E-commerce Manager (OTA)

JOB SUMMARY

The E-commerce Manager is responsible for developing, implementing, and optimizing the hotel's online distribution and digital sales strategies to maximize revenue, brand visibility, and direct bookings. This role manages all online sales channels, including OTAs, the hotel website, booking engine, and digital marketing initiatives, while ensuring rate parity and a seamless online customer experience.

KEY RESPONSIBILITIES

1. Online Distribution Management

Manage all online distribution channels, including OTAs, GDS, Wholesalers, and Brand Website.

Ensure room inventory, rates, and restrictions are accurate across all channels.

Maintain rate parity and optimize channel performance.

Coordinate with Revenue Management to implement pricing and promotional strategies.

2. OTA Management

Manage relationships with OTA market managers (Booking.com, Agoda, Expedia, Traveloka, Trip.com, etc.).

Optimize hotel content, images, descriptions, and promotions.

Monitor ranking, conversion, and visibility on OTA platforms.

Analyze OTA production and recommend improvement plans.

3. Website & Booking Engine

Maintain hotel website content and promotions.

Optimize booking engine performance to increase direct bookings.

Coordinate website updates with vendors or corporate teams.

Monitor website traffic, booking conversion, and user experience.

4. Digital Marketing

Plan and execute online campaigns in collaboration with the Marketing team.

Support SEO, SEM, Google Hotel Ads, Meta Search, email marketing, and social media campaigns.

Monitor digital advertising performance and return on investment (ROI).

5. Revenue Support

Work closely with the Revenue Manager to maximize online revenue.

Analyze booking pace, channel mix, production, and market trends.

Recommend promotional campaigns during low-demand periods.

Monitor competitor pricing and online activities.

6. Reporting & Analysis

Prepare weekly and monthly performance reports.

Analyze KPIs, including:

Website Traffic

Conversion Rate

Direct Booking Revenue

OTA Production

Channel Mix

ADR

RevPAR

Occupancy

Present recommendations for continuous improvement.

7. Customer Experience

Ensure hotel information is accurate across all online platforms.

Monitor online guest reviews and coordinate with Operations to improve guest satisfaction.

Maintain high-quality online content and brand consistency.

- Public holiday allowance.

- 12 paid day on leave per year.

- Insurance regime under Vietnam labour law

- Professional training and personnel activities organized periodically (team building, staff communication…)

Education

Bachelor's degree in Hospitality Management, Business Administration, Marketing, E-commerce, or a related field.

Experience

Minimum 3 years of experience in E-commerce, Revenue, Digital Marketing, or Online Distribution within the hospitality industry.

Experience with international hotel brands is an advantage.

Skills

Strong analytical and problem-solving skills.

Excellent communication and negotiation skills.

Strong understanding of OTA platforms and online distribution.

Knowledge of SEO, SEM, Google Analytics, and digital marketing tools.

Proficiency in Microsoft Excel and PowerPoint.

Experience with Channel Manager, Booking Engine, and CRS.

Familiarity with PMS such as Opera is preferred.

Excellent English communication skills.

KEY PERFORMANCE INDICATORS (KPIs)

Growth in Direct Booking Revenue.

OTA Revenue Growth.

Website Conversion Rate.

Channel Revenue Mix.

ADR & RevPAR Improvement.

OTA Ranking & Visibility.

Return on Advertising Spend (ROAS).

Campaign Performance.

Rate Parity Compliance.

Website Accuracy & Content Quality.