Sales Manager / Guest Relations Manager - Resort Booking

Role Overview

The Sales Manager / Guest Relations Manager will be responsible for managing resort booking inquiries, guest relationships, sales conversions, and day-to-day coordination from the corporate/resort office. The ideal candidate should have strong communication and coordination skills, excellent follow-up abilities, and prior experience as an Executive Assistant (EA), Guest Relations Executive, or Sales Executive.

The role requires a highly organized and proactive professional who can manage multiple guest inquiries, coordinate with internal departments, follow up on leads, and convert inquiries into confirmed bookings while maintaining a high standard of guest experience.

Key Responsibilities

Sales & Booking Management

• Handle inbound booking inquiries received through calls, WhatsApp, email, website, social media, and other channels.
• Generate outbound calls and follow-ups to convert leads into confirmed bookings.
• Promote resort rooms, packages, experiences, events, corporate stays, and group bookings.
• Understand guest requirements and recommend suitable packages and room options.
• Negotiate and close bookings while following approved pricing and discount policies.
• Maintain a healthy booking pipeline and ensure timely follow-up on all leads.
• Achieve assigned monthly sales and booking targets.

Guest Relationship Management

• Build strong relationships with guests from the initial inquiry until post-stay follow-up.
• Provide accurate information regarding resort facilities, room categories, packages, activities, dining options, and policies.
• Handle guest queries, concerns, and special requests professionally.
• Coordinate VIP, repeat, corporate, and group guest requirements.
• Conduct post-booking and post-stay follow-ups to encourage repeat business and referrals.

Executive Assistant-Level Coordination

• Manage schedules, follow-ups, reports, and communication on behalf of the management team when required.
• Maintain confidentiality while handling management and guest-related information.
• Prepare daily booking updates, lead status reports, sales summaries, and pending follow-up reports.
• Track important deadlines, appointments, meetings, and business follow-ups.
• Coordinate with management and operational teams to ensure commitments made to guests are fulfilled.

Internal Coordination

• Coordinate closely with Front Office, Reservations, F&B, Housekeeping, Finance, and Operations.
• Ensure confirmed booking details are communicated accurately to the concerned departments.
• Coordinate special arrangements for birthdays, anniversaries, corporate groups, events, and VIP guests.
• Escalate operational or guest concerns to the appropriate manager for quick resolution.

Corporate & B2B Sales

• Develop relationships with corporate clients, travel agents, event planners, wedding planners, and other business partners.
• Generate leads for corporate stays, offsites, meetings, events, and group bookings.
• Maintain a database of corporate and travel trade contacts.
• Conduct regular follow-ups to develop repeat business.

Reporting & Administration

• Maintain accurate records of inquiries, conversions, cancellations, and lost leads.
• Prepare daily, weekly, and monthly sales reports.
• Track booking payments, advances, pending confirmations, and cancellations.
• Maintain guest and client databases.
• Ensure all booking information is updated accurately in the reservation/CRM system.

Qualifications & Experience

• Bachelor's degree / Diploma in Hospitality, Tourism, Business Administration, Sales, Marketing, or related field.
• 3-6 years of relevant experience in Sales, Guest Relations, Hospitality, or Executive Assistant roles.
• Candidates with previous EA experience and strong coordination, communication, and client-handling skills are preferred.
• Experience in resort/hotel bookings or hospitality sales will be an added advantage.
• Strong proficiency in MS Office, Excel, WhatsApp Business, email communication, and CRM/reservation systems.
• Excellent verbal and written communication skills.
• Strong follow-up, negotiation, and relationship-management skills.

Preferred Candidate Profile

The ideal candidate should be:

• Professional and well-presented
• Excellent in communication and guest handling
• Highly organized and detail-oriented
• Comfortable making inbound and outbound calls
• Strong in follow-ups and lead conversion
• Capable of handling multiple priorities simultaneously
• Proactive and responsible with minimal supervision
• Comfortable working full-time from the office
• Experienced in dealing with senior management, clients, and guests
• Target-oriented with a strong commercial mindset