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Property Consultant Job Description

OVERVIEW

The Property Consultant is 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 Operations Manager, the Property Consultant is responsible for guest and owner liaison in relation to enquiries and bookings. The Property Consultant is also responsible, along with the Property Team, for developing and maintaining new and existing owner relationships and maximising the performance of properties.

This is a full-time role, and the successful candidate will be required to work 1 weekend every 3 weeks. The Crabtree & Crabtree office location is Kelso.

KEY RESPONSIBILITIES AND OUTPUTS

Guest and owner liaison:

• Assisting customers with booking enquiries, processing bookings and taking payments.
• Making amendments to bookings, dealing with booking transfers or cancellations.
• Assisting guests with pre-arrival queries, providing further information about properties and the local area to assist guests in planning their stay.
• Arranging additional services for guests including experiences, catering etc.
• Preparing bespoke enquiry proposals for high value, bespoke bookings.
• Working with the team to enhance the pre-holiday customer experience, to encourage guest retention.
• Ensuring that notes of all contact with guests are kept up to date for any changes made to the booking, special requests made and reminders for the team and owner.
• Ensuring that the above is carried out in a timely and friendly manner, reflecting the company’s brand values and tone of voice.
• Working alongside the Customer Service Consultants to support them during busy periods and when cover is required.

Performance analysis and reporting:

• Regularly monitoring the bookings grid and proactively flagging properties to the Property Team which are underperforming or have notable unlet periods.
• Preparing weekly, monthly, quarterly and annual sales performance figures.
• Keeping the Operations Manager and Property Team up to date with important developments relating to properties, owners and bookings, including last minute bookings and cancellations.
• Keeping records of cancelled bookings and any refunds made for management and financial purposes.

CORE SKILLS

• First class written and verbal communication and interpersonal skills.
• Excellent attention to detail.
• Strong time management and multi-tasking skills with the ability to organise and prioritise work load to achieve agreed deadlines.
• Solutions oriented, with intuitive problem solving and analytical abilities.
• Demonstrable ability to work independently as well as part of a team.
• Ability to multi-task in a fast-paced environment, adopting a flexible approach to meet the needs of the team and overall organisation.
• Self-motivated with plenty of initiative, who can be trusted to manage own workload and time.
• Excellent IT skills, ability to find way around new tools quickly and comfortably.
• A charismatic personality with a ‘can-do’ attitude, prepared to help in any way required in order to achieve Crabtree & Crabtree’s commercial objectives.

OBJECTIVES

• Operational excellence - ensure all enquiries, guest and owner queries receive a response within two hours (during office hours), leaving a clear inbox at the end of the day.
• Administrative support to Senior Team – compile weekly, monthly, quarterly reports assessing booking activity and overall commercial performance, identifying areas of success and proposing suggestions to address areas of concern, proactively liaising with the Property Team.
• Knowledge sharing and effective teamworking – continually share ideas with other members of the team and ensure that systems are always up to date.
• Guest and owner experience - enhance the Crabtree & Crabtree guest and owner experience by going above and beyond to ensure that guests get the best from their stay and owners receive the best possible service.
• Attention to detail - check all work, including guest and owner correspondence, copy, rates and performance figures, to ensure it is accurate.
• Meeting commercial objectives - work as a team to achieve Crabtree & Crabtree’s commercial objectives, including:
• Property performance (occupancy, income and booking numbers)
• Growth of portfolio
• Guest and owner satisfaction
• Overall portfolio performance

Job Types: Full-time, Permanent

Salary: £26,000.00 per year

Benefits:

• Company events
• Company pension

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Work Location: One location