Services Manager in Newquay

Our client, a holiday letting agency, is seeking to employ a new full-time Owner Services Manager to head the team and ensure holiday letting is smooth and successful for their clients. 28 days holiday p.a. This is a permanent, full-time role – 5 days per week, includes weekend working.

Key Responsibilities –

• Update procedures, ensure team is aware of these
• Ensure client communication is dealt with promptly, accurately, and professionally
• Oversee annual property inspections
• Ensure new properties are logged n the portfolio accurately and promptly
• Ensure new clients/owners are aware of terms and processes
• Monitor property occupancy and booking levels
• Run the monthly owner statements & payments
• Identify & implement new initiatives to improve services
• Update certification accurately (e.g. insurance, fire safety, gas & electrics of properties)
• Resolve complaints & poor guest feedback with the owner
• Manage the team – this includes conducting appraisals and monitoring staff performance, creating the weekly rota etc.
• Participate in the on-call service

Essential

• Excellent communication skills
• Remain calm under pressure & deal with difficult situations sympathetically & positively
• Excellent understanding of holiday letting - standards & certification
• Passion for outstanding customer service
• Ability to multitask efficiently
• Accurate attention to detail
• Computer literate, including Microsoft Word, Excel, Outlook & confidence using technology daily
• ‘Can do’ attitude
• Self-motivated & target-driven
• Minimum 3 years’ experience in customer service role within hospitality
• Full, clean driving license

Desirable

• Good knowledge of Cornwall
• Experience managing teams
• Qualifications minimum A level or equivalent