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Sales Executive - Long stay (Reactive)

Sheraton Grand Hotel, Dubai
Dubai, UAE
Full Time
Entry
Onsite
2 weeks ago
SalesCustomer Relationship ManagementLead ManagementNegotiationCommunicationContract Management
Free

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POSITION PURPOSE

  • The Sales Executive – Long Stay (Reactive) is responsible for managing and converting all reactive long stay enquiries received through various channels including emails, calls, walk ins, in house guests, corporate housing portals, and referrals.
  • The role focuses on delivering exceptional guest experience from enquiry stage until post departure while ensuring timely follow up, smooth coordination with operational departments, contract management, payment tracking, guest relations, renewals, and retention of long stay business.
  • The Sales Executive is expected to maximize conversion opportunities, maintain strong relationships with guests and corporate partners, and ensure all long stay processes are executed in line with hotel standards and policies.

Lead Management & Response

  • Receive 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 Tentative, Definite, Lost, Cancelled; record valid reasons for all lost business.
  • Escalate high value, strategic, or sensitive opportunities to the Senior Sales Manager.

Follow Up & Sales Conversion

  • Conduct 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, 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 Administration

  • Prepare and send contracts within 24 hours once guest confirms intent to proceed.
  • Ensure all required documentation is completed accurately before booking confirmation.
  • For monthly bookings: send contract, payment link/invoice, required booking documents; ensure signed contract and payment are received prior to confirmation.
  • For yearly bookings: ensure signed contract is received, post dated cheques or approved payment method are collected as per agreed schedule.
  • 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 Journey

  • Conduct 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 Process

  • Coordinate 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 Up

  • Monitor 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.

Renewals & Retention

  • For monthly renewals: proactively follow up with guests regarding extension requirements; coordinate renewal discussions with Senior Sales Manager.
  • For 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 immediat

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.

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