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Star Ratings Contractor - 320834

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The Star Ratings Contractor key job duties are to compute the 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 the Market Managers and hotel 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 computes all hotel star ratings for all Hotels and properties appearing for the client in North America, Latin America, and Asia Pacific (APAC).

Responsibilities of this role include but are not limited to:
•Compute ratings for hotels new to client within 3-day SLA
•Handle rating disputes (Express cases) for the Americas and APAC region
•Communicate with suppliers and market managers regarding star rating issues
•Work 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
•Maintain integrity of star ratings as a customer focused, supplier friendly feature
•Work 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
•Keep abreast of trends and developments within the lodging industry
•Audit projects which will include an audit of South American hotels

Qualifications
•University Bachelors Degree preferred (preferably in Hospitality Management or Business)
•Hotel Experience, preferably in a full-service hotel (3.0-5.0-stars)
•Widely travelled, throughout the United States. Some travel in Canada, the Caribbean, South America and Asia is preferred
•Familiarity with hotels (in multiple star classifications) and independent hotel ratings systems
•Exposure to speciality lodging (B&B’s, Condominiums, etc.)
•Excellent writing ability (solid grammar and spelling skills), specifically related to writing business letters and emails
•Ability to resolve star rating disputes using written communication with a professional & polite tone
•Minimum one year prior experience resolving customer disputes
•Detail oriented, with a keen eye for details and quality when reviewing hotel photos and content
•Ability to consistently apply objective set of data to existing product
•Proficiency in Microsoft Word, Excel, Outlook, PowerPoint required; experience with content databases and management tools a plus.
•Strong listening skills and ability to work independently
•Ability to follow directions to ensure the program has balanced ratings and consistent voice
•Capable of prioritizing multiple job duties
•Strong organizational and quality assurance skills
•Desire to thrive in a fast-paced environment with competing priorities
•Strong decision making capabilities

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