Quality and Performance - Holiday Lettings

Annual Bonus, Private Medical
04 Nov 2019
02 Dec 2019
Contract Type
Full Time
Holiday Lettings Quality and Performance co-ordinator

Role Purpose

My Client is a leading Holiday Lettings organisation, who due to continued growth now have an excellent opportunity for someone with tourism account management experience to join their team looking after and managing the quality and performance of holiday properties.

With experience in effective account management, you will ideally have knowledge of the holiday lettings industry, have excellent levels of customer service skills and be able to prioritise your workload accordingly.

As part of their Quality and Performance team, you will be welcoming new property owners to ensure that the initial stages of their journey of letting out their property goes as smooth as possible. This is achievable through forming strong working relationships with the owners and understanding their motivations, addressing their concerns and keeping in touch with them regularly through their early journey.

Working within a multi-skilled, likeminded team within a fast paced department, you will be working to quality check every new live property - focusing on accuracy in terms of the property's website listing, pricing, commercial terms and photography. Monitoring each property is key and will include scheduling phone calls based on the property's first booking, net promoter score customer feedback and monitoring booking performance and booking pace of the property against similar properties in the region, and against the projections received by the owner.

Effective account management will highlight any issues in a proactive manner to pre-empt and concerns the owner may have. In addition, a time-sensitive reaction to negative customer feedback is extremely important. Once satisfied that the owner and property are performing to industry expectations, the Quality & Performance Executive will be responsible for handing the property over to the owner relations team.

Role Outline

As our newest Quality and Performance Executive, you will be accountable for the following areas of responsibilities:

* A flexible approach to the role is Account management of a portfolio of owners and properties varying in size and quality

* Ownership of in-depth quality checks to all new properties ensuring tick rating consistency in line with the brand guidelines, correct display of features, accurate pricing and the relevant commercial terms.

* Work both proactively and reactively where required to relationship manage the whole owner journey from the first day of the property being live, through the first booking call and the customer feedback through to graduation.

* Feedback to relevant department on improvements based on staff/owner feedback

* Understand all organisation's products, services, procedures, guidelines.

* To create an environment oriented to trust, open communication, creative thinking and a collaborative approach required and the ability to move around the business should this be required

Benefits include:

* Annual bonus scheme

* Staff pension

* Private Medical

* 33 days' holiday (including bank holidays)

* An additional day off during the week of your Birthday

* Death in Service payment

* Subsidised park and ride passes

* Enhanced Maternity and Paternity pay

* Long service awards - cash payments and increases in holiday allowances

* Staff discount on cottage holidays

* Free worldwide travel insurance (including family members)

* Wellness extras, including free annual flu jabs, reflexology sessions and free fruit supplied in the office

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