Owner Experience Executive
Job Description
Manor Cottages are welcoming the opportunity for an internal applicant to take up a new challenge as our latest Owner Experience Executive at our Burford offices.
– Paying a salary circa £21,000 per annum working 5 days out of 6, Mon-Sat with Saturday off on a rota basis.
– Plus access to our annual STIP (annual company-wide bonus) scheme up to 10% of your salary
– 33 days annual leave including bank holidays
– Plus an additional day off for your Birthday
– Plus an additional two volunteering days per year
– An enhanced maternity and paternity policy
– Personal development and opportunities to be recognised
– Study support for additional qualifications, courses and accreditations
– Numerous dedicated wellbeing initiatives and access to 24/7 mental health support
Joining us as a key player within our newly-formed team, our latest Owner Experience Executive will ensure we deliver a world-class experience to our holidaymakers.
Your Responsibilities
Reporting into Owner Experience Team Manager, our newest Owner Experience Executive will become a key player within our Experience team, responsible for:
- Responding to a holidaymaker and owner issues through multiple communication channels within agreed service level targets
- Ensuring issues are brought to a resolution that satisfies both our holidaymakers and our owners.
- Maintaining thorough and detailed written records of all issues, whether that be on the booking profile or the owner profile.
- Proactively monitoring and working with owners to improve property performance.
- Escalating any urgent/ high-priority issues where appropriate to senior leadership.
- Managing lost property from our departed guests
- Providing support to owners to help them ensure that their property is compliant with health and safety regulation.
- Responding to guest feedback and working with owners to ensure our NPS continues to grow.
- Covering Out of Hours emergency phone on a Rota basis, as such requires travel, so own car and driver is essential
- Working closely with housekeeping and maintenance teams (in brands where we have property services) to ensure that communication is efficient, and we deliver a world class experience for our holidaymakers and owners.
- Being part of an emergency on-call rota, 7 days per week to ensure we deliver a round-the-clock service for our holidaymakers.
- Being a keyholder for our Regional Brand offices, ensuring our work environments are maintained in line with health and safety regulations.
- Supporting our QA’s from time-to-time by completing thorough property checks to keep our properties in tip top shape all year around.
- Arranging guest key collection, where required
Skills and Qualifications
By Being One Team, Owning it, Communicating Honestly and showcasing a devotion to Learning, Growing and Innovating, we remain true to our original ethos and ensure we stay true to our Customers, Owners and Colleagues alike.
First and foremost we are interested in those who have the potential to hold these values, as for this position, we ask you to have the following key skills:
- Excellent attention to detail.
- Outstanding communication skills, both written and verbal.
- Strong interpersonal skills and experience of working in a team.
- Strong negotiation skills.
- Computer literate, specifically in MS office.
- Able to work under own initiative.
- Able to work to tight deadlines.
Although standouts will also have:
- Experience working in the travel & tourism, holiday letting or hospitality sector.
- Previous experience working in a customer facing environment, both in person and on phones.
- Strong MS excel skills.
- Knowledge of the local area
Who we are
Based in the heart of the Cotswolds, our small but multi-talented team look after over 400 properties, from 14th century Cotswold stone cottages to modern lakefront homes. We’re big pet and animal lovers here, meaning you’ll often find a furry friend roaming the office, and we’re always happy to share our dog-friendly holiday recommendations.
Diversity and Inclusion:
Here at the Sykes Cottages Family, we encourage and welcome our people to bring their authentic and best selves to work every day. We know the power that comes from different ideas, backgrounds and perspectives. We recognise the role diversity plays in achieving our goals as a business. We actively welcome applications from as wide a range of backgrounds as possible. If you need any particular support or accommodations as part of your application process, please get in touch – our recruitment team are happy to help.
