Job Title: OTA Reputation Management Executive Hospitality

Role & Responsibilities

- Manage the company’s online reputation across major OTA and hospitality platforms such as Airbnb, Booking.com, MakeMyTrip, Goibibo, Agoda, Google and other review platforms.
- Monitor new guest reviews, ratings, complaints and feedback on a daily basis.
- Draft and post professional, polite and brand-appropriate responses to positive and negative guest reviews.
- Identify reviews that may violate OTA policies, such as abusive language, threats, irrelevant content, false claims, extortion, retaliation, privacy violations or reviews unrelated to the actual stay.
- Raise review removal/dispute requests with the concerned OTA wherever the review is eligible under the platform’s policy.
- Prepare proper supporting evidence such as guest conversations, booking details, photographs, invoices, house rules and other documents required for review disputes.
- Follow up regularly with OTA support teams until eligible review-removal cases are resolved.
- Escalate unresolved cases to senior OTA support or case managers when required.
- Maintain detailed records of all reviews, responses, disputes, escalations and final outcomes.
- Track property ratings and identify properties that require immediate reputation improvement.
- Coordinate with Front Office, Reservations, Housekeeping and Operations teams to understand guest complaints before responding.
- Highlight recurring guest complaints to management so operational issues can be corrected.
- Ensure review responses are qualified and do not include inappropriate, emotional or argumentative language.
- Monitor competitor ratings and hospitality review trends where required.
- Prepare weekly/monthly reports showing ratings, negative reviews, removed reviews, pending disputes and major guest concerns.




- Work towards improving overall OTA ratings and maintaining a strong online reputation through genuine guest service and proper platform-compliant review management.

Preferred Candidate Profile
- 1–3 years of experience in OTA Management, Online Reputation Management, Guest Relations, Customer Support or Hospitality Operations preferred.
- Experience handling platforms such as Airbnb, Booking.com, MakeMyTrip, Goibibo and Agoda will be an advantage.
- Strong written communication skills in English.
- Ability to draft professional responses to difficult or negative guest reviews.
- Good understanding of OTA review policies and dispute/escalation processes.
- Strong attention to detail and ability to review booking conversations and supporting evidence carefully.
- Comfortable communicating with OTA support teams through email, chat and calls.
- Good follow-up and case-management skills.
- Basic knowledge of Excel/Google Sheets for maintaining review and escalation trackers.
- Ability to handle multiple cases and properties simultaneously.
- Candidates from hotels, serviced apartments, travel, hospitality or online reputation management backgrounds will be preferred.

Perks & Benefits
- Market-competitive salary based on experience.
- Performance-based incentives, if applicable.
- Training on OTA platforms and review-management processes.
- Opportunity to work across multiple hospitality brands and properties.
- Career growth opportunities in OTA Management, Revenue, Guest Relations and Hospitality Operations.
- Professional and supportive working environment.

Key Skills: OTA Reputation Management, Online Reputation Management, Review Management, Airbnb, Booking.com, MakeMyTrip, Goibibo, Agoda, Guest Review Handling, Review Disputes, Review Removal Requests, Customer Service, Guest Relations, Hospitality Operations, Complaint Handling, Escalation Management.

📌 OTA Reputation Management Executive (Mumbai)
🏢 Gagal Home And Hospitality Service
📍 Mumbai