Sales Executive - Long Stay (Reactive)

Role overview

This position is focused on handling and converting incoming long-stay enquiries across multiple channels such as email, phone, walk-ins, in-house guests, corporate housing platforms, and referrals. The job is centered on creating a smooth guest experience from the first enquiry through to after departure, while keeping communication timely, coordinating with hotel departments, managing contracts and payments, and supporting renewals and retention.

The role aims to maximize conversion, nurture guest and corporate relationships, and make sure all long-stay activities align with hotel standards and policies. Pricing exceptions, major negotiations, escalations, and key account decisions remain under the guidance and approval of the Senior Sales Manager.

Lead handling and enquiry response

All long-stay leads must be captured and managed from sources including email, calls, walk-ins, staying guests, housing portals, travel agents, relocation firms, and referrals. Every new enquiry should be acknowledged and answered within 24 hours.

Proposals need to be tailored to the guest’s needs, such as length of stay, apartment type, budget, family needs, company expectations, and special requests. Enquiry details must be maintained in the lead tracker or funnel sheet, and lead stages should be updated accurately as tentative, definite, lost, or cancelled. A clear reason must be documented for every lost opportunity. Valuable or sensitive leads should be escalated to the Senior Sales Manager.

Sales follow-up and conversion

Follow-up after sharing a proposal should happen within 24 hours. The role requires steady communication with prospective guests to improve conversion rates, while also arranging site inspections for qualified leads.

For every inspection, calendar invitations must be shared with the relevant teams and room blocking should be coordinated with Reservations or Front Office. Apartments must be checked before the visit to confirm cleanliness, maintenance, setup, functionality, and presentation. During inspections, the guest should be welcomed personally, shown around the property, and given a clear explanation of the apartment, facilities, services, and community benefits. Updated proposals, apartment details, and responses to questions should be sent within 24 hours after the visit. Any special pricing, exceptions, longer payment terms, or contract changes must be referred to the Senior Sales Manager.

Contracting and booking administration

Once a guest is ready to proceed, the contract should be issued within 24 hours. All documents must be completed correctly before a booking is confirmed.

For monthly bookings, the contract, payment link or invoice, and all required booking documents must be sent, and both the signed contract and payment must be received before confirmation. For yearly bookings, the signed contract is required along with post-dated cheques or another approved payment method in line with the agreed schedule. Any alternate payment setup must be coordinated with Finance and, where needed, approved by the Senior Sales Manager. After payment and paperwork are received, the booking confirmation should be issued, Opera and internal systems should be updated promptly, and the relevant departments must be informed.

Arrival experience and guest journey

Daily pre-arrival checks are required for all upcoming long-stay arrivals. Coordination with Front Office, Housekeeping, Engineering, Finance, and Guest Relations is needed to ensure apartments are fully ready.

Welcome amenities should be arranged ahead of arrival, and the check-in experience should be smooth and personal. Where possible, the guest should be met in person, otherwise guest handling should be coordinated with the Senior Sales Manager. Guests should receive a property orientation, apartment tour, building facilities overview, and community information.

Inventory, handover, and departure checks

At check-in, inventory should be reviewed with Housekeeping or the relevant department, and the guest must sign the inventory checklist when the apartment is handed over. Any visible damage at move-in should be recorded.

At departure, an inventory inspection should be completed in the guest’s presence whenever possible. Any damage or missing items should be documented and signed by the guest. Supporting records must be shared with Finance for any security deposit deductions, and disputed charges or disagreements should be escalated to the Senior Sales Manager.

Payments, deposits, and financial follow-up

Upcoming payment schedules must be monitored closely, with reminders sent for monthly payments, cheque due dates, and renewals. Coordination with Finance is needed for alternate payment methods, outstanding balances, security deposits, and refunds.

Returned cheques and financial documents should be given back to guests in a timely manner. Any overdue payment, dispute, or financial risk must be escalated immediately to the Senior Sales Manager and Finance.

Refund registration forms should be sent before departure. Once clearance is received, the refund process must be initiated with Finance, followed up until completion, and then confirmed with the guest. Guests should also be thanked for their stay and encouraged to return. Any delay in refunds or related complaint should be escalated.

Renewals and retention

For monthly renewals, the role requires proactive follow-up on extension needs and coordination of renewal discussions with the Senior Sales Manager.

For yearly renewals, reminders should be sent at least 60 days before expiry. Renewal proposals and contracts must be prepared on time, renewal meetings should be arranged when necessary, and the Senior Sales Manager should be supported in negotiations and retention efforts. Any sign of non-renewal or relocation risk must be escalated immediately.

Marriott Bonvoy coordination

Bonvoy point allocation for eligible stays must be tracked carefully. Coordination is needed with the Rooms Controller, Bonvoy team, and Front Office to ensure points are credited correctly and on time.

Missing points cases should be followed up proactively, guest concerns related to loyalty benefits should be resolved quickly, and unresolved issues should be escalated to the Senior Sales Manager if needed.

Guest relations and community engagement

Strong relationships should be built with long-stay guests and their families through regular engagement and courtesy follow-ups. One-to-one meetings should be arranged when required, and support should be given to long-stay community activities and events.

The role includes working with the Senior Sales Manager and operational teams to plan engagement initiatives, sending invitations and communications on time, and being present at community events to connect with residents and collect feedback. Special occasions such as birthdays, anniversaries, and festive celebrations should be recognized. Guest concerns must be recorded in GXP and communicated within 24 hours, while serious complaints or service recovery cases must be escalated immediately.

Corporate housing and partner relations

Proposals must be maintained and updated on corporate housing portals such as AltoVita, Oasis Corporate Housing, and other approved platforms. Rates, inventory, and proposal details should remain accurate and current.

Professional communication is required with account managers and relocation partners, while the Senior Sales Manager should be supported in strengthening relationships with housing providers and relocation companies.

Reporting and administration

Organized records must be maintained for contracts, renewals, payments, guest correspondence, lead tracking, and lost business. Regular sales activity updates and pipeline reports should be submitted to the Senior Sales Manager, and all systems and guest records must stay accurate.

Support may also be required for monthly performance reporting.

Performance expectations

Key measures for this role include lead response compliance, proposal turnaround time, conversion ratio, renewal retention, guest satisfaction, revenue generation, payment collection timeliness, documentation accuracy, guest engagement, follow-up compliance, and Bonvoy resolution speed.

Authority and escalation

This position can manage day-to-day reactive sales work within approved hotel guidelines. However, rate exceptions, heavy discounting, contract changes, long-term negotiations, payment exceptions, extended credit approvals, guest disputes, compensation decisions, strategic corporate accounts, legal or contractual matters, non-standard renewals, and high-value opportunities require approval or involvement from the Senior Sales Manager.

Experience and education

A minimum of 2 years of experience in hotel sales, specifically in a Sales Specialist capacity, is required. Strong analytical ability is also expected.

A bachelor’s degree is required, and further education in sales or marketing is preferred.