Proactively monitor, analyze, and address customer feedback across various digital channels and OTAs, ensuring communication consistency, enhancing customer experience, and maintaining the brand’s positive image. Additionally, contribute to the continuous improvement of the customer journey by mapping, analyzing, and supporting the implementation of improvements in operational and administrative processes—with a focus on promoting efficiency, standardization, quality, and compliance with service standards and internal regulations. Monitor customer communications across multiple channels, including emails and review platforms**;** Analyze and consolidate feedback from review platforms; Analyze feedback and data from internal tools to propose improvements and guide actions; Support the development of strategic, empathetic responses to customers aligned with the brand’s positioning; Produce online reputation reports with insights and key metrics to support decision-making; Collaborate on creating support materials that foster a positive and consistent customer experience; identify trends, opportunities for improvement, and potential risks to the company’s image; Focus on applying policies and practices related to continuous improvement, collaborating **o**n organizing internal campaigns and awareness initiatives on this topic; Support the maintenance and updating of the Enotel Management System, contributing to the development and updating of operational procedures, documents (forms and manuals), indicator tracking, action plans, and quality tools; Contribute to process mapping and the development of work instructions using quality control models and tools; Assist in analyzing process performance data and metrics, supporting reporting and improvement suggestions; Collaborate in identifying and documenting workflows across departments/areas, jointly identifying critical points, waste, and improvement opportunities with analysts or coordinators; Contribute to tracking and recording non-conformities identified in processes, supporting root cause analysis and follow-up on corrective and preventive actions; Support the implementation and updating of management systems (e.g., PMS, CRM, or ERP), ensuring alignment with operational workflows; Support preparation and execution of internal audits, including checklists, records, and required evidence. Support internal committees and improvement teams by organizing agendas, minutes, and supporting materials.