Role Profile
Cornish Cottage Holidays, part of the Sykes Holiday Cottages family, have the exciting opportunity for an Owner Experience Executive to join our bustling St Ives team!
Key Responsibilities
1. Responding to holidaymaker and owner issues through multiple communication channels within agreed service level targets.
2. Ensuring issues are brought to a resolution that satisfies both our holidaymakers and our owners.
3. Maintaining thorough and detailed written records of all issues, whether that be on the booking profile or the owner profile.
4. Proactively monitoring and working with owners to improve property performance.
5. Escalating any urgent/high-priority issues where appropriate to senior leadership.
6. Managing lost property from our departed guests.
7. Providing support to owners to help them ensure that their property is compliant with health and safety regulations.
8. Responding to guest feedback and working with owners to ensure our NPS continues to grow.
9. Covering Out of Hours emergency phone on a Rota basis, as such requires travel, so own car and driver is essential.
10. Working closely with housekeeping and maintenance teams (in brands where we have property services) to ensure that communication is efficient, and we deliver a world-class experience for our holidaymakers and owners.
11. Being part of an emergency on-call rota, 7 days per week to ensure we deliver a round-the-clock service for our holidaymakers.
12. Being a keyholder for our Regional Brand offices, ensuring our work environments are maintained in line with health and safety regulations.
13. Supporting our QA’s from time-to-time by completing thorough property checks to keep our properties in tip-top shape all year round.
14. Arranging guest key collection, where required.
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