Location: The Big Bridge, Gular (Boutique Hospitality Property) I Gular, Near Shivpuri, Uttarakhand.
Department: Sales & Guest Experience
Reports To: Management
Role Purpose
The Customer Service & Sales Manager is responsible for driving commercial growth while delivering exceptional boutique hospitality experiences. This role owns revenue generation, guest satisfaction, corporate partnerships, direct bookings, OTA optimization, relationship management, and cross-functional coordination to maximize occupancy, ADR, RevPAR, and repeat business.
Key Responsibilities
· Develop and execute monthly and annual sales strategies.
· Generate business through corporate clients, travel agents, wedding planners, influencers, tour operators and destination partners.
· Drive direct bookings through calls, WhatsApp, email and website enquiries.
· Manage OTA performance, promotions and rate parity.
· Ensure personalized guest journeys from enquiry to post-stay follow-up.
· Handle escalations and service recovery with urgency.
· Identify upselling opportunities across rooms, dining and experiences.
· Coordinate with Front Office, Housekeeping, F&B and Maintenance for flawless execution.
· Maintain CRM and nurture repeat guests and referral business.
· Track competitor pricing, market trends and recommend pricing strategies.
· Prepare daily, weekly and monthly MIS on occupancy, revenue, pipeline and guest feedback.
Key Performance Indicators (KPIs)
· Occupancy %, ADR, RevPAR and room revenue.
· Sales conversion ratio and direct booking ratio.
· Corporate accounts acquired and partnership revenue.
· Guest satisfaction (CSAT), online ratings and repeat guest percentage.
· Upselling revenue and complaint resolution turnaround time.
· CRM hygiene and reporting accuracy.
Qualifications
· Bachelor's degree in Hospitality, Business Administration or Marketing.
· 3–6 years of experience in hospitality sales, boutique hotels, resorts or premium guest relations.
Core Competencies
· Commercial acumen
· Hospitality sales
· Customer relationship management
· Revenue management
· Negotiation
· Presentation
· Leadership
· Analytical thinking
· Problem solving
· Guest experience excellence
Success Profile
· Commercially driven and guest-centric professional.
· Excellent communicator with strong networking skills.
· Ability to build partnerships and deliver memorable guest experiences.
· Comfortable working in a dynamic boutique hospitality environment.
Pay: ₹24,000.00 - ₹30,000.00 per month
Benefits:
Work Location: In person
