Job description for Sales & Reservations at The Mahaloka Uluwatu
Location: Pecatu, Uluwatu - Bali
Employment Type: Full Time
About the Position:
We are looking for a proactive, communicative, and hospitality-oriented Villa Sales, Reservation & Operations Officer to manage daily villa operations while supporting sales, reservations, OTA management, and guest relations.
This position is suitable for someone who can work independently, is comfortable communicating with guests, and has a strong understanding of hospitality operations and online booking platforms.
Key Responsibilities
1. OTA & Reservation
Manage villa listings and reservations through OTA platforms such as Booking.com, Agoda, Airbnb, Expedia, etc.
Monitor room availability, rates, promotions, and inventory.
Respond to guest inquiries promptly and professionally.
Handle booking confirmations, cancellations, modifications, and special requests.
Maintain an accurate reservation calendar and prevent double bookings.
Follow up with potential guests to convert inquiries into bookings.
Prepare daily/weekly reservation reports.
2. Sales & Revenue
Generate direct bookings through WhatsApp, Instagram, website, referrals, and other channels.
Follow up leads and potential customers.
Develop relationships with travel agents, tour operators, and local partners.
Promote villa packages and special offers.
Upsell additional services such as airport transfers, breakfast, BBQ, tours, transportation, etc.
Achieve agreed monthly occupancy and revenue targets.
Monitor competitor rates and market conditions.
3. Guest Relations & Concierge
Communicate with guests before, during, and after their stay.
Coordinate check-in and check-out arrangements.
Assist guests with transportation, restaurant reservations, tours, activities, and other requests.
Handle guest complaints professionally and coordinate solutions.
Ensure guests receive a positive and personalized experience.
Follow up on guest feedback and online reviews.
4. Villa Operations
Conduct daily villa readiness and operational checks.
Ensure the villa and public areas are clean, presentable, and guest-ready.
Coordinate with Housekeeping, Maintenance, Garden, and Pool teams.
Monitor amenities, linen, guest supplies, and operational inventory.
Report maintenance issues and follow up on completion.
Ensure operational standards are maintained.
Assist management in implementing SOPs and improving guest experience.
5. Public Area Monitoring
Monitor cleanliness and presentation of entrance, pool area, garden, terrace, parking area, and other public areas.
Coordinate cleaning and maintenance requirements.
Ensure all public areas are safe, clean, and ready for guests.
Requirements
Minimum education: SMA/SMK/Diploma in Hospitality, Tourism, Business, or related field.
Minimum 1–2 years of experience in hotel, villa, resort, reservation, sales, or hospitality operations.
Experience handling OTA platforms is preferred.
Good knowledge of reservation processes and hospitality operations.
Good communication skills in Bahasa Indonesia and English.
Strong customer service and problem-solving skills.
Comfortable using WhatsApp, email, Microsoft Office/Google Workspace, and basic Excel.
Able to work independently with minimal supervision.
Able to coordinate multiple operational tasks.
Target-oriented and willing to work with sales targets.
Well-groomed, professional, friendly, and service-oriented.
Willing to work weekends, public holidays, and according to villa operational requirements.
Having a valid driving license and own transportation is an advantage.
Key Skills
Must Have
OTA management
Reservation handling
Guest communication
Basic sales skills
English communication
Microsoft Office / Google Workspace
Problem solving
Operational coordination
Preferred
Booking.com / Agoda / Airbnb experience
PMS experience
Revenue management knowledge
Travel agent/networking experience
Social media and digital marketing knowledge
Experience in villa operations
