Ecology is at the forefront of what we do – taking care of the wildlife and environment around us.
We are a family company and because of our unique position, can provide great benefits and activities for you and your family to enjoy.
This includes free hire for kayaking, paddle boarding, canoeing, and cycling. You would also have access to the gym, discounted spa sessions and food at our fabulous onsite restaurant. Plus, we offer an NHS scheme which provides money off expenses such as prescriptions and dental and an Employee Assistance Scheme.
We also value our employees, having employee award schemes and the provision of training to develop skills and experience from within.
| Location | Somerford Keynes, Cirencester |
| Reporting to | Habitat Escapes Manager |
| Salary | £24,000 - £30,000 |
| Hours | 5 days over 7, 35 hrs per week, hours vary between 9 am and 7pm depending on rota |
Job Purpose:
To provide a top-quality service to both our holidaying guests and property owners acting as the first port of call for all online, telephone and in person queries. This position will need to be highly visible to all our guests and property owners, being present to resolve queries and complaints, by liaising with other departments to resolve any issues as quickly as possible, whilst communicating clearly with all involved as to resolution status.
Administration of all bookings managing and updating our online booking system with all communications, bookings and payments.
The salary is subject to commission with a starting salary from £24,000 per annum and an OTE of up to £30,000 per annum
Key Accountabilities/Primary Responsibilities:
- General administrative duties to include:
- Dealing with all inbound telephone and email enquiries.
- Provide product expertise whilst processing and manage booking allocation on in house bookings system.
- Receive payments and ensure all bookings are fully paid in advance of arrival.
- Manage ad-hoc customer communication.
- Manage and respond to enquires in a timely fashion. Act as the onsite point of contact for our property owners and guests, responding effectively to their queries.
- Be a visible presence on the estate helping the team deliver outstanding customer. Our business operates 7 days a week. Successfully responding to questions and queries, showing your passion and dedication along the way.
- General administrative duties including telephone and email enquiries, data input, and processing of all bookings.
- Be polite, friendly attentive and understanding to all customers requests.
- Liaise with all onsite departments to ensure all teams know of any issue surrounding rental guests’ holidays.
- Update Elite Parks bookings system with the status of arrivals and departures.
- Provide a meet and greet service, always being ‘present’ and identifiable, communicating with guests and logging all visits and communications in Elite Dynamics.
- Assist Facilities team when necessary to undertake pre-arrival (and departure) property checks. Assisting with arrival hampers and greet all Habitat Escapes guests with a welcoming and professional attitude.
- Develop, maintain and communicate strong, up-to-date knowledge of our partner’s products, services and pricing plans and upsell to all arriving guests (e.g. Activity Hub, The Spa and Ballihoo)
- Manage and resolve guest complaints, communicating clearly to all departments their tasks to achieve a speedy and effective resolution in order to minimise interference to the guests.
- Manage damage deposits and where necessary liaise with guests regarding damage
- Respond to reviews on various review platforms.
- Manage property arrival and departure checks each week.
- Ensure other departments on all estates are aware of Habitat Escapes arrivals & departure requirements.
- Communicate relevant information affecting guest stays e.g. Estate information, pool closures, road and traffic guidance.
- Deal with and follow up all day-to-day issues which may arise including maintenance and housekeeping issues.
- Deal, manage and take appropriate action to resolve customer complaints.
- Engage with property owners and act accordingly with regards to inquiries, guest and owner bookings.
- Take customer security deposits before arrival.
- Assisting with Monthly Owner Statements
- Update guest directories as required.
- Update new property details on the website and booking system as required.
- Undertake property inventory checks and manage inventory stock.
- Maintain a high level of product and service knowledge about all properties in the Habitat Escapes portfolio.
- Property recruitment to enhance the Habitat Escapes portfolio of rental properties.
- Assist with covering the HE info desk in the Barn to ensure cover 7 days a week.
- Assist the Sales team with conducting property viewings.
- Complete end-of-day and end-of-month reconciliation.
- Produce reports and stats as per management requirements.
- Other duties as and when required to ensure the smooth running of the guest experience and any other reasonable requests by your line manager.
Habitat First Group is committed to creating a diverse and inclusive working environment. We encourage applications from all individuals, regardless of background, to bring their unique perspectives and ideas to our team. If you’re interested but not sure if you have the right skills and experience, we would love to hear from you.
We are happy to talk through any reasonable adjustments you may require during the recruitment process and beyond.
If you would like to apply for the role without a CV, please contact us on 01285 863 289 and we will be happy to discuss alternative options.
You must have the right to work in the UK and will be required to provide evidence of this.
A DBS is required for all roles.
A driving licence and access to a car is recommended before applying, as our Estates are not walkable from public transport links.
Habitat First Group is committed to being a Disability Confident employer.