Purpose Centralise and manage bookings across properties and channels, proactively drive group/corporate/OTA sales, convert social media leads, and handle MICE enquiries to maximise revenue and market share.
Key responsibilities Manage all reservation enquiries and bookings from phone, email, live chat, CRS/CRS widgets, GDS and OTA channels for multiple properties; ensure accurate availability, rates and allocations.
Operate the CRS and channel manager to create/modify/cancel reservations, maintain allotments and room blocks, and update inventory across the portfolio.
Proactively sell and manage accounts: identify and pursue corporate accounts, travel agents, wholesalers and OTA partnerships; negotiate contracts, load negotiated rates and manage allotments. Handle MICE and group enquiries: qualify leads, prepare costed proposals (room blocks, meeting space, F&B, AV), issue pro-formas/contracts, secure deposits and coordinate handover to on-property events teams.
Manage social media booking channels and inboxes (Facebook, Instagram, X, LinkedIn, WhatsApp Business): respond to enquiries, convert leads to confirmed bookings, and work with Marketing on promotional content and paid campaigns. Upsell room categories, meeting packages and ancillaries (F&B, transfers, activities); present packaged offers to increase RevPAR and average booking value.
Maintain and develop key client relationships—corporate bookers, TMCs, event planners and wholesalers—conduct regular account reviews and seek incremental business opportunities.
Prepare and present regular reports: pickup, group pick-up vs block, channel performance, social media lead-to-booking ratios, revenue forecasts and contribution vs targets.
Liaise with Revenue Management, Sales, Operations and Finance to set rate strategies, manage group concessions, ensure correct billing and maintain contract compliance.
Ensure data protection and payment security (PCI DSS), accurate contract documentation and timely invoicing/settlement.
Sales & commercial duties (added) Develop and execute short-term sales plans for direct and indirect channels to hit monthly and quarterly revenue targets.
Issue RFP responses for MICE and corporate leads, follow up within agreed SLAs and manage pipeline in CRM/booking system.
Negotiate commission structures, allotments and rate parity terms with OTAs and wholesalers; monitor OTA performance and adjust strategy with Revenue.
Run targeted campaigns (social and email) to convert slow pickup dates and off-peak periods into revenue. Track ROI of campaigns and report bookings generated.
Skills and competencies Strong sales orientation, negotiation and account-management skills; ability to close corporate/MICE business. Excellent written and verbal communication; professional social media tone and messaging.
Social media literacy and experience with social inbox/CRM tools and booking widgets.
MICE knowledge: RFP handling, master account billing, rooming lists and pick-up analysis.
Proficiency with CRS/PMS (examples: SynXis, Pegasus, Opera), channel managers, GDS and CRM tools. Strong organisation, numeric literacy and coordination skills for multi-property operations.
Qualifications and experience Diploma/degree in Hospitality Management, Business or related field preferred.
3–5 years experience across central reservations, hotel sales or MICE roles (combination acceptable); proven track record in B2B sales or account management preferred. Experience managing social media customer service and paid/social booking campaigns is an advantage.
Working conditions and schedule Office-based central booking office (hybrid possible); shift coverage for regional time zones, weekends and public holidays as required. Target-driven environment with potential sales incentives.
KPIs / performance indicators Reservation conversion rate across channels and social media. MICE conversion rate (RFPs → contracts) and group pickup vs block. New corporate/agent accounts signed and revenue from managed accounts.
Direct-booking revenue contribution and upsell revenue per booking.
Response time to enquiries and SLA adherence across channels. � OTA/partner performance vs targets and campaign ROI. �
Job Type: Permanent
Pay: ₹10,535.45 - ₹34,904.91 per month
Work Location: In person
