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We’re 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.
About the Role
Our Property Consultants are instrumental in driving sales and ensuring that guests get the very best experience throughout the booking process, including the pivotal first impression of the Company.
Reporting to the Head of Guest Relations, and working as part of the Property Consultant Team, the Property Consultant is responsible for guest and owner liaison in relation to enquiries and bookings. The Property Consultants are also responsible, along with the Property Team, for developing and maintaining new and existing owner relationships and maximising the performance of properties. Dealing with queries, issues and complaints raised by guests whilst on holiday along with guest feedback and owner damage claims post-holiday, the Property Consultant role is pivotal in developing and maintaining excellent customer relationships to ensure guest retention.
This is a full-time role, and the successful candidate will be required to work 1 weekend every 3 weeks. This role is office based at our offices in Kelso. The key responsibilities and outputs for this role are as follows:
Guests and Bookings
1. Ensuring that enquiries and bookings are processed accurately, in a timely manner and in line with the company’s processes and brand values.
2. Processing payment adjustments such as vouchers, discounts and owner commission.
3. Assisting customers with booking enquiries, processing bookings (including from 3rd party sites), and taking payments to achieve individual and team targets and objectives.
4. Making amendments to bookings, dealing with booking transfers or cancellations.
5. Assisting guests with pre-arrival queries, providing further information about properties and the local area to assist guests in planning their stay.
6. Preparing tailored enquiry proposals for high value, bespoke bookings.
7. Working with the team to enhance the pre-holiday customer experience, to encourage guest retention.
8. Ensuring that notes of all contact with guests are kept up to date and scheduled communications are in place.
9. Working to the company’s processes and guidelines to ensure tasks are completed correctly.
Providing First Class Customer Service
1. Providing support for guests who are on holiday, providing property specific or local area information, including Crabtree & Crabtree Experiences, to ensure that guests get the very best from their stay.
2. Investigating and solving guest issues and complaints in a responsive, sensitive, calm and professional manner, reaching a resolution as quickly as possible.
3. Updating the guest with arrangements that have been made to resolve the issue along with a timescale for completion. Carrying out courtesy follow-up calls 12-24 hours later to ensure customer satisfaction.
4. Processing guest feedback by acknowledging and responding to guest comments within 24 hours of receipt, logging the feedback and conveying all key points to the Property Team for actioning.
5. Informing homeowners of all positive or negative feedback received about their properties so that they can work with their Property Managers to make changes as required.
6. Liaising with homeowners to agree compensation and handling compensation claims as required.
7. Providing the Marketing Team with any particularly outstanding feedback suitable for marketing purposes and uploading and maintaining up to date guest testimonials on the website.
8. Dealing with reports of lost property, liaising with the guest, owner and housekeeping team in order to retrieve and return items in a timely manner.
9. Handling property damage claims made by owners, mediating between guest and homeowner to negotiate a fair outcome within 48 hours. Processing damage claim payments.
10. Visiting properties where required.
Objectives
1. Operational excellence – working as part of the team to meet the Crabtree & Crabtree business objectives and deliver within Crabtree & Crabtree operational procedures.
2. Communication and Collaboration – Deliver effective cross team communication as part of the Property Consultant Team and beyond. Working in collaboration with all Crabtree & Crabtree teams to meet business objectives.
3. Guest experience – enhancing the Crabtree & Crabtree guest experience. Liaison with guests and owners.
4. Attention to detail – checking and proof-reading work including owner correspondence, guest correspondence, feedback, complaints, bookings, outstanding payments, owner payments.
5. Quality assurance – ensure quality and delivery of service is as high as possible, proactively taking action where required to improve quality.
6. Health & Safety compliance –following H&S guidelines when in and out of the office.
7. Knowledge sharing – continually sharing ideas and suggestions across the Crabtree & Crabtree team and ensuring that systems are always up to date.
8. Achieving Crabtree & Crabtree’s commercial objectives, as part of the wider team, including:
9. Property performance (occupancy, income and booking numbers)
10. Guest and owner satisfaction
About You
To be successful in this role, we are looking for someone with the following knowledge, skills and experience.
1. First class written and verbal communication and interpersonal skills.
2. Confidence with figures and basic financial calculations.
3. Excellent attention to detail.
4. Strong time management and multi-tasking skills with the ability to organise and prioritise workload to achieve agreed deadlines.
5. Solutions oriented, with intuitive problem solving and analytical abilities.
6. Demonstrable ability to work independently as well as part of a team.
7. Ability to multi-task in a fast-paced environment, adopting a flexible approach to meet the needs of the team and overall organisation.
8. Self-motivated with plenty of initiative, who can be trusted to manage own workload and time.
9. Excellent IT skills, ability to find way around new tools quickly and comfortably.
10. A charismatic personality with a ‘can-do’ attitude, prepared to help in any way required in order to achieve Crabtree & Crabtree’s commercial objectives.
11. 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 between £23,000 and £28,000 per annum depending on experience, the benefits include:
1. 32 days holiday including bank holidays with an additional day per year, up to 35 days.
2. You’ll receive an extra day of annual leave each year to use for your birthday.
3. Crabtree & Crabtree will contribute up to a maximum of 3% into your pension scheme.
4. A £500 voucher towards the cost of having a holiday in any of the properties in the Crabtree & Crabtree portfolio.
5. A friends and family discount scheme.
6. A paid day to volunteer with our chosen charity.
7. Fun social gatherings.
Job Type: Full-time
Application Process
To apply, please send your CV, details of your work history and experience to hr@crabtreeandcrabtree.com or for more information.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Sales and Management
* Industries
* Travel Arrangements
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