Job Description
This job is to support Property Teams to improve and maintain high standards of guest feedback and property compliance. It involves liaison with internal and external stakeholders regarding all aspects of bookings, complaints and compliance. The post holder will manage all aspects of bunkhouse bookings and enquiries, wedding bookings and direct NTS bookings, providing excellent customer service. The postholder will manage applications for Short Term Letting Licenses and design and implement a process for Visitor Levy.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
•\tManagement of booking data across multiple systems - NTS internal system, Supercontrol, Sykes owner portal and Booking.com
•\tMonitor and update properties on hold to ensure dates are not provisionally held beyond the agreed timeline
•\tContribute to the Holidays Strategy
•\tReview all guest feedback and complaints, compile suitable responses where required in conjunction with property manager and Head of Holidays
•\tEnsure third party property descriptions are accurate
•\tMonitor and update cancellations in accordance with the Trust’s terms and conditions
•\tAdminister the Trust’s staff/volunteer discount scheme
•\tAdhere to all financial procedures in dealing with payments and refunds, request deposits and balance of payment as per NTS Holidays Terms and Conditions.
•\tSupport with monthly reports and queries for Finance Team (month activity and future bookings) and ongoing operational activity and performance reports
•\tSupport with monitoring and sharing of holidays statistics inc occupancy, feedback, compliance