Job Description

ABOUT CRABTREE & CRABTREE

We are passionate about staycations, fabulous holiday homes and exceptional, friendly service. We're all about matching the most authentic, beautiful, and sought-after properties with the most discerning holiday makers.

Dedicated to finding and opening the doors to some of the most remarkable houses in Great Britain, we've slowly grown our portfolio of exclusive holiday homes to comprise over 300 unique and inspiring properties across Northumberland, the Scottish Borders, the Lothians and Yorkshire. From wisteria-bestrewn cottages and grand manor houses to a stylishly converted cowshed, each has been carefully handpicked for its stunning location, unusual architecture, remarkable history or beautiful interiors.

The calibre of our property portfolio is matched only by the uniquely thoughtful, personal and comprehensive service that we offer to both our homeowners and guests. From sharing local recommendations and insider tips to ensuring our holiday homes are homely, welcoming and in tip-top condition, we pride ourselves on going the extra mile to guarantee that every C&C holiday is one to remember.

OVERVIEW

Reporting to the Head of Operations, as the Head of Guest Relations you will have overall responsibility for the guest experience along with the overall performance of the Property Consultants, with a particular focus on securing bookings and delivering a first-class guest experience. The Head of Guest Relations is responsible for line-managing, developing, and supporting the Property Consultants, assisting with, and overseeing their responsibilities to ensure that they are meeting commercial objectives and providing the best possible service to our guests.

As the Property Consultant Team representative on the Crabtree & Crabtree Leadership Team, the Head of Guest Relations is also responsible for communicating effectively across teams and ensuring delivery in line with the Crabtree & Crabtree business strategy and plan.

This is a full-time role, and the successful candidate will be required to work 1 weekend in every 3 weeks. This role is office based at our offices in Kelso.

KEY RESPONSIBILITIES & OUTPUTS

Property Consultants development and management

Supporting the Property Consultants to carry out their roles, supporting them to achieve their individual and team objectives. Managing and developing the Property Consultants, providing regular feedback, and coaching, conducting performance evaluations, training, and upskilling. Target setting in terms of achieving both qualitative and quantitative deliverables for team members. Using SMART techniques to allow more measurable objectives. Attendance at the Kelso office five days per week. Responsible for ensuring sufficient team resource at all times and providing rota, holiday and sickness cover as required. Providing out-of-hours telephone support to the team as required. Signing off expenses and mileage for the team. Onboarding new joiners to the team. Overseeing relevant compliance, including GDPR. Overall responsible for ensuring the office is immaculately presented for our guests and owners at all times.

Bookings management & performance

Overall responsibility for ensuring that enquiries and bookings are processed accurately, in a timely manner and in line with the company's processes and brand values. Overall responsibility for ensuring that booking amendments are made correctly. Overall responsibility for ensuring that records of all contact with guests are kept up to date for any changes made to the booking, special requests made and reminders for the team and owner. Overall responsibility for keeping within our guidelines for provisional bookings and handling any outstanding payments due in relation to a booking. Overall responsibility for ensuring accurate and efficient management of the third-party enquiries/bookings including the financials. Assisting the Property Consultant team with preparing bespoke enquiry proposals for high value, bespoke bookings.

Delivering a first-class guest experience

Overall responsibility for ensuring the Property Consultant team provides the best possible service to guests before, during and after their stay to encourage guest retention. To include providing further information about properties and the local area and arranging additional services for guests including Crabtree & Crabtree Experiences to ensure that guests get the very best from their stay. Ensuring that guest issues and complaints are handled in a responsive, sensitive, calm and professional manner, with the aim of reaching a resolution within 24 hours. Working with the Property Consultants, Head of Property and Property Managers to resolve escalated guest complaints within seven days. Working with the Head of Operations and Head of Property to improve the procedures and working practices we have in place to resolve complaints and to develop strategies for dealing with complex guest complaints to provide appropriate solutions before problems escalate and minimise guest compensation payouts. Ensuring accurate records are kept of any compensation or vouchers given to guests and damage claims processed to the Finance Team. Ensuring that the Property Consultant team inform homeowners and Property Managers of all positive or negative feedback received about their properties. Producing monthly reports for the Head of Operations and team regarding critical feedback received about properties in their portfolio so that proposals can be made to owners for improvements required to maintain high standards. Providing monthly customer service reports with the overall aim of improving guest satisfaction. Ensuring the Marketing Team are provided with any particularly outstanding feedback suitable for marketing purposes and guest testimonials are uploaded and maintained. Ensuring that lost property is returned in a timely manner. Assisting the Property Consultant team with handling property damage claims made by owners, mediating between guest and the Property Team / Managed Services / homeowner to negotiate a fair outcome within 48 hours. Assisting with processing damage claim payments.

Performance analysis and sales reporting

Generating and analysing weekly, monthly, quarterly and annual sales performance reports, supporting Property Consultants to identify and implement plans to improve performance with the overall aim of increasing bookings. Regularly monitoring the bookings grid and proactively flagging properties to the Property Team which are underperforming or have notable unlet periods. Keeping the Head of Property and Property Team up to date with important developments relating to properties, owners and bookings.

Knowledge, skills and experience required

Experience in business management with a proven track record of high performance in guest relations and bookings, preferably within the property/travel industry. Managing a team providing excellent service and results to a wide range of clients. Working closely with team members to assist on the more complex matters to ensure targets are achieved. A practiced people manager in recruitment, coaching and development of talent. Ability to lead by example in a fast-paced environment with a hands-on approach, thinking proactively and creatively and manage several ongoing tasks. Previous experience of playing a key part in business and process development. Proven ability to deliver growth through the implementation of best practice processes and training. Excellent IT numeracy and literacy skills. Excellent database, CRM systems management, preferably Supercontrol. Target driven individual who is comfortable in setting, analysing, working to and achieving company targets. Skilled and confident communicator with excellent verbal and written presentation skills. Ability to maintain strategic vision and define and explain the Crabtree & Crabtree's value proposition. Passionate, meticulous, motivated, intellectual, quick thinking and energetic. Strong time management and multi-tasking skills with the ability to organise and prioritise workload to achieve agreed deadlines. Solutions oriented, with intuitive problem solving and analytical abilities. Self-motivated with plenty of initiative. A charismatic personality with a 'can-do' attitude, prepared to help in any way required in order to achieve Crabtree & Crabtree's commercial objectives. Ability to communicate in a timely and friendly manner, reflecting Crabtree & Crabtree's brand values and tone of voice.

BENEFITS OF WORKING FOR CRABTREE & CRABTREE

As the pioneer of luxury self-catered accommodation in the North of England and the South of Scotland, the Crabtree & Crabtree name has become synonymous with the most exceptional and enticing holiday homes available in these magical parts of the world. With ambitions to continue expanding the portfolio, you will have the opportunity to join the team at an exciting time of growth.

Each and every member of the C&C team is the key to our success - and ensuring everything works like clockwork! Our team is truly the heart and soul of our business, so we offer an excellent package and the opportunity to enhance your career. As well as a competitive industry salary of 41,600 per annum depending on experience, the benefits include:

32 days holiday including bank holidays with an additional day per year, up to 35 days. Crabtree & Crabtree will contribute up to a maximum of 3% into your pension scheme. A 500 voucher towards the cost of having a holiday in any of the properties in the Crabtree & Crabtree portfolio. A friends and family discount scheme. A paid day to volunteer with our chosen charity. Fun social gatherings.
To apply, please send your CV and a cover letter to hr@crabtreeandcrabtree.com

Job Type: Full-time

Pay: 41,600.00 per year

Work Location: In person