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Company Overview: We are a well-established and reputable holiday property managementand domestic and commercial Laundry company dedicated to providing an exceptional service to customers, Holiday Homeowners and their guests. As a customer service assistant, you will play a crucial role in ensuring the smooth and efficient operation of our holiday let department while delivering outstanding customer service to customers, guests and property owners.

Job Summary: As a customer service assistant, you will be responsible for overseeing the day-to-day management of the portfolio of holiday rental properties that we take care of and delivering a service to our dedicated customers in our laundry. Your primary objective is to maximise staff motivation, guest satisfaction, and property owner contentment. You will work with a team of property coordinators and Holiday let housekeeping operatives, working together to maintain and grow our business in the competitive holiday lettings and laundry market.

Key Responsibilities:

1. Property Management:

o Coordinate and manage our portfolio of holiday rental properties, ensuring they are well-maintained, clean, and adequately stocked with essential amenities.

o Oversee property inspections and maintenance tasks, promptly addressing any issues with housekeeping staff or repairs to owners to maintain property quality.

o Collaborate with property owners to establish service agreements, property cleaning and preparation handbooks and negotiate terms for new properties.

2. Booking Management:

o Monitor and update property availability calendars to ensure accurate bookings and turnaround cleans booked in.

o Respond to inquiries from potential guests, handle reservations, and process cleaning turnaround bookings.

o Coordinate check-ins and check-outs, providing cleaners with relevant information to deliver the best service.

3. Owner Experience:

o Prioritize exceptional owner experiences by handling inquiries, concerns, and feedback promptly and professionally.

o Develop and maintain excellent relationships with property owners and holiday booking agents.

4. Marketing and Sales:

o Work with the marketing team to develop and execute marketing strategies to promote properties and attract potential guests.

o Monitor industry trends and competitor activities to identify new opportunities and stay ahead in the market.

5. Team Leadership:

o Recruit, train, and manage a team of property coordinators, housekeeping staff, and customer service professionals.

o Conduct regular performance evaluations, provide coaching and support, and foster a positive and collaborative work environment.

6. Financial Management:

o Work collaboratively with accounts to prepare and manage budgets for operational expenses.

o Work collaboratively with accounts to monitor revenue performance and profit margins to achieve financial targets.

7. Health and Safety:

o To complete property risk assessments and share with housekeeping team

o Provide training and toolbox talks to housekeeping team about safety updates

Work on Laundry reception .

Requirements:

· Proven customer service experience ideally with experience in property management, preferably in the holiday rentals or hospitality industry.

· Strong leadership and interpersonal skills with the ability to motivate and work with a diverse team.

· Exceptional customer service orientation and the ability to handle guest and owner inquiries and complaints with tact and efficiency.

· Proficiency in Microsoft office suite and ability to pick up new software quickly following training.

· Excellent communication and negotiation skills.

· Strong organisational and time-management abilities to handle multiple tasks and deadlines effectively.

· Flexibility to work evenings, weekends, and holidays as needed to accommodate guest and owner needs.

As a customer service assistant you will have a unique opportunity to contribute to the success of Home and Dry by ensuring guest and owner satisfaction, maintaining high-quality properties, and fostering positive relationships with property owners. If you are passionate about the hospitality industry, possess strong leadership skills, and thrive in a fast-paced, customer-centric environment, we encourage you to apply and join our dynamic team