The Star Ratings Contractor key job duties are to compute our companies star ratings as directed by the Hotel Star Ratings Manager. In this role, the key responsibilities include rating new unrated hotels within the 3-day SLA and answering star rating review requests. The contractor in this role will also work on a project to audit star ratings in South America. Star Ratings Contractors are required to interact and communicate with our company Market Managers and partners regarding star rating adjustments.
Team members work closely with the Hotel Star Ratings Manager to ensure the program is meeting SLA's and to maintain the integrity of the hotel rating standards.
The Star Ratings Team in Bellevue, WA computes all hotel star ratings for all ESR Merchant Hotels and EEM properties appearing on our companies in North America, Latin America, and Asia Pacific (APAC).
Responsibilities of this role include but are not limited to:
oCompute ratings for our company sites (both ESR and EEM) within 3-day SLA
oHandle rating disputes (Express cases) for the Americas and APAC region
oCommunicate with suppliers and market managers regarding star rating issues
oWork with Market Managers to:
1.Set appropriate expectations
2.Provide them with an understanding of program to maintain the integrity of the star ratings overall
3.Listen to their feedback
oMaintain integrity of star ratings as a customer focused, supplier friendly feature
oWork with the Hotel Star Ratings Manager to share and implement best practices with a focus on efficiency while preserving the integrity of the star ratings program
oKeep abreast of trends and developments within the lodging industry
oAudit projects which will include an audit of South American hotels
oUniversity Bachelors Degree preferred (preferably in Hospitality Management or Business)
oHotel Experience, preferably in a full-service hotel (3.0-5.0-stars)
oWidely travelled, throughout the United States. Some travel in Canada, the Caribbean, South America and Asia is preferred
oFamiliarity with hotels (in multiple star classifications) and independent hotel ratings systems
oExposure to speciality lodging (B&B's, Condominiums, etc.)
oExcellent writing ability (solid grammar and spelling skills), specifically related to writing business letters and emails
oAbility to resolve star rating disputes using written communication with a professional & polite tone
oMinimum one year prior experience resolving customer disputes
oDetail oriented, with a keen eye for details and quality when reviewing hotel photos and content
oAbility to consistently apply objective set of data to existing product
oProficiency in Microsoft Word, Excel, Outlook, PowerPoint required; experience with content databases and management tools a plus.
oStrong listening skills and ability to work independently
oAbility to follow directions to ensure the program has balanced ratings and consistent voice
oCapable of prioritizing multiple job duties
oStrong organizational and quality assurance skills
oDesire to thrive in a fast-paced environment with competing priorities
oStrong decision making capabilities