Senior Sales Associate

Location: Mumbai, Marol, (On-site).

Full-time General Shift: 10:00 AM - 7:00 PM

Profile/CV Requirements:

Education: Graduate (Preferably in Hospitality, Tourism, Wellness, or related field).

Experience: 1–3 years in a hospitality or customer experience Contact Centre environment

(hotel reservations, wellness retreats).

Technical Skills:

● Working knowledge of Excel or other CRM platforms (Salesforce).

● Operational familiarity of Opera or other Property Management Systems is preferred.

● Familiarity with operating dialer systems is preferred.

Soft Skills:

● Good communication and listening abilities.

● Consultative approach with capabilities to empathize with Inquiring guests and

potential customers.

● Ability to drive conversations as per guest psychology and intent.

Languages: Excellent fluency in English (Versant 6) and Hindi required. Proficiency in

additional regional or foreign languages is desirable.

Job Description

● Handle inbound and outbound guest calls (Both Domestic and International), e-mail

and management of other Omni-Channel Platforms (enquiries, bookings, follow-ups)

● Maintain accurate records in the CRM Software/ Excel if required (enquiry source,

conversion stage, guest profile)

● Upsell existing enquiries while suggesting appropriate packages to the guests

● Achieve defined KPIs: Conversion rate, Guest Satisfaction, Call Quality etc.

Roles and Responsibilities

1. Guest Engagement & Consultative Selling

● Serve as the primary representative for Dharana, handling inbound and outbound

enquiry calls through voice, email, and other alternate digital channels.

● Conduct in-depth conversations to understand guest intent and recommend

appropriate wellness programs.

● Convert leads into confirmed reservations/bookings through authentic

communications rather than transactional selling.

2. Brand Positioning

● Articulate Dharana’s identity across guest interactions, ensuring consistent brand

representation.

● Employ purpose driven conversion techniques focusing on well-being, rejuvenation,

and self-care which is in line with Ayurvedic principles.

3. Data Management

● Maintain consistent and validated data entry to ensure effective and efficient

communication between the contact centre and on-ground operations.

4. Performance and Collaboration

● Participate in regular training programs on product knowledge, guest empathy, and

wellness communication.

● Share feedback on guest behaviour, market trends, and recurring inquiries to refine

scripts and improve service quality.

Key Performance Indicators (KPIs)

● Guest Conversion Rate (enquiry to Booking %)

● Call Quality Scores

● Data entry Accuracy and Timeliness