Reputation ManagementFinal Project

Job description of a reputation manager

Antonella ChahwanMBA2A

Job title

Reputation Management

Summary descriptionThe reputation manager has the responsibility to supervise a team of online search engine management consultants who control search results in order to overwhelm negative insulting content. The aim is to be ensure  that only positive one appear about a person, brand or company name on the first pages of search engine result.

Tasks and responsibilities

Define the group brand and sensibly start introducing it. Manage, measure and monitor the reputation of the hotel.Meet the clients to determine the extent of reputation damage from negative content.

Oversee the contents appearing in the first pages of a search engine result.

Responsible for implementing online reputation management.

Offer the options to the client to assist in their decision.

Watch over the functions of the team of professionals to ensure they provide the best service to clients.

Develop the strategies and standards in implementing search engine manipulation properly.

Ensure that the work is in accordance with company rules and standards.

Minor functions

•Be involved in the financial communication matters of the hotel.Supervisor•Communication & PR department

QualificationsThe basic degree required for the job is a Master’s degree in management and administration.Skills Necessary Experience in the development of a distinctive brand identity or demonstrated success in defining and managing brand(s) in a large, complex organization or context; if no or limited experience, enthusiasm to learn.A minimum of 5 years communications experience.Have excellent command of search engine optimization as applied in search result handling.Skills of communication and negotiation are also required and very important.Have excellent interpersonal skills to deal with website owners and clients.Have excellent organizational and problem solving skills.Flexibility: the ability and availability to perform the required tasks and willingness to learn on an ongoing basis. Ability to work under pressure and to set prioritiesMultitasking abilities to do the multi tasking job.Experience DesiredIt would be preferable to have a person with 7-10 years of past working experience in marketing, public relations or risk management.Working Hours9:00 to 6:00 pm

1/ How do these skills differ from 'regular' management skills?

The basic skills common for both management and reputation management include problem solving and decision making, planning, meeting management, delegation, and communication. However the reputation management skills differ from usual management skills since they are mostly based on effective communication strategy. The reputation management is mostly oriented to customer and not marketing issue. He has to be customer oriented for a certain success of the hotel/company the person is working for.  The key is having a strong reputation in research, understanding of the social medias and how do they effectively work , being innovative.

2/ In your vision, how should Reputation Management relate to Social Media Marketing management?

Reputation Management has two main goals: significantly present the positive through search engine optimization and social networking and address and learn from the negative. Maintaining the reputation ensures you make a positive impression; on search rankings and people’s minds. Reputation management, as a concept, is to make sure that the public’s interpretation of the business we are working for remains positive. Social media reputation management is like a digital PR. This social media presence means they can be searching for reviews or feedback given directly by their customers and respond accordingly (Facebook, Twitter…). A social media presence always provides opportunities for organizations to interact with their clients; this will help build trust within the client-base and in-turn, build brand strength. That’s how social media and reputation management are quite related to each other.

3/ How will the hotel measure the success of implementing a Reputation Management role?

The impact of reputation management will mainly play a key role in revenue management.This direct connection between reputation and revenue is an indication of how social media analytics is growing.For hotel organizations, it is really important to identify that the relationship between social media and reputation management is a serious strategic initiative and that they will need to implement a consistent workout plan, decide to do respond to the social web, influencing the social web to improve guest satisfaction and then surely drive revenue.By making sure of managing well the social Medias and responding properly to the guests the reputation of a hotel will be positively affected, the hotel will see his place on the first pages of the search engines and this will make the revenue grow since the hotel will get to be known much faster with its good positionning.

Case Study Example: Chateau Bourbon Achieves Number-One Ranking 

“Social media and online reviews will continue to increase in importance and will have a direct impact on your revenue and profitability. With the proliferation of channels where consumers are leaving reviews, the complexity of monitoring and managing reviews increases significantly,”“In Business, reputation is everything”