Guest Service Analyst

Description

Position Summary: Oversee, manage, and enhance the public perception of the hotel corporate group’s properties by monitoring reviews and responding professionally to protect the brand image. Key Responsibilities: 1. Enhances the online reputation of the hotel corporate group. 2. Participates in defining operational improvements. 3. Collaborates with the Quality Department to encourage reviews. At **GRUPO MX**, we are a hotel corporate group specialized in the development and operation of both owned and third-party hotels. Join the great **MX Family** as: **Junior Reputation Analyst (Corporate GRUPO MX)** **Position Objective:** * Oversee, manage, and enhance the public perception of our portfolio of Properties, with a primary focus on the digital environment. * Monitor and consolidate reviews, comments, and mentions of various Properties across key platforms such as Google, Tripadvisor, social media, and similar channels. * Respond professionally, personally, and promptly to both positive and negative reviews. Act swiftly in response to critical negative reviews or situations that may harm the Brand’s image. * Identify service weaknesses for internal Quality analysis and participate in defining proposals for operational improvements. * Generate periodic reports on the online reputation index (reputation score) and competitive positioning. * In collaboration with the Quality Department, implement strategies to encourage satisfied guests to leave reviews, thereby increasing the volume of evaluations. **Requirements:** * Bachelor’s degree in International Business, Administration, Tourism, or related field. * Minimum 2 years of experience in Online Reputation, Guest Experience, or Guest Satisfaction. * Proficiency with tools such as Medallia, myHotel, ReviewPro, TrustYou, Revinate, or SiteMinder. * Experience with Hotel Property Management Systems (PMS) such as Opera and Cloudbeds. * Familiarity with platforms such as Google Business Profile, Tripadvisor, Booking.com, and similar. * Intermediate English language proficiency (required). **We Offer:** * Weekly salary of $3,150 to $3,350 net (depending on experience). Opportunity for short- and medium-term financial growth. * Statutory benefits. * Additional benefits through our Wellness Program. **Work Location:** Santa María la Ribera, Cuauhtémoc Borough, CDMX.