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 (₹1000–1500)

● Treebo and Treebo Premium (₹1500–3000)

● Medalio, our newly launched affordable luxury brand (₹3000–6000 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

● 2–3 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