Infrastructure & Experience Manager

OYO Hotels Inc. seeks a qualified Manager, Infrastructure & Experience to lead the onboarding, technology adoption, and performance management of hotel partner properties across the United States. This is a specialized role requiring deep expertise in hospitality operations management, technology implementation within hotel ecosystems, and data-driven partner performance optimization., 1. Property Onboarding & Technology Implementation (40% of time)

• Conduct operational and technical site assessments for newly contracted hotel properties prior to onboarding onto OYO’s proprietary Hotel Management System (OYO OS)
• Manage the end-to-end sign-to-live process: configure property profiles, rate plans, room inventory, and OTA channel connections within OYO OS and the Central Reservation System
• Deliver structured, hands-on training to hotel owners and staff on OYO OS and the Co-OYO mobile application, covering check-in/check-out workflows, dynamic pricing tools, and booking management
• Establish baseline performance KPIs (occupancy rate, RevPAR, ADR, NPS) for each newly onboarded property and create adoption tracking plans
• Coordinate cross-functionally with OYO’s internal tech, support, and operations teams to ensure seamless technical setup and go-live readiness

1. Performance Analytics, Reporting & Partner Reviews (30% of time) * Monitor and analyze technology adoption metrics, revenue performance, occupancy rates, and guest satisfaction scores across the live property portfolio using internal reporting dashboards * Prepare and present monthly and quarterly performance reports (RevPAR, ADR, NPS, escalation trends) to internal leadership, identifying properties requiring intervention * Identify underperforming properties through multi-variable data analysis and design targeted improvement plans in coordination with OYO’s revenue management and product teams * Conduct structured weekly and monthly business review meetings with hotel partners to communicate performance data, action items, and strategic direction * Diagnose technical and operational issues in OYO’s CRM and partner management tools; escalate and coordinate resolution with tech teams to ensure SLA compliance

2. Partner Experience Programs, Audits & Change Management (30% of time) * Design, pilot, and scale structured partner engagement and training programs to drive technology adoption, reduce escalations, and improve partner NPS scores * Conduct operational audits and structured feedback sessions at hotel properties to identify bottlenecks in tech adoption, service delivery, and operational workflows * Develop and maintain centralized escalation tracking through OYO Lifeline (internal resolution dashboard), ensuring real-time visibility and timely resolution * Lead change management for new product and feature rollouts on OYO OS and Co-OYO, including stakeholder communications, training delivery, and post-launch adoption monitoring * Scale successful programs across additional U.S. regions, adapting approaches based on regional market dynamics and property profiles * Deliver quarterly impact reports measuring multi-year outcomes of technology adoption and partner experience initiatives across the U.S. portfolio, * Property Management Systems & Hospitality Technology: Courses in PMS, channel management, OTA integration, and hospitality technology are foundational to configuring and managing OYO OS and the Central Reservation System across partner hotels. * Revenue Management: Degree coursework in yield management, ADR, RevPAR optimization, and OTA channel strategy is essential to analyzing partner performance data and developing improvement plans. * Hotel Operations Management: Coursework covering front office systems, rooms division management, and service delivery frameworks directly applies to supervising onboarding, conducting audits, and managing SLA compliance. * Guest Satisfaction & Service Quality: Training in NPS frameworks, service standards, and customer relationship management is required for designing and scaling partner engagement programs. * Strategic & Change Management in Hospitality: Coursework in multi-unit operations, program scaling, and change management within hotel ecosystems directly applies to leading technology rollouts and regional expansion of partner programs.

The Manager, Infrastructure & Experience will operate at the intersection of hospitality management, technology deployment, and business development. The role demands the application of specialized knowledge in hotel operations systems, revenue management principles, partner relationship management, and change management - all of which require the theoretical and practical foundation provided by a bachelor’s degree or higher in a directly related field., A Bachelor’s degree (or its equivalent) in one of the following directly related fields is required as the minimum entry qualification for this position:

• Hospitality Management
• Hotel Administration
• Hospitality & Tourism Management
• Business Administration with a concentration in Hospitality or Hotel Management
• Hotel & Restaurant Management

Why a Bachelor’s Degree in Hospitality Management or Hotel Administration is Required, A degree in general Business Administration without Hospitality specialization, or in unrelated fields such as Computer Science, Engineering, or Finance, does not provide the specific domain knowledge of hotel operations, property management systems, and hospitality-specific revenue management that this role requires., * Minimum 3-5 years of progressive experience in hotel operations management, hospitality technology implementation, or partner/account management within a hospitality technology company

• Demonstrated experience working with Property Management Systems (PMS), Hotel Management Systems (HMS), or channel management platforms in a professional setting
• Proven track record of managing hotel partner relationships, conducting operational training, and driving technology adoption within hotel environments
• Experience with revenue performance analysis and the application of hospitality KPIs (RevPAR, ADR, occupancy rate, NPS) to guide operational decision-making
• Experience conducting site audits, identifying operational bottlenecks, and implementing process improvement plans within hotel operations contexts, * Expert-level knowledge of hotel operations workflows - from reservations and front desk management to revenue optimization and OTA distribution
• Proficiency with hospitality technology platforms including PMS/HMS systems, CRM tools, and OTA channel managers
• Strong analytical skills: ability to interpret occupancy, revenue, and guest satisfaction data and translate findings into actionable operational recommendations
• Excellent training, facilitation, and stakeholder communication skills - ability to train hotel staff at all levels on complex technology systems
• Project management capability: ability to manage multiple simultaneous property onboardings and partner engagement initiatives
• Proficiency in Microsoft Teams, Zoom, and Google Meet for stakeholder communication and business review meetings

Compensation & Work Details

Job Type: Full-Time, Exempt

Pulled from the full job description

• Health insurance
• Paid time off, Salary: As per the prevailing wage for this position as determined by the applicable Labor Condition Application (LCA) on file with the U.S. Department of Labor

Work Location: OYO Hotels Inc. offices and partner hotel sites within the United States

Benefits: Health insurance, paid time off, and other benefits as per OYO’s standard employee benefit package

OYO Hotels Inc. is the U.S. subsidiary of OYO, one of the world’s leading technology-driven hospitality companies with a presence across 35+ countries and 40+ cities in the United States. OYO partners with independent hotel owners by providing them with technology infrastructure, brand support, and operational expertise to improve performance and guest experience. OYO’s proprietary technology ecosystem - including OYO OS (Hotel Management System), the Co-OYO mobile application, and a centralized reservation system connected to 15+ online travel agencies (OTAs) - forms the backbone of partner hotel operations.