Job Description

Company Overview

Luxury Cotswold Retreats (sister company to interiors brand Cotswold Grey) is a countryside-contemporary, short-stay property rental portfolio located in the picturesque market town of Moreton-In-Marsh and the surrounding Cotswold villages. We pride ourselves on delivering exceptional customer service and providing high-quality accommodation that enhances our customers stay in the Cotswolds. Each of our 15+ properties is uniquely hand-curated and meticulously interior designed.

Summary

The Guest Services & Marketing Manager will be the main point of contact for guests wanting to book one of 15 properties in our privately-owned portfolio. Offering excellent service from the first initial enquiry to the post-departure feedback, sending check-in details, and being on hand for all guests if they have any questions or issues during their stay. In addition, the role encompasses marketing activities to promote property bookings and experience. The role will be based in the office in Moreton-in-Marsh and on-site at our properties as required.

Responsibilities

Managing booking levels, pricing strategy and leads via the booking website platform Inn Style, third parties such as Booking.com and AirBNB to hit overall revenue targets. Utilising Marketing activity insights such as paid search (Google Ads) reporting. Email database management to drive repeat bookings (Mailchimp). Development of a concierge service with local partners. Development of property materials and local guides. Answering phone, WhatsApp and email enquiries for 15+ properties. Management of overall luxury guest experience and final property checks. Management and communication with the housekeeping team with any changes. Ensure all bookings are correctly inputted in our channel manager. Ensuring guests details are all correct. Conduct regular inspections to maintain quality and address any issues promptly. Manage stock levels of cleaning products, linens, and supplies, ensuring timely replenishment. Coordinate with other departments to meet the operational needs of the properties. Enforce health and safety protocols and ensure compliance with relevant regulations ie, organising gas safety, PAT testing, fire safety, appliance services. We are a small team - there will be times you may need to help the housekeeping team with cleans, so a housekeeping/hospitality background is preferred. Being available after hours in-case of emergencies from guests. Dealing with complaints (albeit, rare!)

Requirements

Proven experience in boutique or luxury hotel or hospitality management and marketing or a similar supervisory role. Excellent organizational and leadership skills. Strong communication and interpersonal abilities. Excellent written English. Attention to detail and a commitment to high standards. Knowledge of health and safety regulations in housekeeping. Ability to work flexible hours, including weekends and holidays as required. Must be able to drive and live very locally to Moreton-in-Marsh with good local knowledge. Presentable and personable with a '5 star service' attitude.

Preferred Qualifications:

Hospitality Management and or Marketing experience Familiarity with housekeeping management software or tools Experience with guest call handling and communication Experience with bookings management software
If you are passionate about providing exceptional guest experiences and want to be part of a dedicated team at Luxury Cotswold Retreats, we invite you to apply today!

Deadline for applications: Friday 25th April 2025

Must be available to start in May.

Job Types: Full-time, Permanent

Pay: 40,000.00-50,000.00 per year

Benefits:

Employee discount Free parking Store discount
Schedule:

Weekend availability
Application question(s):

Are you located in Moreton-in-Marsh or very locally with good local knowledge?
Experience:

Hospitality management: 5 years (required)
Language:

and writes in excellent English (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Reference ID: Guest Services & Marketing Manager - Luxury Cotswold Retreats
Expected start date: 17/05/2025