Guest & Sales Executive

Key Responsibilities

1. Direct Sales & Lead Management

- Handle all inbound direct booking inquiries via phone, WhatsApp, email, website chat and social media

- Respond promptly and convert leads into confirmed bookings - Share accurate quotations, availability and property recommendations based on guest needs

- Follow up on pending inquiries and abandoned bookings - Upsell room upgrades, extended stays, experiences, transfers and ancillary services - Maintain lead and booking records in CRM and PMS systems

- Achieve monthly sales and conversion targets

2. Guest Journey Management

Pre-Arrival

- Confirm bookings and ensure guest details are complete

- Coordinate special requests and preferences

- Send pre-arrival communication and check-in instructions

- Assist guests with travel planning, transfers and local recommendations

During Stay

- Act as the guest's primary point of contact

- Handle requests, concerns and service recovery promptly

- Coordinate with operations, housekeeping, maintenance and concierge teams

- Ensure a seamless and memorable stay

Post-Stay

- Conduct guest follow-ups and collect feedback

- Manage review requests and reputation-building initiatives

- Handle repeat-guest inquiries and loyalty opportunities

- Identify opportunities for future bookings and referrals

3. Revenue & Performance

- Support occupancy and revenue goals through strong sales conversion

- Promote direct bookings over OTA channels wherever possible

- Track booking trends and guest preferences

- Identify ways to improve guest satisfaction and conversion rates

4. Communication & Coordination

- Work closely with Revenue, Reservations, Operations and Guest Experience teams

- Ensure accurate handover of guest information across departments

- Maintain service standards and brand consistency in every guest interaction

How Success Is Measured

Sales: lead response time, lead-to-booking conversion, direct booking revenue, upsell revenue, repeat guest bookings

Guest Experience: guest satisfaction score, review ratings, response and resolution time, NPS

What We're Looking For

-0 to 5 years of experience in hospitality, reservations, guest relations, customer success or sales

- Experience in vacation rentals, serviced apartments or hotels preferred - Proven track record in customer-facing sales and guest service

- Excellent spoken and written English

- Strong sales, negotiation and relationship-building skills

- Ability to manage multiple guest conversations at once

- Calm under pressure, with a problem-solving mindset and strong attention to detail

- Comfortable with CRM, PMS, WhatsApp Business and booking systems

How to Apply Apply via our application form: https://forms.clickup.com/[phone removed]/f/8cgr8vc-36398/GSNBM1V545J88TYVOG

Only applications submitted through the form will be considered.