Sales and Guest Experience Executive

Aroha Palms; Goa; On-site; INR 254,000 - 304,000; Full time

Benefits offered by this job

Temporary accommodation available

Job summary

Aroha Palms in North Goa is seeking a reservations and guest relations specialist for Mandrem and Pilerne properties. You will own guest inquiries from initial contact through booking and stay, delivering warm hospitality in English and Hindi and coordinating with villa teams to ensure flawless guest experiences.

You will manage reservations via our PMS, respond quickly on WhatsApp, and quote from the seasonal rate card while maintaining high service standards across two boutique locations in

Qualifications

• Exceptional spoken and written English for international guests.
• Fluent Hindi; additional languages are a plus.
• 1–3 years in reservations, front office, guest relations or sales in luxury hospitality.
• Based in North Goa or willing to relocate; travel between Mandrem and Pilerne.
• Fast on WhatsApp and able to manage many conversations simultaneously.

Responsibilities

• Own guest inquiries from first contact to confirmed booking across WhatsApp, email, website and phone.
• Manage PMS and channel manager for accurate availability and pricing across locations.
• Be the primary on-site contact for guests before arrival and during stay; arrange add-on services.
• Coordinate with villa managers and estate teams to ensure flawless property readiness and high review scores.

Skills

English fluency

Hindi fluency

Reservations experience

Luxury hospitality knowledge

Goa experience preferred

Tools

PMS (eZee Absolute/Centrix)

Job description

Aroha Palms · Mandrem & Pilerne, North Goa · On-site, full-time

₹25,000/month + 2% commission on closed sales, uncapped

About us

Aroha Palms is a boutique luxury villa collection across two locations in North Goa. Every villa has its own private 10-metre pool.

• Mandrem — three standalone villas and four apartment suites on a streamside plot with mountain and forest views, minutes from Mandrem Beach. 18 rooms, hosting anything from a single couple to a full-estate buyout for 36 guests.
• Pilerne — two villas set in the heart of Goa's countryside, close to all the main North Goa beaches. 11 rooms, hosting anything from a single couple to a full buyout for up to 26 guests.

We host families and groups from metro India, corporate offsites, celebration groups, and travellers from the UK, Europe and Australia. We are owner-led and building our reservations function properly for the first time.

The role

You own every guest inquiry across the collection — WhatsApp, Instagram, email, website, phone — from first message to confirmed booking. Once a guest books, you carry the relationship through arrival, the stay and the review. You report directly to the Director.

Sales & Lead Conversion

• Promptly follow up on, nurture, and close inbound leads generated via digital marketing campaigns, social media, direct calls, and messaging platforms.
• Understand prospective guests' group sizes, travel dates, and preferences to recommend the right property and configuration across the collection — including our combination and full-estate buyout options for larger groups.
• Quote accurately from our approved seasonal rate card, holding rate rather than discounting to close. Requests below card rate are referred to management.
• Follow up systematically until a guest books or clearly declines, and maintain a live record of every lead and its status.
  

PMS & Reservations Management

• Efficiently operate and maintain our Property Management System (PMS) and channel manager to ensure accurate availability, pricing synchronization, and calendar updates across both locations.
• Manage reservations, booking confirmations, payment links and security deposits, and customer record management.
  

On-Site Guest Relations & Experience

• Serve as the primary point of contact for confirmed guests prior to arrival, during check-in, and throughout their stay.
• Deliver warm, personalized hospitality in fluent English and Hindi, addressing inquiries, special requests, and any guest feedback on-site with speed and professionalism.
• Arrange add‑on services — private chef dinners, bonfire evenings, airport transfers, watersports.
• Coordinate closely with our villa managers and on‑ground estate teams to ensure flawless property readiness, guest comfort, and high review scores.
• Request reviews after checkout, written for that specific guest rather than from a template.
  

What we're looking for

• Exceptional spoken and written English — our international guests deal with you directly
• Fluent Hindi. Other languages an advantage
• 1–3 years in reservations, front office, guest relations or sales — luxury hospitality, boutique resorts or villa rentals. Goa experience preferred
• Fast on WhatsApp. This is how our guests talk to us
• Comfortable quoting ₹20,000+ per night and holding rate rather than discounting
• Organised enough to run twenty open conversations without dropping one
• Based in North Goa or able to relocate. The role covers both our Mandrem and Pilerne properties, so you must be willing to travel between them. Own vehicle and valid licence required; work travel is reimbursed
• eZee Absolute, eZee Centrix or similar PMS experience a strong advantage — we'll train you if not
  

Compensation

₹25,000 per month plus 2% commission, uncapped, on all direct bookings you close. Calculated on net room revenue excluding GST and paid on completed stays.

Temporary accommodation available if you're relocating.