Online Reputation Manager

[{{ $ | translate}}] Online Reputation Manager
Fairmont Waterfront


Job description




Online Reputation Manager

Working with an experienced team of communication professionals, you will play a key role in driving online customer engagement and be a voice for Fairmont Waterfront on all online review sites. You are passionate about customer engagement, hospitality, and digital marketing. You enjoy a challenge and keeping up with the fast paced emerging world of online review sites. You have a strong understanding of online reputation management and are a strong team-player and communicator.  


Hotel Overview: 

Fairmont Waterfront provides relaxed luxury on the West Coast coupled with a world-class Vancouver experience. Indulge in an urban retreat with elegant accommodation, state-of-the-art meeting facilities and breathtaking harbour views complete with warm and welcoming service. Guests can enjoy simple, fresh, local and handcrafted artisan food in ARC, then visit our celebrated rooftop garden and honeybee apiary to discover where we source our fresh herbs and honey from. 


Summary of Responsibilities:

Reporting to the Marketing & Public Relations Manager, responsibilities and essential job functions include but are not limited to the following: 

  • Being the customer service point and spokesperson for all online reviews, responding timely and consistent to customer and third party concerns; fielding issues with operational departments; ensuring 100% replies on all guest feedback platforms such as VOG (TrustYou), Tripadvisor, Expedia, Google, Open Table, Yelp and other platforms as assigned.
  • Managing the VOG (TrustYou) portal; engaging with customers regarding their feedback; establishing monthly reports and review patterns to identify areas of future focus and strategies; track, analyze and report customer feedback.
  • Assisting in the problem resolution process SCORE and #OWNIT; communicating with guests ensuring that issues are being resolved during the stay; establishing a monthly tracking system that would allow the team to solve potential issues proactively.
  • Managing the InTouch (FRHI guest contact platform) in collaboration with Fairmont Waterfront’s marketing & public relations team with direction from corporate brand team; creation of multiple message templates to increase flexibility, reflect on Vancouver’s seasonality and to support product and promotions. 
  • Working with the marketing & public relations team to create a reputation management strategy to increase our ranking within Vancouver; specifically within the competitive set.
  • Collaborating with the sales & marketing, public relations and regional revenue team to ensure all third party websites contain accurate content (description and photos) of our hotel and product.
  • Upholding the highest standards of internal and external customer service at all times.
  • Proactively build, develop, maintain and manage strong working relationships with various internal departments.
  • Participate in Fairmont Waterfront’s environmental program and department specific initiatives in working towards sustainable operations.
  • To be health and safety conscious and actively involved in maintaining a safe work environment.
  • Complies with Fairmont Hotels & Resorts policies, procedures and code of ethics.
  • Performs any and all other tasks which are assigned by the executive management.


  • Excellent writing and grammar skills with a high attention to detail and quality.
  • Post-secondary education in a related discipline such as business, marketing, or communications.
  • 1-2 years current and related experience within marketing, content marketing, or a social media environment, operational experience an asset.
  • Passionate user of digital technologies.
  • Strong organization skills; self-directed and works effectively in a fast-paced environment while managing multiple projects.
  • Demonstrated ability to execute projects on time and to work collaboratively on a team.
  • Positive attitude and professional presentation, with a proven ability to create partnerships within the industry. An equivalent combination of education and/or experience may be considered.
  • Multiple languages an asset; both written and verbal.

Visa Requirements:  Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization APPLY TODAY: Whether you’re launching your career or seeking meaningful employment, we invite you to visit to learn more about Fairmont Hotels & Resorts—and the extraordinary opportunities that exist!

ABOUT FAIRMONT HOTELS & RESORTS At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That’s why you'll find exceptional work opportunities—throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific—as well as industry-leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London’s The Savoy, New York’s The Plaza, and Shanghai’s Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!




See description

Job type
Central, Vancouver, Canada
Starting in
As soon as possible
Contract duration

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