Job Description

Location:

Gateshead (Hybrid)

Hours:

Full-time with flexible scheduling, including weekends and out-of-hours work -- balanced by time off during the week

Salary:

Competitive, depending on experience

About the Role

We're looking for a warm, proactive, and hands-on Supervisor to help lead day-to-day operations across our small but growing holiday property business.

This is a dynamic role combining guest communication, team coordination, admin, and property support. Based in Gateshead with hybrid flexibility, you'll work closely with our leadership and operations teams, taking ownership of the guest experience and helping shape how we grow.

You'll thrive here if you're a natural problem-solver, love variety, and enjoy getting stuck in. There's real potential to progress into a senior leadership role as the business continues to expand.

Key Responsibilities

Lead the guest experience from initial enquiry to check-out, ensuring timely and thoughtful communication Manage guest messages, reviews, special requests, and complaints with professionalism and empathy Coordinate check-in/check-out processes and support guest journey improvements Liaise with cleaning and maintenance teams to ensure smooth day-to-day operations Convert enquiries into bookings and contribute to lead generation and sales efforts Support social media activity including posting and engaging with guests online Mentor junior team members and contribute to a positive, values-led culture Maintain admin systems including inboxes, booking trackers, and operational records Contribute ideas for process improvements, systems, and team ways of working

What We're Looking For

Essential

Experience in customer service, hospitality, or holiday lettings Excellent organisational skills with the ability to manage multiple priorities Clear, friendly, and confident communication style Tech savvy - comfortable with email, booking platforms, Canva, and social media tools Flexibility to work weekends and evenings, with time off in the week A proactive, hands-on approach and willingness to learn

Desirable

Team leadership or operational coordination experience Experience converting leads or handling guest enquiries Interest in systems improvement, automation, or operations development

What We Offer

A full-time hybrid role with flexible working arrangements A purpose-driven, close-knit team with a supportive working culture Clear path for growth into senior guest or operations management Hands-on experience across property coordination, social media, and guest experience Gateshead-based office (NE8 1RB) with the option to work remotely part of the week

Who Thrives in This Role?

This role is a great fit for someone who is:

Proactive and driven - keen to take ownership and help the business grow People-focused - naturally empathetic and motivated by creating great experiences Vision-oriented - understands the long-term value of outstanding service Systems-minded - likes to improve processes and make things work better Motivated by meaning - wants to work somewhere they can make a difference
Job Types: Full-time, Part-time

Benefits:

Company pension Employee discount
Work Location: Hybrid remote in Gateshead NE8 1RB