Guest Relations Advisor

4 months ago

Cheltenham, United Kingdom Luxury Cotswold Rentals Full time

**About us**

We are customer-centric and creative.

**Behind the Brand**:
Luxury Cotswold Rentals is an independent, private house rental agency, specialising in luxury homes & unique guest experiences, built upon concierge principles. Since 2010, we have represented a selection of the finest houses in The Cotswolds, ranging from exquisite manors, to reimagined dovecotes, to spectacular contemporary homes and our portfolio continue to expand. We showcase these extraordinary homes through partnership with the owners, exceptional knowledge of the area and a hand-picked directory of businesses that enhance our guest’s stay.

We are thrilled to announce that we have a rare opening within our small team and seek a driven, self-motivated Guest Relations Advisor to support us as we grow into another region of the luxury rental market.

**About the Role**:
As Guest Relations Advisor, you will be assisting the Guest Relations Manager in managing property rental enquiries and bookings. You will be the point of contact for guests, owners and travel partners from initial enquiry stage, through to booking & beyond. You will provide accurate details on our properties & understand what makes them standout whilst delivering fabulous guest communications.

Although our small company is well established, we are evolving and looking for someone who can embrace change and grow with us - ideally looking for progression.

**Main Role & Responsibilities**:

- Internal Communication: Manage calls, Travel Team’s inbox and liaises between LCR’s core team members.
- Reservations: Manage & nurture enquiries through to booking & beyond whilst following company guidance. This includes supporting owners in hosting on-site guest viewings.
- Knowledge: Learn & understand our property portfolio, maintain excellent relationships with our property owners and provide clear, thorough & friendly communication.
- Financials: Ensure rental payments and security deposits have been received before guest arrival.
- Pre-stay Guest Comms: Edits & publishes guest itinerary & LCR’s guest App access.
- Troubleshoot: Manage guest & owner feedback on the condition of property upon departure and oversee damage disputes, following company guidance on resolving.
- Reputation: Follow up communication with guest post stay, encourage guest to leave feedback on LCR’s Google listing.
- Reporting: Attends weekly Team Meeting with details on key enquiries, guest/owner feedback or notable trends/changes in client behaviour/requests.

**Benefits**:

- 28 days holiday plus Bank Holidays off
- Work from home
- Flexible working hours where possible
- Short-term remote working considered once past training period.
- Performance based bonus
- Travel expenses covered.
- Family discount offered.
- Benefit from local business discounts from our partners.

**About You**:
Our properties have big personalities and our team pride themselves on being passionate about them - we hope that you would bring character & energy to our team whilst also sharing our enthusiasm for great hospitality.

You would ideally have 2 years’ experience in the hospitality sector, in a similar role of hotel reservations, holiday lettings or property management. Experience in ecommerce sales preferred but not essential.

**Essential Skills**:

- Drivers licence & own transport: this role does require flexible travel.
- Computer literate: this admin-based role requires regular use of both computers & smartphones; you should be able to learn new software easily & must be confident with Microsoft.
- Previous experience in managing an online reservation system and it’s back of house system, such as: Airbnb, Lodgify, Opera, Protel, iPro Software, ResDiary, Vrbo.
- Excellent communication skills: you will liaise directly with guest, leading agents and property owners. You should be an excellent communicator in spoken and written formats with good etiquette, spelling & grammar.
- Outstanding attention to detail.
- Flexible and happy to work on evenings, if required by an overseas guest.
- Proactive and willing to contribute ideas and expertise to improve the business.
- Ability to use initiative to problem solve.
- Positive attitude, organised & independent, able to manage time effectively.
- Willing and able to meet changing needs of the role as the business evolves.

If you share a passion for luxury hospitality, evolving independent business strategy, interior & architectural design and The Cotswolds - we want to hear from you

**Job Types**: Full-time, Permanent

**Salary**: From £27,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- Work from home

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme
- Performance bonus

**Language**:

- English (required)

Work authorisation:

- United Kingdom (required)

Willingness to travel:

- 25% (preferred)

Work Location: Hybrid remote in Cheltenham

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