Guest Experience Manager
(Mon-Fri, 37.5hrs/week, flexible working possible)
Working from home in 2021. Potentially office based in 2022.
Finest Retreats is a holiday lettings agent focused on delivering a five-star service to our cottage owners and guests. We’re a small, friendly team who work incredibly hard to deliver bookings and also organise changeovers and maintenance with a brilliant housekeeping team too.
In a turbulent year for travel companies, we’ve outshone the competition, have achieved glowing reviews from both guests and owners and have provided a flexible approach that’s allowed our owners to stay in control.
We pride ourselves on being genuine, friendly and approachable whilst offering an efficient and excellent service. We believe it should be easy for owners to let their properties in a hassle free way without penalties or restrictions, and that it should be easy for guests to get great service and fantastic hassle-free holiday experiences.
We are looking to maintain our excellent standards as we grow and boost the team with a new Guest Experience Manager.
You’ll be enthusiastic, outgoing and willing to share our passion for service with holiday let guests and owners across the UK. Importantly, you will have a can-do attitude, able to use your initiative and provide solutions rather than referring up problems.
Holiday letting knowledge would be a big advantage but your personality, phone manner, attention to detail and ability to use our back-office booking system are the key attributes for a successful team-member.
Ideally you will have some experience in a customer-facing role, but it could also suit new graduates looking for their step on the career ladder.
Working from home in the Truro/St Austell area during 2021 (the role could be office based in 2022), you’ll need a fast broadband connection and be happy and self-motivated enough to work remotely.
ABOUT THE ROLE
As we are small and growing quickly, you will need to be adaptable and prepared to make decisions yourself, acting on your own initiative to deliver a great service to guests.
Your main responsibility will be dealing with guest queries, processing bookings, taking calls and resolving issues. You will also be responsible for marketing tasks such as taking ownership of the social channels and assisting with marketing and general admin activities.
Initially, the main tasks include (but are not limited to):
Handling guest enquiries via phone and email.
Processing bookings and handling payments.
Ensuring any special requests are looked after.
Regular social media posting, to promote properties, our services as letting agents and engage with guests who prefer to use social.
Monitoring reviews of our properties from guests.
Flexible working hours: 37.5 hours per week.
32 days holiday per year.
Your birthday off.
Extra day’s holiday per year of service.
Laptop & phone provided.
Please send your CV and a short cover letter (can be in the email body) to email@example.com with the subject: ‘Guest Experience Manager’.
In your cover letter, please answer the following:
Your favourite UK holiday cottage.
Any applications strictly not following these instructions will not be considered.