforms AND automated email marketing campaigns to drive reviews and repeat bookings.This is a critical role that directly impacts the hotel's online ratings, guest satisfaction, and revenue. You'll be the voice of the brand in written communications.

PART 1: REVIEW MANAGEMENT (60% of role)What You'll Do:

Monitor 5-6 review platforms daily (Google, TripAdvisor, Booking.com, Expedia, Yelp, Facebook)
Respond to ALL guest reviews within 24 hours (positive and negative)
Customize each response using provided templates (NO copy-paste - each response must be personalized)
Handle negative reviews with empathy, professionalism, and problem-solving approach
Maintain brand voice: professional, warm, genuine, solution-oriented
Log all reviews in daily tracking spreadsheet with sentiment analysis
Flag urgent issues or patterns to management immediately
Identify trends in guest feedback (positive and negative themes)
Provide weekly review summary report every Monday
Maintain 100% response rate across all platforms
Example Daily Review Workflow:

9:00 AM IST: Check all 6 platforms for overnight reviews (US evening)
9:30 AM IST: Respond to all new reviews, prioritizing 1-star reviews first
10:30 AM IST: Update tracking spreadsheet
9:00 PM IST: Second check for new reviews (US morning/afternoon)
9:30 PM IST: Respond and update tracking
PART 2: EMAIL MARKETING (40% of role)What You'll Do:

Set up and manage Mailchimp automation workflows for post-stay guest communications
Upload weekly guest lists from Excel/CSV files (every Monday)
Design and optimize email templates in Mailchimp using drag-and-drop builder
Schedule automated email sequences:

Day 1 post-checkout: Thank you email
Day 3 post-checkout: Review request email (with direct links to Google/TripAdvisor)
Day 30 post-checkout: Return guest offer email


Create review request emails with strategically placed CTAs and direct review links
Monitor email performance metrics (open rates, click rates, conversions)
A/B test subject lines, send times, and email copy
Segment email lists based on guest type (business, leisure, event attendees)
Create monthly email performance reports with optimization recommendations
Ensure all emails comply with CAN-SPAM and email marketing best practices
Troubleshoot deliverability issues
Example Weekly Email Workflow:

Monday 10:00 AM IST: Receive guest list from client (checkout dates from previous week)
Monday 11:00 AM IST: Upload to Mailchimp, tag with checkout dates
Monday 12:00 PM IST: Verify automation sequences are triggered correctly
Mid-week: Monitor email performance, check for bounces/unsubscribes
Friday: Compile weekly email metrics for report
COMPREHENSIVE REQUIREMENTS:✅ MANDATORY SKILLS:

Exceptional written English - Native level or C2 proficiency (THIS IS NON-NEGOTIABLE)

Perfect grammar, spelling, punctuation
Understanding of American English conventions
Ability to adapt tone appropriately (empathetic, professional, friendly)


Mailchimp experience - Must have hands-on experience with:

Building automation workflows
Email template design
List management and segmentation
Analytics and reporting


Customer service mindset - Natural empathy and problem-solving ability
Extreme attention to detail - Zero tolerance for errors in guest-facing communications
Self-discipline and reliability - Must check platforms daily without supervision
Technical proficiency - Comfortable learning new platforms quickly
✅ STRONGLY PREFERRED:

Previous experience in hospitality, hotel, or travel industry
Online reputation management experience
Understanding of US customer service expectations and cultural nuances
Experience responding to negative feedback/crisis communication
Knowledge of email marketing best practices and deliverability
Basic graphic design skills (for email visuals)
✅ PERSONAL QUALITIES:

Professional and mature communication style
Thick skin (won't take negative reviews personally)
Proactive problem-solver
Organized and systematic
Deadline-driven
Comfortable working independently
DELIVERABLES & DEADLINES:Daily:

All new reviews responded to within 24 hours (maximum)
Review log updated in Google Sheets
Urgent issues flagged to management immediately
Weekly:

Guest email list uploaded and campaigns scheduled (every Monday)
Review summary report (every Monday by 2 PM IST)
Email performance check and optimization
Monthly:

Comprehensive review metrics report (ratings trends, sentiment analysis, top issues/praises)
Email campaign performance report (open rates, click rates, review conversion rate)
Strategic recommendations for improvement
Success Metrics (How We'll Measure Your Performance):

100% review response rate maintained
Average response time under 18 hours
Positive sentiment in review responses (qualitative assessment)
Email open rate: 25%+ (industry benchmark: 20%)
Email click rate: 3%+ (industry benchmark: 2.5%)
Review generation rate: 8-10% of email recipients leave reviews
Zero spelling/grammar errors in published responses
Client satisfaction with communication quality
TOOLS YOU'LL USE:Platforms (we'll provide access):

Google Business Profile
TripAdvisor Management Center
Booking.com Extranet
Expedia Partner Central
Yelp for Business
Facebook Business Manager
Mailchimp (Essentials or Standard plan)
Your Tools:

Google Sheets - Tracking and reporting
Grammarly Premium (we'll provide) - Quality assurance
Gmail - Communication
WhatsApp/Slack - Team communication
Canva (basic) - Email graphics if needed
Loom - For occasional video updates/training