Guest Relations & Sales Officer

Job Overview

We are seeking a dynamic, customer-focused, and sales-driven Guest Relations & Sales Officer to join our hospitality team. The ideal candidate will be responsible for managing guest communications, handling inquiries, converting leads into bookings, and ensuring an exceptional customer experience from first contact through post-visit follow-up.

This role requires a proactive individual who can build strong relationships with guests, manage reservations, drive event and accommodation sales, and contribute to overall revenue growth.

Key Responsibilities

Guest Relations & Customer Service

• Welcome and assist guests professionally, ensuring a positive and memorable experience.
• Handle guest inquiries, requests, and complaints promptly and effectively.
• Coordinate with housekeeping, food & beverage, operations, and maintenance teams to ensure guest satisfaction.
• Conduct check-in and check-out procedures where required.
• Collect guest feedback and report customer insights and improvement opportunities to management.
• Maintain high standards of hospitality and customer service at all times.

Sales & Business Development

• Handle all incoming calls, messages, emails, and online inquiries professionally.
• Convert inquiries into confirmed bookings through effective communication and follow-up.
• Actively promote accommodation packages, dining experiences, day-long visits, corporate events, weddings, social gatherings, and other hospitality services.
• Proactively follow up with prospective customers to maximize conversion rates.
• Identify opportunities to upsell services and packages to increase revenue.
• Build and maintain relationships with corporate clients, event planners, wedding organizers, and repeat customers.
• Achieve monthly booking and sales targets set by management.

Reservation & Database Management

• Maintain and regularly update customer databases, inquiry logs, and booking records.
• Track leads from various sources and ensure timely follow-up.
• Prepare daily, weekly, and monthly sales and inquiry reports.
• Ensure accurate reservation records and guest information are maintained.

Digital Communication & Marketing Support

• Respond to social media messages, comments, reviews, and online inquiries promptly.
• Engage with potential customers through digital channels and provide information that encourages bookings.
• Support promotional campaigns, special offers, and event marketing activities.
• Monitor online customer feedback and communicate insights to management.

Event & Corporate Booking Support

• Assist in securing and coordinating wedding events, corporate retreats, conferences, team outings, social gatherings, and special events.
• Liaise with clients to understand requirements and ensure successful event execution.
• Coordinate internally to ensure all event-related guest expectations are met.