Out of Hours Contact
Portscatho Holidays require an Out of Hours Contact to assist our Holiday Cottage customers with any issues that may arise, outside of office hours. We have holiday makers throughout the year, staying in our properties across the Roseland Peninsula. This would suit someone local to the area on a part time or job share basis.
The role's responsibilities would include:
To 'hold' the Out of Hours phone/email to enable you to assist customers outside of office hours.
In extreme circumstances (guide lines provided), there may be a need to visit the property
Ability to liaise with contractors to achieve a positive outcome for customers
Where necessary to handle customer issues/complaints using good communication and customer service skills
Hands-on experience in customer service or sales would be beneficial
A problem solving and 'can do' aptitude
For 3 weeks in every month: Tuesday & Wednesday between the hours of 5pm – 10pm
For 1 week in every month: Monday - Saturday between the hours of 5pm – 10pm and Sunday between 9am - 6pm
Holiday cover where needed for the other Out of Hours Contact.
New Business Property Manager – responsible to Director.
Based from both our office in St Mawes and home working joining a progressive company with a professional team of property managers and booking consultants.
To be responsible for lead generation and driving property acquisition and revenue, of self catering holiday accommodation across a defined geographical territory on the Roseland Peninsula. Ideally you will be resident on the Roseland.
To build and manage a successful working relationship with the second homeowner and to be a principal point of contact for that owner with Portscatho Holidays, providing an excellent level of service to ensure property retention.
The role requires a knowledge of the Lettings market in Cornwall and local competition along with a passion for tourism and property.
A results driven and motivated individual, proactive by nature and focussed on achieving and exceeding target.
To source and recruit suitable property through the following methods:
To identify ways to raise the profile of Amberley House Cottage Holidays
To build a connection with selective estate agents likely to sell suitable property to purchasers wanting a second home, or as an investment property that would make a perfect holiday let.
Maximise opportunities through existing contacts and to use the database of potential home owners whose property is marketed with other letting agents in order to source instructions.
To be aware of local marketing and advertising opportunities that will raise the profile of the business with second homeowners.
Locate and build connections with concierge and house management businesses who manage property on behalf of second homeowners.
Attending networking events to proactively identify ways of working and linking with new businesses
To advise potential owners on the correct presentation and set up of their property, to have a full understanding of the legislation appropriate to the holiday let market, and to be responsible for the correct pricing of property for holiday rental purposes.
To fully appraise the owner of our requirements for marketing a property in line with our Terms of Business.
To negotiate and secure the most favourable commission terms for the business and to agree following year prices with owners by May of the current year.
To have a creative flair to capture both imaginative photographs of the property and the surrounding area and to write a description that will sell that property to the prospective guest as a perfect holiday retreat. Provide written property directions, and where required the key code instructions.
Upload new properties into Supercontrol and make live on the system when fully collated. To ensure we always have the latest photographs of properties, upload to Supercontrol and to rotate the photographs we already display in Supercontrol.
Provide welcome folder and assist with template for owners where properties are exclusively marketed by us.
Ensure the owner and property is compliant with the legislation.
Awareness of Health & Safety.
To maintain monthly contact with existing homeowners, to appraise them of market conditions and discuss implementing special offers and late availability discounts as appropriate.
Advise appropriate colleagues reference to social media and required portal website posting along with newsletter inclusion.
Monitor Upfront Reviews received from guests, liaise with owner s on any content that will require further action and post an online response where required.
Handle and respond to, inbound and outbound calls, emails and general communication from owners and potential owners, in a timely fashion. Undertake work of a related nature, or perform duties other than, or in addition to, those outlined above, upon request.
Maintain high levels of professionalism when representing the company.
Handle any complaints or issues, promptly and effectively and/or ensure they are referred to the correct person when necessary.
Demonstrate good time management, time keeping and planning and record thorough notes where appropriate.
To be mindful of expenses, such as printing, stationery, postage etc, keeping them to a minimum where possible.
To attend staff training initiatives as and when appropriate or required.
CIRCA £25,000 depending on experience – Full time, plus performance related bonus scheme with the opportunity to increase earning depending on results.