Account Manager London, England
Job description
At onefinestay, we open doors to the finest homes and villas in the most desirable destinations and deliver a one-of-a-kind service to both guests and homeowners around the world. The company launched in London in 2010 became part of Accor in 2016. With each memorable stay, we deliver a level of personal service and professional hospitality unmatched in the private rental industry.
Role purpose
You are responsible for building and maintaining productive partnerships with a portfolio of homeowners. As their first point of contact you will be relied upon to create a strong relationship through regular catch-ups (in their homes where possible) and frequent personal communication.
Your objective is to engage your portfolio to achieve commercial outcomes, while also establishing trust in our service proposition. There is an operational component to this role, for example you will be an escalation point for major issues, working with the dedicated Property Management Team and Junior Account Managers. As an account manager at onefinestay you are required to be hands on when it comes to relationship building, quick thinking and have the ability to consistently find mutually satisfying results for both onefinestay and the homeowner. You will liaise with the commercial organisation on targets for increasing supply availability, agreeing financial arrangements and optimising your portfolio to meet booking demand and GTV.
Duties and responsibilities
- Relational: achieving your key performance targets for maintaining strong partnerships with Homeowners, these will include both outputs (phone calls, meetings and other communication) as well as outcomes (Homeowner NPS). These are your key relationships to manage.
- Commercial: achieving monthly commercial objectives (supply availability, homeowner churn) and supporting the Guest Sales team to meet specific demand, e.g. long stays. You are responsible for the management of your portfolio.
- Operational: supporting onboarding of new Homeowners by attending registration meetings, acting as a ‘firm but fair’ escalation point and master communicator for homeowner issue resolution, e.g. damage, regular maintenance charges or home standards.
- You’ll contribute to achieving overall objectives for guest and homeowner experience (NPS) and have the opportunity to suggest and implement improvements.
Qualifications and experience
- Experience in account management, preferably somewhere you had direct interaction with customers or communities in a luxury product environment.
- Commercial awareness and negotiation skills.
- Sales experience is preferable.
- Excellent foresight, initiative and problem-solving experience.
- Mature and personal: warm, naturally sociable and outgoing. Able to build a rapport with a diverse group of sophisticated members.
- Dedicated: You have a natural ability to multitask and prioritise your workload.
- Energetic and responsive: you thrive in a fast paced environment and communicate confidently
- Flexible: Being a 24/7, 365 business there may be times when you are called upon outside of your working hours.
