Reservations & Sales Executive (Lead Conversion – WhatsApp & OTAs)
Company: Opulence Holiday Homes Pvt. Ltd. (Brand: Opulence Homestays) Location: Peer Muchalla, Zirakpur (Punjab) — On-site, Work from Office only Employment Type: Full-time (No remote / hybrid option) Experience Required: 1–2 years Industry: Hospitality / Vacation Rentals / Travel Sales Compensation: Fixed salary + performance-based incentives on conversions
About Opulence Homestays
Opulence Homestays is a premium short-term vacation rental brand managing a portfolio of luxury villas and apartments across Goa, Kasauli, and Panchkula. Our properties are listed on Airbnb, Booking.com, MakeMyTrip, and Agoda, alongside a growing direct booking channel via our website and WhatsApp.
Role Overview
We are looking for a sharp, guest-friendly, and target-driven Reservations & Sales Executive who will own the entire lead-to-booking journey. You will be the first point of contact for every guest inquiry — whether it comes in on WhatsApp, Instagram, our website, or an OTA — and your job is to convert that inquiry into a confirmed, paid booking while delivering a premium brand experience.
Key ResponsibilitiesLead Handling & Conversion
- Respond to all incoming guest inquiries on WhatsApp within 5–10 minutes during working hours.
- Manage booking inquiries, messages, and requests across all OTA platforms (Airbnb, Booking.com, MakeMyTrip, Agoda) via their extranets/apps.
- Qualify leads — understand guest requirements (dates, group size, budget, occasion) and recommend the right property from our portfolio.
- Share property details, photos, videos, pricing, and availability promptly and persuasively.
- Negotiate within approved pricing bands and close bookings with a strong focus on conversion.
- Follow up systematically with warm and cold leads (same-day, 24-hour, and 72-hour follow-up cycles) — no lead should go unattended.
- Encourage OTA inquirers to book direct where appropriate, improving margins.
Booking & Payment Management
- Generate and share payment links / collect advance payments and security deposits as per company policy.
- Confirm bookings, send booking confirmations, and maintain accurate records of every reservation.
- Update availability calendars across platforms (or coordinate with the channel manager) to avoid double bookings.
- Handle modifications, cancellations, and refund requests as per policy.
Guest Communication & Coordination
- Send pre-arrival communication: directions, check-in details, house rules, and ID collection.
- Coordinate with property caretakers and the operations team for arrivals, special requests, and early/late check-ins.
- Handle in-stay queries and escalate issues to operations promptly.
- Follow up post-checkout for reviews and ratings on OTAs and Google.
Reporting & CRM
- Maintain a daily lead tracker — source, status, follow-up stage, and outcome of every inquiry.
- Use WhatsApp Business / WhatsApp API tools (e.g., AiSensy or similar) for broadcasts, quick replies, and lead management.
- Share daily/weekly reports on leads received, conversions, revenue closed, and lost-lead reasons.
Key Performance Indicators (KPIs)
- Lead response time (target: under 10 minutes)
- Lead-to-booking conversion rate
- Monthly booking revenue closed
- Follow-up completion rate
- Guest review scores tied to booking experience
RequirementsMandatory
- 1–2 years of experience in hospitality sales, hotel/villa reservations, travel sales, OTA management, or tele-sales/inside sales.
- Hands-on experience handling customer conversations on WhatsApp and converting inquiries into sales.
- Working knowledge of at least one OTA extranet (Airbnb, Booking.com, MakeMyTrip, or Agoda).
- Excellent written and verbal communication in English and Hindi (Punjabi is a plus).
- Strong persuasion, negotiation, and objection-handling skills.
- Comfortable with Google Sheets/Excel for lead tracking and reporting.
- Must be based in or willing to commute daily to Peer Muchalla, Zirakpur — this is a strictly on-site role.
- Willingness to work in rotational shifts including weekends and holidays (peak inquiry times), with a weekly off on a weekday.
- Own smartphone and laptop familiarity.
Preferred
- Prior experience in a vacation rental, homestay, villa, or boutique hotel brand.
- Familiarity with WhatsApp API/CRM tools (AiSensy, WATI, Interakt) and channel managers.
- Understanding of dynamic pricing, seasonal demand, and upselling (early check-in, add-ons, extended stays).
- Experience handling premium/luxury clientele with a polished, courteous tone.
Personality We're Looking For
- Hungry to close — treats every lead like revenue, not a chat.
- Fast, organized, and disciplined with follow-ups.
- Warm and polished — represents a premium brand in every message.
- Calm under pressure during peak season and last-minute booking rushes.
- Honest and accountable with payments and guest data.
What We Offer
- Fixed salary + uncapped incentives linked to conversions and revenue.
- Exposure to a fast-growing premium hospitality brand across three destinations.
- Direct mentorship from the founder and a clear growth path into Revenue/Reservations Manager roles.
- A young, energetic work culture.
Pay: ₹20,197.33 - ₹33,313.59 per month
Benefits:
Work Location: In person
