Reputation Manager (Online Business Listings & Reviews)

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About the Role

Execution-Focused Reputation Manager

hands-on execution role

Key Responsibilities

1. Manage, monitor, and optimize all business listings across platforms such as

   Google Business Profile, Yelp, Booking.com, Airbnb, and TripAdvisor

   .

2. Respond to guest reviews

   promptly and professionally across all channels, ensuring tone and messaging align with brand voice and hospitality standards.
3. Maintain

   100% consistency and accuracy

   in business information (name, address, contact details, hours, photos, descriptions, menus, and amenities).
4. Track and analyze

   review sentiment trends

   , identifying recurring guest issues or praise to share with internal teams.

5. Escalate negative feedback or critical issues

   to relevant departments (operations, guest experience, support) and ensure timely resolution.
6. Maintain a

   weekly and monthly report

   summarizing reviews, average ratings, sentiment breakdowns, and actions taken.

7. Upload and update photos, offers, and menus

   regularly to keep all profiles visually engaging and current.
8. Ensure compliance with

   platform-specific guidelines and updates

   , adjusting profiles as needed.
9. Conduct

   competitor benchmarking

   on review ratings, engagement trends, and listing quality.
10. Coordinate with marketing and operations teams to ensure

    guest experience insights

    are reflected in online reputation improvement strategies.
11. Support new property or business unit listings setup with proper tagging, metadata, and descriptions.
12. Monitor

    Q&A sections and user-generated content

    to maintain brand tone and professionalism.
13. Other duties as assigned by management.

Requirements

• Minimum

  2+ years of experience

  in Online Reputation Management (ORM) or Business Profile Management, preferably in

  hospitality, travel, or service sectors

  .
• Strong understanding of

  Google Business Profiles

  ,

  OTA platforms

  (Booking.com, Airbnb, etc.), and review management processes.
• Excellent

  written communication skills

  and professional response etiquette.
• Highly

  detail-oriented

  and consistent with daily execution.
• Proficient in

  Excel/Google Sheets

  for data tracking and reporting.
• Ability to work

  independently in a remote setup

  with high accountability.