Who in a business should respond to Google reviews?

Short answer

Someone who knows the business and can speak in its voice consistently — often the owner, a manager, or a designated marketing or front-desk person. What matters is one steady, recognizable tone, not the title.

Make it work

• Assign a clear owner so reviews don't sit unanswered.
• Give them simple guidelines: tone, what to escalate, what never to say publicly.
• Route sensitive complaints (legal, safety, health) to the right person before replying.

Small teams often can't spare anyone to watch reviews around the clock, which is where automation earns its keep — it drafts in your defined voice and flags the ones a human should personally handle.