Vikas Panwar

Social Engagement Freelancer

Dynamic and detail-oriented freelance professional specializing in review management for hospitality brands including Hyatt, Marriott, and Extended Stay America. Proven track record of responding to guest feedback across various platforms and maintaining the reputation of clients through effective communication and social media engagement.

· Manage and respond to guest comments and messages on social media and online platforms such as TripAdvisor, Booking.com, Google, Expedia, Yelp, GSS, and Medallia within 24 hours, representing clients professionally.

· Engage with social media audiences according to established guidelines, ensuring brand consistency across all channels.

· Adhere to processes and best practices outlined in the iResponze handbook and SOP manual, ensuring compliance with company standards.

· Maintain accurate records of daily activities, ensuring transparency and accountability in actions taken on behalf of clients.

· Notify clients of potential issues ("red zoned" alerts) promptly and follow the established Red Zone Standard Operating Procedures (SOP).

· Contribute to team objectives by achieving related results, fostering a collaborative work environment.

· Project a positive image of iResponze and uphold Company Standards of Service in all client interactions.

· Complete all assigned training relevant to departmental standards and brand requirements, continually enhancing professional development.

Help clients design, plan, and procure vendors, services, and décor with budget and client specifications. Organize the event from start to finish, including location, guest lists, décor, entertainment, catering, hotel accommodations, and transportation. Keep clients informed and up to date with planning progress.

Announced and provided information on arrival and departure times, boarding procedures, gate changes and carry-on regulations. Maintain outgoing communication with management team to ensure understanding of market trends, customer needs, product offering and strategic direction.

Ensure that the guests are provided with efficient and professional service. Maintain food presentation and temperature control of all orders. Train all room service personnel to answer the Room Service phone promptly and according to company standards.

• Welcoming guests.
• Greeting guests when entering and leaving.
• Listening to guests' requirements and communicating with the concerned person.
• Taking table orders.
• Ensuring guest satisfaction.
• Assisting server and kitchen staff.
• Setting up tables when guests leave.

• Listening to guests' requirements and communicating with the concerned person.
• Taking table orders.
• Ensuring guest satisfaction.
• Assisting server and kitchen staff.