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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in online reputation management, community engagement, and crisis communication within the hospitality sector. Proven ability to develop and execute effective campaigns while leveraging data insights to enhance brand reputation and customer experience.
Highest-signal resume keywords
Online Reputation ManagementPublic RelationsCrisis Communication DevelopmentCommunity ManagementCampaign Execution
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Dashboard BuildingEmail Campaign PlanningSocial Media ManagementReview Response StrategiesData Analysis
Soft Skills
Exceptional Writing SkillsEngaging CommunicationEmpathyCollaborationConflict Resolution
Tools & Technologies
HootsuiteBirdeyeReputation.comSprout Social
Industry Keywords
HospitalityVacation OwnershipCustomer ExperienceTimeshareOwner Forums
About the role
Key responsibilities & impact- Own Vacatia’s online reputation and serve as a public-facing advocate for owners
- Monitor and manage response strategies across Trustpilot, Google Business Profiles, Better Business Bureau, TUG, Tripadvisor, and other review platforms
- Respond to reviews in Vacatia’s warm, confident, and authentic brand voice
- Develop and execute campaigns that increase review volume and ratings
- Evaluate and implement reputation management tools
- Build dashboards tracking ratings, sentiment, response times, and trends
- Engage with TUG, owner Facebook groups, and social communities
- Address issues involving maintenance fees, availability, and owner exits
- Acknowledge concerns, investigate issues, and follow up to help resolve them
- Partner with Owner Care, Account Directors, and resort leadership to route and resolve concerns
- Prepare talking points, FAQs, and communications for Caroline and the leadership team
- Coordinate with Communications and Legal on media, blogger, influencer, and sensitive public inquiries
- Identify reputation risks and develop escalation and crisis response playbooks
- Share recurring feedback and monthly reputation insights with Operations, Owner Care, resort teams, and leadership
- Coach resort teams on review generation, guest engagement, and responses to feedback
Requirements
What you’ll need- 4+ years of experience in public relations, community management, online reputation management, or customer experience, ideally within hospitality and vacation ownership
- Experience serving as a public-facing voice for a brand through online communities, social media, press, or customer forums
- Exceptional writing and communication skills, with an engaging, confident, personable, and authentic voice
- Ability to use warmth and humor appropriately and approach situations with empathy and seriousness
- Proven experience planning and executing email, SMS, or social campaigns with measurable results
- Hands-on experience with reputation or social management platforms such as Hootsuite, Birdeye, Reputation.com, or Sprout Social
- Comfort working with data, building dashboards, and translating insights into actionable recommendations
- Strong cross-functional collaboration skills and ability to drive resolution without direct authority
- Experience with timeshare or vacation ownership audiences and communities, including TUG and owner forums (nice to have)
- Multi-property, franchise, or hospitality experience managing online reviews across multiple locations (nice to have)
- Experience developing crisis communications, service recovery strategies, or customer advocacy programs (nice to have)
Benefits
Comp & perks- Become a recognizable, trusted voice for Vacatia among owners and guests
- Build and lead a reputation management strategy across a growing resort portfolio
- Turn customer feedback into meaningful improvements across properties and the business
- Authentic, confident, approachable, thoughtful, and witty communication culture