The Role
We're hiring a Review Coordinator to own our online reputation work across the portfolio. This is a remote, full-time role responsible for guest review responses, review removal outreach and OTA disputes, monthly review analytics, and cross-functional follow-up with Regional Managers.
You will work independently. Your day-to-day supervision is light. You'll partner regularly with Regional Managers, our administrative leadership, and the Training Manager. The work is primarily written, largely asynchronous, and detail-heavy — and the person we hire needs to be comfortable producing quality content every day.
You will also be working alongside AI tools (Claude, Gemini) as a core part of the workflow. This is not a role where AI is a bonus skill — it's part of how the work gets done. Your judgment about when AI output is good enough and when it needs your correction is one of the things we're actually hiring for.
What You'll Do
- Write and post responses to guest reviews across Google, TripAdvisor, Booking.com, Expedia, and Airbnb — using Cloudbeds where possible and directly on OTA platforms where needed. Responses must reflect the property's brand voice and be tuned to what the guest is actually saying.
- Drive review removal and dispute work. Reach out to guests (primarily via WhatsApp text and RingCentral, occasionally phone) to negotiate voluntary review removals. Draft and submit formal review disputes to OTAs with supporting evidence documents. Follow through on pending removals and file appeals when initial dispute responses aren't sufficient.
- Produce the Monthly Review Analysis Report — the core recurring analytical deliverable — using AI-assisted drafting and your own analytical judgment. Verify every number, understand every trend, and present each report to Regional Managers and leadership in scheduled meetings. A report you can't explain and defend isn't a report.
- Manage a rotating property check routine so no property in our portfolio goes without attention for more than a week. Balance this against ad-hoc Upper Management requests without letting either drop.
- Coordinate with Regional Managers on Guest Tracker reviews — cross-referencing flagged no-show and threat guests against incoming reviews, and taking dispute action where warranted.
- Draft internal reminder and training communications for property teams to help them avoid the operational patterns that produce disputable-but-avoidable negative reviews, and to protect our dispute-ability by keeping OTA-facing communications clean.
What the Day Actually Feels Like
Most of the positive reviews across our portfolio are handled by automated AI responses. What lands on your desk is disproportionately the difficult material — guests who had bad experiences, situations that went sideways, and reviews where someone is exaggerating or leaving out key context. You should be comfortable spending the majority of your working time in negative content without it draining your focus or your tone.
You'll regularly represent properties you've never physically visited, to guests who were actually there. You'll piece together what happened from message transcripts and internal notes, and then write or speak as if you have full context — because the guest needs to feel heard and believe their feedback is driving change. If you need to fully understand a situation before you can communicate about it with confidence, this will be a difficult role.
Some disputes resolve cleanly. Others don't. Guests occasionally misrepresent agreements. OTA support teams apply policies inconsistently. AI drafts sometimes default to language that concedes too much on behalf of the property. The work requires staying strategic and measured through that friction — not reacting to it, but working through it methodically toward the outcome you're after.
What Success Looks Like (First 60–90 Days)
- You're running the daily response and dispute cadence independently — nothing waiting on you longer than it should
- You have a working weekly rotation across the property portfolio and can name what's happening at each property
- Your monthly report is credible on its own — a Regional Manager reads it without you and understands it. In the meeting, you can defend every number and explain what changed
- Your AI-drafted work is verified, not rubber-stamped. When a response goes out or a report goes up, you can point to what you changed and why
- Disputes and appeals are being pursued when the evidence supports them, not just filed once and dropped
Required Qualifications
- Fluent written and spoken English at a proficient level. Guests and property owners will read what you write, and you'll speak with guests directly on calls — spoken English needs to be fluent, not just functional. Small errors, written or spoken, read as unprofessional
- 1+ year of experience in one or more of: online reputation management, guest review response, hospitality customer communication, PR / community management, or a written-communication-heavy customer role
- Reliable home internet and a quiet workspace for calls and focused writing
- Comfort with Google Workspace — Sheets, Docs, Gmail, Meet
- Comfort with WhatsApp for both internal team communication and guest outreach
- Comfort using AI tools (Claude, ChatGPT, Gemini, or similar) as a working partner — with the judgment to edit and push back on AI output rather than just accepting it
Preferred Qualifications
- Prior hospitality, hotel, or short-term rental industry experience
- Familiarity with major OTAs (Booking.com, Expedia, Airbnb, TripAdvisor) from a property or operator perspective — not just as a traveler
- Familiarity with hospitality PMS
- Prior experience writing formal disputes, escalations, or appeals in a business setting
- Prior experience producing recurring analytical or reporting deliverables (sentiment analysis, satisfaction reporting, feedback trends)
- Bilingual English/Spanish
What This Job Is Not
- Not a "hotel reviewer" or mystery shopper role — you write on behalf of properties, not about them
- Not a marketing content or brand-strategy role
- Not a high-volume inbound call center role — you will make outbound calls and voice messages to guests when the situation calls for it, but text messaging and written communication carry most of the work
- Not a role for someone who wants to accept AI-generated content without applying their own judgment
- Not a role for someone who absorbs negative feedback personally — the material you work with daily is overwhelmingly complaints, disputes, and difficult guest situations, and your effectiveness depends on staying focused on resolution rather than reacting emotionally to the content
How to Apply
Apply with your resume in English and complete the screening questions below. We review applications on a rolling basis and will move quickly.
At Mine Hospitality is an equal opportunity employer.
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
