Company Overview
Grand Delight is a real estate, property management, and investment company specializing in premium villa and apartment rentals in Bali and London. The company operates high-end villas in prime locations such as Seminyak, Berawa, and Canggu, each offering 711 bedrooms, private pools, and full-service hospitality. With competitive daily rates, strong occupancy levels and consistently high guest ratings, Grand Delight focuses on delivering exceptional guest experiences while maximizing long-term asset performance. In addition to villa operations, the company provides professional villa management, property development, foreign investment facilitation, and hospitality consultancy services.
Role Overview
The Head of Sales & Bookings is a Head of Department (HOD) role with full accountability for achieving target revenue across all properties. This position leads the Sales & Bookings Department, overseeing Booking Managers, the Bookings Team, and E-commerce functions. The role combines commercial leadership with operational execution and requires close, proactive collaboration with Operations, Marketing, and other departments to maximize revenue, optimize guest experience, and ensure strong market performance.
Key Responsibilities
1. Sales & Revenue Management (Primary Responsibility)
- Take full ownership of monthly and annual revenue targets for all properties.
- Develop and execute sales strategies to maximize ADR, occupancy, and total revenue.
- Hold full responsibility for pricing decisions for each property, based on market trends, seasonality, and performance data.
- Analyze revenue performance regularly and implement corrective actions when targets are at risk.
- Work closely with senior management to align sales performance with overall business objectives.
2. Bookings & Guest Management
- Lead and manage the Sales & Bookings Department, including Booking Managers and Bookings Officers, with clear KPIs and accountability.
- Oversee all day-to-day booking and guest operations, including:
- Handling and supervising guest inquiries and negotiations
- Booking confirmations, payments, and follow-ups
- Managing cancellations, amendments, and special requests
- Handling escalated guest complaints and service recovery
- Ensure fast response times, professional communication, and a seamless guest journey from inquiry to check-out.
- Maintain high guest satisfaction scores, strong online reviews, and repeat bookings.
3. E-Commerce & OTA Performance
- Lead and oversee the E-commerce function, working closely with the team responsible for OTA performance.
- Maximize revenue and visibility across all OTA platforms, including:
- Airbnb, Booking.com, Agoda, VRBO, Plum Guide, and TripAdvisor.
- Ensure listings are accurate, optimized, and competitive in pricing, availability, content, and positioning.
- Monitor and improve key OTA performance metrics such as conversion rates, rankings, occupancy, and revenue contribution.
4. Cross-Department Collaboration
- Proactively work with Operations to ensure service quality, readiness, and guest experience support revenue goals.
- Collaborate closely with Marketing to align promotions, campaigns, brand positioning, and demand generation with sales strategies.
- Provide clear market feedback, guest insights, and performance data to support decision-making across departments.
5. Leadership & Reporting
- Build, lead, and develop a high-performing Sales & Bookings Department.
- Monitor individual and team performance against KPIs and provide coaching and performance feedback.
- Prepare regular reports on revenue performance, booking trends, OTA results, and guest insights.
- Act as the primary commercial owner of the sales, bookings, and e-commerce functions.
Qualifications & Experience
- Proven experience in a senior sales or revenue leadership role, preferably in hospitality, short-term rentals, or hotels.
- Strong track record of achieving revenue targets and managing pricing strategies.
- Solid understanding of OTA platforms, e-commerce performance, and revenue management.
- Strong leadership, communication, and negotiation skills.
- Experience managing teams and working cross-functionally with operations and marketing.
- Proficiency in property management systems, CRM tools, and performance tracking tools.
- Bachelor's degree in Business, Marketing, Hospitality Management, or a related field (preferred).
