Sales Executive - Long stay (Reactive)

Position Purpose

Key Responsibilities

• Lead Management & ResponseReceive and manage all long stay enquiries from various channels including:
• Emails
• Phone calls
• Walk-in guests
• In-house guests
• Corporate housing portals
• Referrals
• Travel agents and relocation companies
• Ensure all new enquiries are acknowledged and responded to within 24 hours.
• Prepare customized proposals based on guest requirements including:
• Length of stay
• Apartment preference

Budget

• Family requirements
• Company requirements
• Special requests
• Maintain accurate records of all enquiries in the lead tracking system/funnel sheet.
• Update lead status regularly as:

Cancelled

• Record valid reasons for all lost business for future analysis and reporting.
• Escalate high-value, strategic, or sensitive opportunities to the Senior Sales Manager for review and direction.
• Follow-Up & Sales ConversionConduct timely follow-up within 24 hours after proposal submission.
• Maintain consistent communication with prospective guests to maximize conversion opportunities.
• Coordinate and arrange site inspections for qualified leads.
• Ensure calendar invites are sent to all relevant departments and stakeholders for scheduled inspections.
• Coordinate room blocking with Reservations/Front Office for inspections.
• Inspect allocated apartments prior to each site visit to ensure:

Cleanliness

• Maintenance standards
• Proper setup
• Functionality of facilities
• Presentation standards
• Personally welcome guests during inspections and conduct full property orientation.
• Understand guest needs carefully and present suitable facilities, services, and benefits to support conversion.
• Send revised proposals, apartment details, and responses to guest queries within 24 hours following site inspections.
• Escalate negotiations involving special rates, exceptions, extended payment terms, or contractual deviations to the Senior Sales Manager.
• Contracting & Booking AdministrationPrepare and send contracts within 24 hours once guest confirms intent to proceed.
• Ensure all required documentation is completed accurately before booking confirmation.

Monthly Bookings

• Send:
• Contract
• Payment link/invoice
• Required booking documents
• Ensure signed contract and payment are received prior to confirmation.

Yearly Bookings

• Ensure: Signed contract is received
• Post-dated cheques (PDCs) or approved payment method are collected as per agreed schedule
• Coordinate any alternative payment arrangements with Finance and obtain approval from Senior Sales Manager where required.
• Upon receipt of payment and signed documents:
• Send booking creation confirmation
• Update Opera and internal systems promptly
• Communicate booking details to relevant departments
• Arrival Experience & Guest JourneyConduct daily pre-arrival checks for all upcoming long stay arrivals.
• Coordinate with:
• Front Office
• Housekeeping
• Engineering
• Finance
• Guest Relations
• to ensure apartments are fully prepared.
• Arrange and coordinate welcome amenities prior to arrival.
• Ensure smooth and personalized check-in experience for all long stay guests.
• Personally meet arriving guests whenever possible or coordinate guest handling with Senior Sales Manager.
• Ensure guests receive:
• Property orientation
• Apartment tour
• Building facilities overview
• Community information
• Inventory & Apartment Handover ProcessCoordinate inventory inspection during check-in alongside Housekeeping or relevant department.
• Ensure guest signs inventory checklist upon apartment handover.
• Record and document any visible damages during move-in inspection.
• Coordinate departure inventory inspection during check-out in guest presence whenever possible.
• Ensure all damages or missing items are documented properly and signed by guest.
• Share all supporting documentation with Finance for security deposit deductions where applicable.
• Escalate disputed charges or guest disagreements to Senior Sales Manager.
• Payment Coordination & Financial Follow-UpMonitor all upcoming guest payments and payment schedules.
• Send timely reminders for:
• Monthly payments
• Cheque due dates
• Renewal payments
• Coordinate closely with Finance regarding:
• Alternative payment methods
• Outstanding balances
• Security deposits
• Refund processing
• Ensure returned cheques and financial documents are delivered to guests in a timely manner.
• Immediately escalate overdue payments, payment disputes, or financial risks to Senior Sales Manager and Finance.

Security Deposit Management

• Ensure refund registration forms are sent prior to guest departure.
• Coordinate with Finance to initiate refund process upon clearance.
• Follow up regularly to ensure deposits are refunded within hotel timelines.
• Confirm with guests once refund has been completed.
• Thank guests for their stay and encourage future business.
• Escalate delayed refunds or guest complaints to Senior Sales Manager.

Monthly Renewals

• Proactively follow up with guests regarding extension requirements.
• Coordinate renewal discussions with Senior Sales Manager.

Yearly Renewals

• Send renewal reminders at least 60 days prior to expiry.
• Prepare renewal proposals and contracts on time.
• Arrange renewal meetings where necessary.
• Support Senior Sales Manager during negotiations and retention discussions.
• Escalate any risk of non-renewal or relocation immediately.

Marriott Bonvoy Coordination

• Maintain proper control and tracking of Bonvoy point allocation for eligible stays.
• Coordinate with:
• Rooms Controller
• Bonvoy Team
• Front Office
• to ensure points are awarded accurately and on time.
• Follow up proactively on missing points cases.
• Ensure guest concerns related to loyalty benefits are resolved promptly.
• Escalate unresolved Bonvoy cases to Senior Sales Manager where necessary.

Long Stay Guest Relations & Community Engagement

• Build strong relationships with all long stay guests and their families.
• Conduct regular guest engagement and courtesy follow-ups.
• Arrange one-to-one meetings with guests when required.
• Coordinate and support long stay community events and activities.
• Work alongside Senior Sales Manager and operational departments to plan guest engagement initiatives.
• Ensure invitations and communication are shared with guests in timely manner.
• Be present during community events to engage with residents and gather feedback.
• Recognize guest special occasions including:

Anniversaries

Corporate Housing & Partner Relations

• Manage and update proposals on corporate housing portals including:
• AltoVita

• Oasis Corporate Housing

• Other approved platforms
• Ensure rates, inventory, and proposal details are accurate and updated.
• Maintain professional communication with account managers and relocation partners.
• Support Senior Sales Manager in strengthening relationships with corporate housing providers and relocation companies.

Reporting & Administration

• Maintain organized records of:
• Contracts
• Renewals
• Payments
• Guest communications
• Lead tracking
• Lost business reports
• Submit regular sales activity updates and pipeline reports to Senior Sales Manager.
• Ensure all internal systems and guest records are updated accurately.
• Support preparation of monthly performance reports when required.

Key Performance Indicators (Kpis)

Authority & Escalation Matrix

• The Sales Executive may independently manage daily reactive sales operations within approved hotel guidelines.
• The following require approval and/or involvement of the Senior Sales Manager:
• Rate exceptions or heavy discounting
• Contract deviations
• Long-term negotiations
• Payment exceptions
• Extended credit approvals
• Guest disputes or escalations

Compensation Decisions

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

• Minimum of 2 years of experience in Sales as Sales Specialist is required in hotel industry
• Superior analytical skills required.

Education