Mandarin Oriental is looking for a Senior OTA Operations Manager to join our Group Distribution & Reservations team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

About the job

Based at the Mandarin Oriental Corporate Office within the Group Distribution & Reservations Department in Holborn London, the Senior OTA Operations Manager owns and executes the global OTA strategy to drive incremental revenue growth, enhance brand visibility and ensure optimal performance across all OTA channels. This is a senior role requiring both strategic thinking and hands on execution across commercial, marketing and operational initiatives.  

As Senior OTA Operations Manager, you will be responsible for the following duties:

Strategic OTA Leadership and Execution:

• Define and execute the global OTA strategy in alignment with brand, revenue and distribution goals, and align OTA strategy to commercial ecosystem performance.

• Act as the primary contact for key OTA partners, fostering high impact relationships and leading joint business planning.

• Negotiate commercial agreements and commission structures, ensuring optimal terms for the group.

• Develop co-branded and data-driven marketing activations with OTA partners, focusing on incremental reach and brand led differentiation.

Performance Management and Growth Optimisation:

• Monitor and analyse OTA performance metrics to identify growth opportunities and to set KPIs for hotels.

• Execute initiatives to improve visibility, conversion and revenue.

• Partner with Revenue Management leadership to ensure OTA strategies are integrated with pricing and inventory optimisation.

• Partner with BI and CRM teams to analyse OTA guest profiles and post stay conversion into direct channels.

• Leverage first party data to target high value OTA audiences and evaluate cross channel impact.

Profitability and Brand Integrity:

• Investigate and resolve Best Rate Promise claims directly, coordinating with hotels and OTA partners.

• Proactively monitor rate parity issues and take corrective action within legal and brand guidelines.

• Champion the use of tools, such as Fornova, ensuring adoption, training and continuous improvement across properties.

• Ensure OTA promotions support luxury positioning and long-term value.

• Balance commercial performance with brand presentation and rate integrity to maintain premium positioning.

Marketing and Campaign Execution:

• Plan and execute OTA marketing campaigns at global or regional levels.

• Oversee vendor led co-branded campaigns that project brand storytelling and emotional connection.

• Coordinate with internal marketing teams to ensure brand consistency across OTA platforms.

• Evaluate campaign performance and adjust strategies to optimise visibility and conversion.

Cross functional and Commercial Collaboration:

• Work closely with Distribution, Revenue, Marketing and Operations teams to ensure OTA strategies are integrated into broader commercial plans.

• Provide OTA insights and market trends to inform decision-making across departments.

• Lead OTA setup and onboarding for new properties, ensuring a smooth and effective launch.

As Senior OTA Operations Manager, we expect from you: 

• Bachelor’s degree in business, Hospitality, Marketing or related subject.

• Excellent communication and relationship building abilities.

• Understanding of luxury brand marketing and storytelling within OTA environments.

• Experience using first party data for targeting and segmentation.

• Ability to connect OTA performance to customer lifetime value metrics.

• Proficiency of OTA extranets, channel managers, and CRS systems.

• Experience with rate parity tools, such as Fornova or OTA Insights.

• Data driven mind set with high attention to detail.

• Proven capability in cross department collaboration (Revenue, Brand, CRM, BI).

• Strong problem-solving skill and a proactive thinking.

• Ability to prioritize, perform multiple duties and track process.

• Must be a team player who is able to work in a fast-paced environment and have a collaborative approach.

• Able to develop new techniques and best practices.

Our commitment to you:

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.

• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.

• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

We’re Fans. Are you?