The Reputation Manager (reviews) protects and grows the venue’s public image by actively managing online reviews, guest feedback, and response standards across key platforms. This role helps ensure that every guest interaction is reflected professionally in the market, supporting both revenue growth and long-term brand trust.
- Purpose of the role
- Monitor, respond to, and analyse guest reviews across platforms such as Google, TripAdvisor, Yelp, OpenTable, social channels, and delivery apps where relevant.
- Turn guest feedback into practical improvements by identifying recurring issues, celebrating strengths, and escalating service gaps to the right department heads.
- Support the venue’s Sales, Marketing & Guest Experience strategy by strengthening reputation, increasing visibility, and improving conversion from online research to bookings and visits.
- Where it sits in the organisation
- This role sits within the Sales, Marketing & Guest Experience function and works closely with Operations, Front of House, Food & Beverage, and Leadership teams.
- It typically reports to the Marketing Manager, Guest Experience Manager, or Director of Sales & Marketing, depending on the venue structure.
- The role acts as a bridge between guest sentiment and internal teams, ensuring feedback is captured, communicated, and actioned.
- Key areas of responsibility
- Draft timely, professional, brand-aligned responses to positive and negative reviews.
- Escalate serious complaints, service failures, or reputational risks to management promptly.
- Track review trends, ratings, and sentiment to identify patterns and opportunities for improvement.
- Coordinate with departments to support service recovery and reduce repeat issues.
- Maintain response tone, consistency, and turnaround standards across all platforms.
- Report on reputation performance, including review volume, average rating, and key guest themes.
- Type of person who succeeds in this role
- Calm, diplomatic, and highly professional under pressure.
- Strong writer with excellent attention to detail and brand sensitivity.
- Analytical enough to spot trends, but practical enough to drive action.
- Guest-focused, discreet, and confident working across multiple departments.
- Organised, responsive, and committed to protecting the venue’s reputation every day.