: Guest & Sales Executive

Position: Guest & Sales Executive Location: Dehradun

About the Role The Guest & Sales Executive is responsible for managing the complete guest journey from initial inquiry through post-stay follow-up while maximizing direct bookings and revenue opportunities. This role combines hospitality, customer service, and sales, ensuring every guest receives exceptional service while converting leads into bookings and driving repeat business.

Key Responsibilities

1. Direct Sales & Lead Management

Handle all inbound direct booking inquiries via phone, WhatsApp, email, website chat, and social media. Respond promptly to guest inquiries and convert leads into confirmed bookings.

Provide accurate quotations, availability, and property recommendations based on guest requirements.

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.

1. Guest Journey Management

Pre-Arrival Confirm bookings and ensure guest information is complete.

Coordinate special requests and preferences.

Send pre-arrival communications and check-in instructions.

Assist guests with travel planning, transfers, and local recommendations.

During Stay

Act as the primary point of contact for guests.

Handle guest requests, concerns, and service recovery promptly.

Coordinate with operations, housekeeping, maintenance, and concierge teams.

Ensure a seamless and memorable guest experience.

Post-Stay

Conduct guest follow-ups and gather feedback.

Manage review requests and reputation-building initiatives.

Handle repeat guest inquiries and loyalty opportunities.

Identify opportunities for future bookings and referrals.

1.



Revenue & Performance

Support occupancy and revenue goals through effective sales conversion. Promote direct bookings over OTA channels whenever possible.

Monitor booking trends and guest preferences.

Identify opportunities to improve guest satisfaction and conversion rates.

1. 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 all guest interactions.

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Requirements

Experience

2–5 years of experience in hospitality, reservations, guest relations, customer success, or sales.

Experience in vacation rentals, serviced apartments, hotels, or hospitality is preferred.

Proven track record in customer-facing sales and guest service roles.

Skills

Excellent verbal and written communication skills.

Robust sales, negotiation, and relationship-building abilities.

Ability to handle multiple guest conversations simultaneously.

Problem-solving mindset with strong attention to detail.

Comfortable working with CRM, PMS, WhatsApp Business, and booking systems.

Ability to remain calm under pressure and resolve guest issues effectively.

Preferred Systems

Beds24 or similar PMS

Zoho CRM

WhatsApp Business

Respond.io

OTA extranets (Airbnb, Booking.com, Expedia)

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Key Performance Indicators (KPIs)

Sales KPIs

Lead response time

Lead-to-booking conversion rate

Direct booking revenue

Upsell revenue

Repeat guest bookings

Guest Experience KPIs

Guest satisfaction score

Review ratings

Response time to guest requests

Resolution time for guest issues

Net Promoter Score (NPS)

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Pay: ₹35,000.00 - ₹40,000.00 per month

Work Location: In person

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