1. Job description of a reputation manager
Antonella Chahwan
MBA2A

2. Job title
Reputation Management
Summary description
The 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.

3. 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

4. Qualifications
The 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
priorities
Multitasking abilities to do the multi tasking job.
Experience Desired
It would be preferable to have a person with 7-10
years of past working experience in marketing, public
relations or risk management.
Working Hours
9:00 to 6:00 pm

5. 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.

6. 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.

7. 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.

8. 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
“In Business, reputation is everything” significantly,”