Junior Guest Review Coordinator

The Role

We are hiring a Junior Guest Review Coordinator to support online guest review and reputation-management work across our hospitality portfolio.

This is a remote, full-time, entry-level position focused on written guest communication, review monitoring, basic dispute support, reporting assistance, and administrative follow-up with Regional Managers.

You will receive training, templates, brand guidelines, and ongoing support. As you become familiar with the role, you will gradually take responsibility for assigned properties and recurring tasks.

The work is primarily written, largely asynchronous, and detail-oriented. The person we hire should be comfortable writing every day, following established procedures, organizing multiple assignments, and asking questions when additional context or approval is needed.

AI tools such as Claude, ChatGPT, and Gemini are part of our workflow. You will use these tools to assist with drafting and organization, but you will be expected to review, edit, and verify all work before it is submitted or published.

What You’ll Do

• Draft and post responses to guest reviews across platforms such as Google, TripAdvisor, Booking.com, Expedia, and Airbnb.
• Follow established templates and brand guidelines while adapting each response to the guest’s specific comments and experience.
• Review AI-generated drafts for accuracy, tone, grammar, and professionalism before publishing.
• Monitor assigned review platforms and flag urgent, sensitive, or high-risk reviews for management.
• Maintain tracking logs for review responses, guest outreach, disputes, removals, appeals, and pending follow-up.
• Assist with guest outreach regarding review concerns, primarily through WhatsApp, RingCentral, or approved communication channels.
• Prepare draft review-removal requests and OTA disputes using established procedures and supporting documents.
• Escalate complicated disputes, legal concerns, safety issues, compensation requests, or unclear situations to the appropriate manager.
• Follow up on pending disputes and removal requests according to the established schedule.
• Assist with the preparation of monthly review reports by gathering data, checking figures, identifying basic trends, and preparing AI-assisted drafts for management review.
• Maintain a rotating property-review schedule so assigned properties are checked consistently.
• Coordinate with Regional Managers when additional information is needed to understand or respond to a guest concern.
• Cross-reference internal guest records and communication logs when supporting review disputes.
• Draft internal reminders or training communications using approved guidance and management direction.

What the Day Actually Feels Like

Many positive guest reviews may be handled through automated systems. As a result, much of the work assigned to this position involves complaints, negative reviews, misunderstandings, or situations that require careful communication.

You should be comfortable reading difficult feedback while maintaining a calm, respectful, and professional tone.

You may be asked to respond on behalf of properties you have not personally visited. You will review available guest messages, property notes, and internal records to understand the situation before preparing a response.

You will not always have every detail immediately. When information is missing or unclear, you will be expected to ask questions, document the issue, and escalate it rather than making assumptions.

Some disputes will be approved, while others may be denied by the OTA. Your responsibility is to follow the established process, maintain accurate records, complete required follow-up, and escalate when additional review is needed.

What Success Looks Like in the First 60–90 Days

• You consistently complete assigned review responses and follow-up tasks within expected timelines.
• Your writing reflects the appropriate brand voice and requires fewer corrections over time.
• You review AI-generated content carefully instead of publishing it without editing.
• Your tracking logs are accurate, organized, and up to date.
• You recognize which issues you can handle independently and which issues require management approval.
• You follow the property-review schedule and do not allow assigned properties to go unmonitored.
• You assist with monthly reporting and can explain how the information was gathered.
• You demonstrate steady improvement in review responses, dispute preparation, and guest communication.

Required Qualifications

• Professional written and spoken English.
• At least one year of experience in hospitality, customer service, guest communication, administrative support, community management, review response, or another written-communication-focused position.
• Strong writing, grammar, proofreading, and attention-to-detail skills.
• Reliable home internet and a quiet workspace for calls and focused writing.
• Comfort using Google Workspace, including Google Sheets, Docs, Gmail, and Meet.
• Comfort using WhatsApp for team communication and guest outreach.
• Ability to follow written procedures, templates, deadlines, and escalation guidelines.
• Comfort using AI tools such as Claude, ChatGPT, Gemini, or similar tools, with the ability to review and correct the output.
• Ability to receive feedback and apply corrections consistently.

Preferred Qualifications

• Prior hospitality, hotel, vacation-rental, or short-term-rental experience.
• Familiarity with platforms such as Booking.com, Expedia, Airbnb, Google, or TripAdvisor.
• Familiarity with hospitality property-management systems such as Cloudbeds or similar platforms.
• Experience responding to guest complaints or customer feedback.
• Experience preparing basic reports, spreadsheets, or tracking documents.
• Experience drafting disputes, escalations, or appeals.
• Bilingual English and Spanish.

What This Job Is Not

• This is not a hotel-reviewer or mystery-shopper position. You will communicate on behalf of hospitality properties.
• This is not a marketing, social-media strategy, or brand-management position.
• This is not a management role.
• This is not a high-volume inbound call-center position, although occasional outbound calls or voice messages may be required.
• This is not a fully independent reputation-management position. Complex, high-risk, or unclear situations must be escalated.
• This is not a role where AI-generated writing can be submitted without reviewing, editing, and verifying it.
• This is not a role for someone who takes guest complaints personally. The position requires calm, professional communication and a focus on documenting and resolving issues.

Growth Opportunity

This role is designed as an entry point into hospitality guest relations and online reputation management.

Employees who demonstrate strong writing, sound judgment, reliable follow-through, and the ability to handle more complex assignments may be considered for increased responsibility and future advancement.

How to Apply

Please submit your résumé and answer the application questions provided.

Candidates selected for an interview may be asked to complete a brief writing or review-response exercise.

Job Type: Full-time

Pay: $11.00 per hour

Application Question(s):

• What is your level of professional written and spoken English? (Options: Native or bilingual / Full professional / Working proficiency / Limited proficiency) — auto-reject below Full professional
• Do you have at least 1 year of experience in online reputation management, review response, hospitality guest communication, PR/community management, or a similar written-communication-heavy role? (Yes/No)
• Which best describes your experience managing online reviews or written guest/customer communication? (SELECT ONLY ONE)

A. No direct experience with reviews or written customer response
B. I've responded to reviews or written customer messages occasionally, as one duty among many
C. Regular review response or written customer communication was a defined part of my job
D. I owned online reputation or review response for a business or brand — responses, tone, and platform coverage were mine
E. I owned reputation management including disputes, removals, and analytical reporting on review trends

• Which best describes your experience using AI tools (Claude, ChatGPT, Gemini, or similar) for work? (SELECT ONLY ONE)

A. I have not used AI tools for work
B. I've tried AI tools casually but not in a professional workflow
C. I use AI tools regularly to draft, summarize, or research — I generally accept the output
D. I use AI tools regularly and edit or rewrite the output based on my own judgment before using it
E. I use AI tools as a working partner — I direct them, critique their output, and treat what they produce as a draft to be verified, not a finished product

Work Location: Remote