Hotel Sales Manager

Front Office & Sales Manager

Location: Mount Abu, RajasthanIndustry: Hospitality / Hotel OperationsDepartment: Front Office & SalesReporting To: Hotel Owner / Management

About the Role

We are looking for an energetic, responsible, and guest-focused Front Office & Sales Manager to manage the hotel's front office operations, convert booking enquiries into confirmed reservations, handle OTA bookings, and support the smooth day-to-day functioning of the property.

The ideal candidate should be confident in speaking with guests, good at sales and negotiation, comfortable using computers and Excel, and capable of independently managing reservations and daily hotel reporting.

We are looking for a responsible and guest-focused Front Office & Sales Manager to handle front office operations, manage bookings and OTAs, support sales, and ensure smooth daily hotel functioning.

The ideal candidate should be confident with guests, strong in sales, comfortable with computers and Excel, and able to manage reservations and daily reporting independently.

Key Responsibilities

1. Sales & Booking Conversion

Handle all incoming booking enquiries through phone calls, WhatsApp, email, and other communication channels.

Respond quickly and professionally to guest enquiries.

Understand guest requirements and recommend suitable rooms, packages, and services.

Convert enquiries into confirmed bookings through effective communication, follow-ups, and negotiation.

Follow up on pending enquiries and maintain a proper record of leads.

Upsell room categories, meals, BBQ, bonfire, transportation, activities, and other hotel services.

Promote direct bookings and reduce dependency on OTA commissions wherever possible.

Maintain a record of lost enquiries and understand the reasons for non-conversion.

2. OTA & Reservation Management

Manage reservations and guest enquiries on all major OTAs, including:

Booking.com

Airbnb

MakeMyTrip

Goibibo

Agoda and other platforms used by the hotel

Reply promptly to OTA messages and guest questions.

Manage new reservations, modifications, cancellations, and special requests.

Ensure correct room inventory and availability across all booking platforms.

Coordinate with the property management system/channel manager to avoid overbooking.

Check upcoming arrivals and ensure all reservation details are accurate.

Maintain proper records of cancellations, no-shows, refunds, and booking issues.

3. Front Office Operations

Handle guest check-in and check-out whenever required.

Welcome guests professionally and ensure a smooth arrival experience.

Coordinate with housekeeping, kitchen, maintenance, and other departments regarding guest requirements.

Handle guest complaints and resolve issues quickly and professionally.

Maintain accurate guest records and reservation information.

Coordinate room allocation and ensure rooms are ready before guest arrival.

Ensure proper collection of payments and outstanding amounts.

4. Daily Financial Reporting & Excel Work

Prepare and maintain daily income and expense statements.

Record all hotel income from:

Room bookings

Food and beverages

Activities and additional services

Other hotel revenue

Record and maintain all daily expenses.

Prepare daily cash and payment collection reports.

Reconcile cash, UPI, card, bank transfers, OTA payments, and other collections.

Maintain Excel sheets for:

Daily sales

Occupancy

Revenue

Expenses

OTA bookings

Direct bookings

Pending payments

Guest advances

Cancellations and refunds

Submit accurate daily reports to management.

5. Revenue & Occupancy Management

Monitor room occupancy and upcoming availability.

Suggest suitable room rates based on occupancy, demand, weekends, holidays, and local events.

Monitor competitor pricing and market demand.

Help maximise room revenue and occupancy.

Ensure that rooms are not unnecessarily blocked or left unsold.

Coordinate with management regarding special offers, packages, and promotional rates.

6. Guest Experience & Reputation Management

Ensure guests receive excellent service from enquiry to departure.

Proactively communicate with guests before arrival regarding:

Directions

Check-in time

Transportation

Special requests

Food requirements

Follow up with guests after check-in to ensure satisfaction.

Encourage satisfied guests to leave positive reviews on OTAs.

Respond professionally to guest reviews and feedback as directed by management.

Identify recurring guest complaints and suggest improvements.

7. Team Coordination & Hotel Operations

Coordinate daily operations with housekeeping, kitchen, maintenance, and other staff.

Monitor pending guest requests and ensure timely completion.

Ensure proper communication between departments.

Report maintenance issues, guest complaints, and operational problems to management.

Help maintain discipline and professional standards among front office staff.

Handle booking enquiries via phone, WhatsApp, email, and other channels.

Convert enquiries into confirmed bookings and follow up on pending leads.

Manage reservations, cancellations, modifications, and guest messages on OTAs such as Booking.com, Airbnb, MakeMyTrip, Goibibo, and Agoda.

Maintain room inventory and avoid overbooking.

Handle guest check-in/check-out, complaints, and coordination with housekeeping, kitchen, and maintenance.

Prepare daily income, expense, occupancy, and booking reports in Excel.

Monitor occupancy, suggest rates, and support revenue growth.

Ensure good guest experience and encourage positive reviews.

Coordinate daily operations and maintain proper handovers and records.

Required Skills & Qualifications

Previous experience in hotel front office, reservations, sales, or hospitality operations.

Experience handling OTA platforms such as Booking.com, Airbnb, MakeMyTrip, etc. will be preferred.

Excellent communication skills in Hindi and English.

Good telephone etiquette and strong sales ability.

Strong negotiation and convincing skills.

Good knowledge of Microsoft Excel and basic computer operations.

Ability to prepare daily reports and maintain accurate records.

Experience with hotel PMS software such as eZee Absolute or similar systems will be an advantage.

Ability to work independently and take responsibility.

Good problem-solving and guest-handling skills.

Must be organised, honest, reliable, and detail-oriented.

Experience in hotel front office, reservations, sales, or hospitality operations.

Experience with OTAs and hotel PMS software preferred.

Good communication skills in Hindi and English.

Strong sales, negotiation, and guest-handling skills.

Good knowledge of Excel and basic computer operations.

Ability to work independently, stay organised, and handle responsibilities carefully.

Important Personal Qualities

The ideal candidate should be:

Sales-oriented and target-driven

Fast and responsive in replying to enquiries

Polite and professional with guests

Comfortable working with numbers and Excel

Responsible for following up until a booking is closed

Capable of working independently without constant supervision

Able to multitask during busy periods

Honest and careful while handling cash, bookings, and financial records

Willing to work flexible hours, weekends, and holidays as required in the hotel industry

Sales-oriented and responsive

Polite and professional

Comfortable with numbers and Excel

Honest, reliable, and detail-oriented

Able to multitask and work flexible hours

Performance Expectations

The performance of the candidate will be evaluated based on:

Enquiry-to-booking conversion rate

Response time to guest enquiries

Number of direct bookings generated

Revenue generated

Accuracy of OTA and reservation management

Accuracy of daily income and expense statements

Guest satisfaction and reviews

Reduction in booking errors and missed enquiries

Coordination with hotel staff and smooth daily operations

Performance will be evaluated based on:

Booking conversion rate

Response time

Revenue and occupancy

Accuracy of reports and OTA management

Guest satisfaction and reviews