Hotel Sales Manager

About the Role

We are seeking a proactive and guest-oriented Front Office & Sales Manager to oversee the hotel's front office operations at our property in Mount Abu, Rajasthan. This role involves converting booking enquiries into confirmed reservations, managing OTA bookings, and supporting the daily functioning of the hotel to ensure a seamless guest experience.

Key Responsibilities

• Manage incoming booking enquiries from various communication channels including phone, WhatsApp, and email, ensuring swift and professional responses.
• Understand guest needs to recommend appropriate rooms, packages, and additional services like meals, BBQ, bonfires, transportation, and activities.
• Convert enquiries into confirmed bookings through effective communication, follow-up, and negotiation, also working to promote direct bookings to minimize OTA commission dependencies.
• Oversee reservations and guest enquiries on major OTAs such as Booking.com, Airbnb, MakeMyTrip, Goibibo, and Agoda, managing modifications, cancellations, and special requests accurately.
• Coordinate with the property management system and channel managers to maintain accurate room inventories and prevent overbooking.
• Handle guest check-in and check-out processes when needed, ensuring a welcoming arrival experience and smooth coordination with housekeeping, kitchen, and maintenance teams.
• Address guest complaints professionally and efficiently, maintaining accurate guest and reservation records.
• Prepare and maintain detailed daily financial reports covering income, expenses, and payment reconciliations from multiple revenue streams, including rooms, food and beverages, activities, and more.
• Maintain Excel sheets for sales, occupancy, revenue, expenses, OTA bookings, direct bookings, pending payments, advances, cancellations, and refunds, delivering accurate reports to management daily.
• Monitor room occupancy and suggest rates based on demand, events, and competitor pricing to maximize revenue and occupancy while ensuring rooms are not unnecessarily blocked or left vacant.
• Enhance guest experience by proactive communication before arrival, follow-ups to ensure satisfaction, encouraging positive OTA reviews, and managing reputation as per management guidance.
• Coordinate with all hotel departments daily to ensure smooth operations, resolve issues, maintain discipline among front office staff, and ensure timely fulfillment of guest requests.

Required Skills & Qualifications

• Previous experience in hotel front office, reservations, sales, or hospitality operations is essential.
• Proficiency in handling OTA platforms such as Booking.com, Airbnb, MakeMyTrip, and others is preferred.
• Excellent communication skills in both Hindi and English along with good telephone etiquette.
• Strong sales aptitude with effective negotiation and convincing capabilities.
• Competent in Microsoft Excel and basic computer operations to prepare and manage daily reports.
• Familiarity with hotel PMS software like eZee Absolute or similar systems is advantageous.
• Ability to work independently, stay organised, and take full responsibility for the role.
• Good problem-solving skills and the ability to handle guest issues efficiently.
• Honest, reliable, detail-oriented with a systematic approach.

Personal Qualities

• Sales-driven and target-oriented mindset.
• Quick and responsive in following up and closing bookings.
• Polite, professional, and courteous communication with guests.
• Comfortable handling numbers and working extensively in Excel.
• Responsible with cash handling and maintaining financial records accurately.
• Capable of multitasking and functioning effectively during busy periods.
• Willingness to work flexible hours including weekends and holidays as required in the hospitality industry.

Performance Expectations

• High enquiry-to-booking conversion rate.
• Timely and professional responses to guest enquiries.
• Increase in direct bookings and revenue generation.
• Accuracy in OTA management and daily financial reporting.
• Positive guest feedback and satisfaction.
• Reduction in booking errors and enhanced coordination with hotel staff for smooth daily operations.