Reviews & Ratings Specialist

OYO

2 - 7 years

4 - 6 Lacs

Gurugram

Posted:7 hours ago| Platform:

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Skills Required

Communication Skills Empathy & Emotional Intelligence Reputation Management Customer Relationship Management Attention to Detail Analytical Thinking

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Overview

Reviews & Ratings Specialist

Key Responsibilities

Monitor, track, and respond to guest reviews across all major booking and review platforms in a professional, timely, and personalized manner.
Investigate and resolve guest complaints and queries received via reviews or email, working closely with internal teams (Ops, Customer Support, Onboarding, etc.).
Craft empathetic and effective review responses that align with our brand voice and show genuine care.
Identify recurring issues affecting guest satisfaction and coordinate with relevant teams to resolve root causes.
Strategically engage with satisfied guests post-stay to encourage positive reviews and ratings.
Generate regular reports on review performance, sentiment analysis, and property ratings trends.
Collaborate with marketing and operations teams to improve service quality and guest experience initiatives based on review insights.
Build strong relationships with platform support teams to address escalations and unjustified negative reviews when appropriate.

Key Requirements

2+ years of experience in customer support, guest relations, online reputation management, or similar roles.
Excellent English communication skills both written and verbal.
Strong problem-solving and conflict resolution abilities.
Skilled in professional email communication and customer handling with a calm, empathetic tone.
Detail-oriented with the ability to manage multiple tasks and platforms simultaneously.
Familiarity with guest review platforms such as Google, Booking.com, TripAdvisor, etc., is highly preferred.
Experience working with international clients/guests is a plus.

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