Reputation & Brand Manager (Remote)

Company Overview

At Heavenly Vacations by Casago, we believe the best vacations begin with local expertise and genuine hospitality. Proudly serving the Hawaiian Islands, our team is passionate about creating exceptional experiences for both homeowners and guests through personalized service, trusted relationships, and an unwavering commitment to excellence. As local experts, we understand that every home, every owner, and every guest is unique, and we take pride in delivering thoughtful, attentive care at every step.

Our culture is rooted in the spirit of aloha, where integrity, respect, stewardship, and service guide everything we do. We believe in treating every property as if it were our own, building lasting relationships through trust and transparency, and working together to create memorable experiences that keep guests returning year after year.

Backed by the resources of the trusted Casago network while maintaining our local ownership and personalized approach, Heavenly Vacations offers the opportunity to build a rewarding career with a team that is passionate about hospitality, community, and making a meaningful difference every day.

Position Summary

Heavenly Vacations by Casago is seeking a creative, highly organized Reputation & Brand Manager to strengthen our online presence, protect our reputation, and help tell the story of the Heavenly Vacations brand across digital channels.

This role will own the day-to-day management of our online reputation and social media presence, including monitoring and responding to guest reviews across major vacation rental and travel platforms, engaging with our online community, creating and coordinating social content, and ensuring our brand is represented consistently and professionally wherever guests and homeowners interact with us online.

You'll work closely with our operations and leadership teams to stay connected to what's happening across the business, turn real guest experiences into compelling brand stories, identify trends in feedback, and make sure both positive experiences and service concerns receive thoughtful attention.

This is an ideal opportunity for someone who combines strong writing and communication skills with sound judgment, creativity, and a genuine passion for hospitality.

Key Responsibilities

- Monitor and manage guest reviews across major online travel agencies (OTAs), Google, social media, and other relevant review platforms
- Write timely, thoughtful, and brand-appropriate responses to positive and negative guest feedback
- Escalate guest concerns and reputation risks to the appropriate internal team and follow through to resolution
- Identify recurring themes and trends within guest reviews and share actionable insights with leadership and operations
- Manage and maintain the company's social media presence across relevant platforms
- Develop, schedule, and publish engaging social content that reflects the Heavenly Vacations brand and Hawaiian hospitality
- Engage with followers, guests, homeowners, and prospective customers through comments, messages, and online conversations
- Create and curate content highlighting properties, destinations, guest experiences, local recommendations, team members, and company initiatives
- Maintain a consistent brand voice, messaging, and visual identity across digital channels
- Support campaigns and initiatives designed to increase brand awareness, engagement, and guest loyalty
- Monitor online conversations and mentions of the company and respond appropriately
- Collaborate with internal teams to gather stories, photos, updates, and other content opportunities
- Track key reputation and social media metrics and provide regular reporting on performance, trends, and opportunities

Required Qualifications

- 2+ years of professional experience in social media management, digital marketing, reputation management, communications, or hospitality marketing
- Demonstrated experience managing business social media accounts and/or online customer reviews
- Exceptional written communication skills with the ability to adapt tone and messaging to different situations and audiences
- Strong attention to detail, organization, and follow-through
- Ability to respond professionally and thoughtfully to sensitive or negative customer feedback
- Comfortable managing multiple platforms, conversations, and priorities simultaneously
- Working knowledge of major social media platforms, including Facebook and Instagram
- Ability to work independently in a remote environment while collaborating effectively with a distributed team

Preferred Qualifications

- Experience within vacation rentals, hotels, resorts, travel, tourism, or another hospitality-focused industry
- Experience managing reviews or listings across Airbnb, Vrbo, Google, or other travel and OTA platforms
- Familiarity with social media scheduling, analytics, and content creation tools
- Experience creating short-form social content, including photography or video
- Understanding of reputation management and guest experience best practices
- Familiarity with the Hawaiian travel and hospitality market

Compensation, Benefits & Schedule

Annual Salary

$56,000–$64,000

Benefits

- 1 Week Paid Vacation after 1 Year, 2 Weeks Paid Thereafter
- Single Payer Health Insurance Paid for by Company
- Dental Insurance
- Vision Insurance
- Optional Supplemental Insurance
- 401(k)
- Opportunity to Participate in Professional and Life Educational Seminars
- Employee Recognition Programs

Schedule

- Full-time | Remote
- Monday–Friday; 8:00 AM–5:00 PM PDT