Program Manager ( OTA )

About the company

Treebo Hospitality Ventures (THV) is a hotel group operating with a mission of democratising

the joy of travel. We focus on the affordable segments of the market economy to

mid-market to cater to the next 100 million travellers who will experience the joy of travel

over the next 10 years. We offer these guests a high-quality experience at an affordable price

point, with a portfolio of 800+ hotels across 120+ cities.

We operate through multiple brands catering to different sub-segments:

Itsy (10001500)

Treebo and Treebo Premium (15003000)

Medalio, our newly launched affordable luxury brand (30006000 per night)

We are also the master franchisee of Accor Hotels in India for their Ibis and Mercure brands,

which cater to larger mid-market properties.

We are the most loved hotel chain in the affordable segment, with an average rating of 7.8/10

across independent review platforms and we are just getting started

About the Role

The Program Manager Review Generation will lead the end-to-end strategy, execution, and

optimization of guest review generation across all OTA platforms including Booking.com,

MakeMyTrip, Agoda, and Goibibo.This role is critical in driving higher review volume, improving

rating trends, strengthening online reputation, and ultimately improving OTA visibility,

conversion, and revenue contribution.The ideal candidate will combine program management,

data analytics, cross-functional leadership, automation thinking, and strong execution rigor.

Key Responsibilities

1. Review Generation Strategy & Growth

Own the monthly and quarterly review volume targets across all OTA platforms

Design and implement scalable strategies to improve:

Review capture rate (stay-to-review %)

Rating improvement trajectory

Create city-wise and hotel-wise review penetration benchmarks

Identify gaps vs competition and implement corrective strategies

2. Program & Process Management

Drive end-to-end execution of review campaigns:

Post-checkout nudges

WhatsApp / email communication flows

On-ground guest engagement mechanisms

Build SOPs for:

Hotel-level review capture

Front desk training frameworks

Escalation and feedback loops

Monitor daily dashboards and track deviations vs targets

Ensure seamless coordination between Ops, Revenue, Tech, and City Teams

3. Automation & Product Integration

Work closely with Product & Tech to:

Automate review capture flows

Integrate CRM / WhatsApp tools

Build dashboards for real-time review tracking

Drive AI-led response optimization (if applicable)

Improve FDM / internal review generation portals

4. Quality & Rating Improvement

Analyze negative review themes and create structured action plans

Build category-level issue dashboards (cleanliness, service, check-in, etc.)

Partner with Operations to close recurring quality gaps

Track rating trend vs de-preference risk on platforms like Booking.com

5. Stakeholder Management

Coordinate with OTA market managers for rating visibility insights

Work closely with:

AGMs

OTA

Tech

Present monthly performance review to leadership

6. Data & Reporting

Create weekly and monthly performance dashboards covering:

Reviews per 100 bookings

Platform-wise rating trend

Review share vs competition

Correlate review improvements with:

OTA share growth

Occupancy improvement

What we are looking for

23 years in Program Management

Experience in hospitality, travel, or marketplace platforms preferred

Prior exposure to OTA ecosystem highly desirable

Functional Skills

Strong analytical ability (Excel / SQL preferred)

Experience in dashboarding & performance tracking

Process design and SOP building capability

Campaign execution and lifecycle management