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Vacancies Page
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Administration Assistant:
Cotswold Retreats are looking for individuals to come and join our team
Based on the Cotswold Water park over 3 sites, managing over 50 Holiday properties.
Our ideal candidate is someone highly organised and focused on providing a first-class customer service with exceptional communication and problem-solving skills. You will have a passion for delivering exceptional service and evolving the service offering, looking for continuous improvement to exceed expectations.
The ability to work positively and independently, think on your feet and find proactive opportunities for improvement.
Location Cotswold Water Park area - Cirencester
Reporting to Company Management
Salary £12-£14 per hour depending on experience
Hours Working 2 days out of 7 days including weekends as per rota and demands of the business. Typical hours per day will be 10am-3pm
Key Responsibilities:
• Dedication to providing a first-class customer service to our holiday guests and property owners.
• Excellent customer communication skills able to liaise confidently and professionally with our customer. This would be over the phone, face to face and on email.
• Someone well presented, polite and courteous.
• Highly flexibly to the needs of our holiday guests
• A good understanding of IT, specifically Microsoft Word, Excel and Outlook plus mobile applications used within our business.
• Respond to customer complaints and special requests
What You’ll be Doing:
• Work 2 days out of 7 on a rota basis with other team members, to ensure guest and property owner’s queries are appropriately covered.
• Manage and respond to customer telephone and email enquiries in a timely fashion, showing your passion and dedication to providing a quality customer service.
• Process and manage bookings accurately on our bookings system, taking security payments and ensuring all bookings are fully paid in advance of arrival.
• Liaise with all departments to ensure all teams know of any issue surrounding rental guests’ holidays or general arrivals & departure requirements.
• Work alongside the housekeeping and maintenance team on arrival and departure days, by undertaking property checks and other arrival tasks.
• Manage and resolve guest complaints, communicating clearly to all departments their tasks to achieve a speedy and effective resolution to minimise interference to the guests.
• Manage damage deposits and where necessary liaise with guests regarding damage.
• Respond to reviews on various review platforms.
• Communicate relevant information affecting guest stays e.g. property information, pool closures, road and traffic guidance.
• Develop strong relationships with property owners, recruiting new properties to enhance the rental portfolio and assist with monthly owner statements.
• Undertake property inventory checks and manage inventory stock.
• Update property guest directories and general property details on the website and booking system.
• Maintain a high level of product and service knowledge about all properties in the Cotswold Retreats portfolio.
• Produce reports and stats as per management requirements.
• Other duties as and when required to ensure smooth running of the guest experience and any other reasonable requests by your line manager.
Key Skills, Experience and Competencies:
Essential
• Excellent verbal and written communication
• MS Office Skills
• Multi-tasking
• Problem solving
• Target driven.
• Able to make decisions and work independently.
• Team player
• Full driving licence and access to a car
Desirable
• Account management
• Experience of bookeeping
• Experience in a Holiday resort park