Job Description

Company Overview

Mirth Resorts is a leading luxury hospitality brand headquartered in Cochin, Kerala. The group operates an exceptional portfolio of premium resorts --

Kanthalloor, Kollam, Wayanad, Coorg, and Nilgiris

, with several new destinations soon joining the collection.
Each Mirth property delivers an immersive experience that blends natural beauty, refined comfort, curated activities, and elevated culinary journeys, ensuring every guest enjoys a memorable, world-class stay.

Key Responsibilities ()

A. OTA Management (Online Travel Agency Management)

Oversee and manage all OTA channels including Booking.com, Agoda, MakeMyTrip, Goibibo, Expedia, Airbnb and others. Ensure pricing accuracy, rate parity, room inventory mapping, and content consistency across all platforms. Monitor daily pickup reports, pacing, demand trends, and competitor pricing to optimize revenue. Coordinate with OTA account managers to improve visibility, ranking, and performance on each platform. Implement promotional campaigns, discounts, and packages based on seasonality and business strategy. Analyze OTA production reports and recommend revenue-improving actions.

B. Managing Direct Sales Executives

Lead and supervise the direct sales team responsible for reservations, conversions, and lead management. Assign daily/weekly performance targets and monitor adherence to SOPs. Support the team in closing high-value enquiries and upselling opportunities. Conduct regular performance reviews and provide coaching to improve productivity and conversion rates. Ensure timely follow-up for all direct leads generated via website, social media, walk-ins, and events.

C. Leading the Call Center Operations (Resorts & Residences)

Oversee the central reservation/call center team ensuring professional and timely handling of guest enquiries. Design call scripts, workflow standards, and ensure high service quality for both inbound and outbound calls. Monitor call handling metrics such as response time, missed call rate, enquiry-to-booking ratio, and service quality. Coordinate with property GMs / Villa Coordinators to ensure real-time information flow regarding availability, events, and operational updates. Implement tools/CRMs required for call canter efficiency and reporting.

D. Training & Onboarding New Employees

Lead onboarding sessions for new team members across reservations, revenue, and call center operations. Prepare training modules on systems (PMS/CRS/Channel Manager), SOPs, communication standards, and sales techniques. Conduct periodic refresher training to ensure continuous skill development and operational excellence. Evaluate training effectiveness and suggest improvements to enhance team capability.

Qualifications & Requirements:

Bachelor's degree in Hospitality Management, Business, or related field.

3-7 years of experience in revenue management within hotels, resorts, or hospitality companies.

Strong understanding of OTA systems, PMS, revenue management tools, and channel managers.

Proficiency in data analysis, Excel, and business intelligence dashboards.

Job Types: Full-time, Permanent

Pay: ?40,000.00 - ?50,000.00 per month

Benefits:

Provident Fund
Work Location: In person