ORM Executive

EKO STAY is a leader in professionally managed vacation homes, offering curated homestay experiences across India. Founded in 2018 by experts in hospitality, the company operates over 150 thoughtfully designed villas across 12 cities. Known for its focus on innovation, customer satisfaction, and sustainable growth, EKO STAY sets benchmarks in alternative accommodations. Guests enjoy a blend of comfort, convenience, and unforgettable experiences with every stay.The ORM (Online Reputation Management) Executive is responsible for optimizing online listings, managing brand identity, and handling clientgrievances. This role involves enhancing the company's online presencethrough various strategies, ensuring customer satisfaction, and maintaining apositive brand image.Key Responsibilities: - OTA Optimization - Reviews and Ratings:Monitor and manage reviews and ratings on Online Travel Agencies (OTAs).Implement strategies to improve overall ratings and manage feedbackeffectively.Engage with customers through reviews to foster positive relationships andaddress concerns. - Website Listing Optimization:Regularly update and optimize property listings on the company website.Ensure all listings are accurate, detailed, and attractive to potential clients. - Image Optimization:Optimize images on the website for better performance and visual appeal.Enhance brand identity through consistent and high-quality imagery.Collaborate with the design team to create compelling visuals that align withthe brand’s image. - Maintaining Brand Identity Online:Uphold and promote the company’s brand identity across all online platforms.Ensure all online content reflects the company’s values, mission, and brandingguidelines.Monitor online presence to ensure consistency and quality of the brand’srepresentation. - Addressing Client Grievances:Respond promptly and professionally to client complaints and grievances.Provide solutions and follow-up to ensure customer satisfaction.Document and report recurring issues to improve overall service quality.- Handling Escalations and Damage Control:Manage and resolve escalated issues effectively to mitigate potential damage tothe brand.Develop and implement damage control strategies to handle negativepublicity.Communicate with affected clients to restore confidence and trust in the brand. - Listing New Properties and Delisting Inactive/Non-performing Listings:Identify and list new properties on various platforms.Monitor the performance of listings and delist properties that are inactive orunderperforming.Ensure all active listings are current and optimized for best performance.