Account Manager

Are you a natural at building rapport? Have a talent for problem-solving? or eager to try a new career within a leading name in holiday industry...

Menai Holiday Cottages, part of the Sykes Holiday Cottages family, have the exciting opportunity for an Owner Experience Executive to join our bustling Pwllheli team!

In return for your hard-work, we can ensure you join a vibrant, inclusive work culture, make the most of fantastic career progression opportunities and make the most of our standout company benefits! 

💸 Paying a salary of £22,308 / 37.5 hours per week / Monday to Saturday (with two days off in the week)
💯 Plus access to our annual STIP scheme up to 10% of your salary
🏖️ 33 days annual leave including bank holidays 
🎂 Plus an additional day off for your Birthday 
🤝 Plus an additional two volunteering days per year 
🍼 Enhanced maternity and paternity policy 
🌈 Inclusive and supportive work environment
✨ Employee discounts and benefits with your wellbeing at the centre 
🌍 Opportunities for career progression, personal development and opportunities to be recognised 
💡 Comprehensive training and development programs to set you up for success
🎓 Study support for additional qualifications, courses and accreditations 
💙 Numerous dedicated wellbeing initiatives and access to 24/7 mental health support

Joining us as a key player during our busy booking season you will ensure we deliver a exceptional experience to our holidaymakers, all the while instilling trust and efficiency along the way! 

Responding to our Guests on a diverse range of issues, you will man multiple communication channels to ensure quick resolve between Guests and Owners, and ensuring the perfect holiday experience for all parties. 

🏡 Showcasing your talent in problem-solving and rapport building, this is the perfect opportunity for those looking to make a real difference for our Owners, whilst contributing to creating unforgettable holiday experiences or our Customers! 

Reporting into Owner Experience Team Manager, a typical day will see you:

• Responding to a holidaymaker and owner issues through multiple communication channels within agreed service level targets
• 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.
• Managing lost property from our departed guests
• Providing support to owners to help them ensure that their property is compliant with health and safety regulation.
• 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
• Working closely with housekeeping and maintenance teams (in brands where we have property services) to ensure that communication is efficient, and we deliver a world class experience for our holidaymakers and owners.
• Being part of an emergency on-call rota, 7 days per week to ensure we deliver a round-the-clock service for our holidaymakers.
• Being a keyholder for our Regional Brand offices, ensuring our work environments are maintained in line with health and safety regulations.
• Supporting our QA’s from time-to-time by completing thorough property checks to keep our properties in tip top shape all year around.
• Arranging guest key collection, where required

Whilst a driving license is essential, we are seeking passionate problem solvers, team players and enthusiastic individuals with excellent communication skills to add to the fantastic culture of our team. 

Whilst experience in a similar role is advantageous, we will provide everything you need to succeed, training you up within our bustling team and supporting you every step of the way! 

All we ask if you have the following: 

• A valid Drivers License
• Previous experience in a customer service or customer relations related role
• Excellent attention to detail. 
• Outstanding communication skills, both written and verbal. 
• Strong interpersonal skills and experience of working in a team. 
• Strong negotiation skills. 
• Computer literate, specifically in MS office. 
• Able to work under own initiative.  
• Able to work to tight deadlines.

• Experience working in the travel & tourism, holiday letting or hospitality sector.  
• Previous experience working in a customer facing environment, both in person and on phones.  
• Strong MS excel skills. 
• Knowledge of the local area.  

The Menai Holiday Cottages team is a small but experienced team based in North West Wales. Our cottages stretch from pretty Abersoch on the Llyn Peninsula all along the Menai strait. Many of the team hail from the area, and we are proud to support our owners - both English and Welsh speaking - with a comprehensive service. Every day is “bring your dog to work” day here - you’ll find a four-legged friend in the office most days!

Diversity and Inclusion:

Here at the Sykes Cottages Family, we encourage and welcome our people to bring their authentic and best selves to work every day. We know the power that comes from different ideas, backgrounds and perspectives. We recognise the role diversity plays in achieving our goals as a business. We actively welcome applications from as wide a range of backgrounds as possible. If you need any particular support or accommodations as part of your application process, please get in touch - our recruitment team are happy to help.