Team Lead, Sales

Brief Description

operational excellence

1. Team & Performance Management

• Daily Operations

  : Oversee the day-to-day operations of the sales team to ensure all queries are handled efficiently and in line with brand standards.

• Performance Monitoring

  : Monitor key performance indicators (KPIs) such as Conversion Rate, Average Handling Time (AHT), Customer Satisfaction (CSAT), and Quality Scores.

• Shift Management

  : Manage team scheduling, attendance, and adherence to the multi-shift environment requirements, including the work-from-home evening shifts.

• Escalation Handling

  : Serve as the primary point of contact for complex guest issues, operational escalations, or reservation disputes, providing swift and effective resolution.

2. Training & Development (Focus on Freshers)

• Onboarding & Training

  : Design, implement and improve the training program for new Sales Executives (freshers), covering product knowledge, sales techniques (up-sell/cross-sell), system usage (PMS), and service protocols.

• Skill Upskilling

  : Conduct coaching sessions, call/chat audits, and role-playing exercises to upskill the existing team to improve sales conversion and guest experience soft skills.

• Feedback & Motivation

  : Establish consistent feedback and implement recognition programs to maintain high team morale and engagement.

3. Process & Quality Improvement

• Process Efficiency

  : Review and optimize current reservation and sales processes to improve operational efficiency and reduce errors across all processes.

• Collaboration

  : Work closely with the Property Operations team to ensure seamless guest handoffs, and effectively communicate policy updates.

• System Integrity

  : Ensure accurate and compliant usage of the Property Management System (PMS) by the team for data entry and reservation management.

Key Requirements

1. Leadership

   : Ability to coach entry-level professionals in a high-volume environment.

2. Operational Mindset

   : Strong grasp of key call center metrics (AHT, CSAT, Conversion, Quality) and the ability to use data for performance improvement.

3. Experience

   : Approximately 4-6 years of experience in Hospitality Operations, Sales, or Call Center Management, with a proven track record of successfully managing a team.

4. Location

   : Willingness to be based in Bangalore and handle multi-shift operations.

Why Should You Join Us

1. Growth

   : Avadale Resorts has ambitious plans to scale & you will get to play a defining role in the sales function and grow into a leadership role as the company expands.

2. Impact

   : Lead a critical team function that directly contributes to the company's revenue goals and shapes the guest journey from the very first interaction.