Owner Experience Executive

We are thrilled to be seeking a brand new Owner Experience Executive to join our Owner Relations department at our Lyme Regis offices.

* Responding to any holidaymaker and owner issues through multiple communication channels within agreed service level targets.

* Primary and direct contact for owners of local brand and support to other brands as required

* Ensuring issues are brought to a resolution that satisfies both our holidaymakers and our owners.

* Maintaining thorough and detailed written records of all issues, whether that be on the booking profile or the owner profile.

* Proactively monitoring and working with owners to improve property performance.

* Escalating any urgent/ high-priority issues where appropriate to senior leadership.

* Providing support to owners to help them ensure that their property is compliant with health and safety regulation.

* Owner retention through creating advocacy and maintaining effective communication

* Working collaboratively with colleagues in Property Services, Quality and Revenue management to identify resolution to owner queries or complaints

* Responding to guest feedback and working with owners to ensure our NPS continues to grow.

* Covering Out of Hours emergency phone on a Rota basis, as such requires travel, so own car and driver is essential.

Any other duties are within the scope, spirit and purpose of the job as requested by your line manager.: