Guest Services Coordinator

Guest Services Coordinator

The Holiday Cottage Collection Ltd – Folkestone, Kent

Full-time | Office-based | £23,660 per annum | 35 hours per week 10am-6pm
(1 hour for lunch)

The Holiday Cottage Collection is a growing holiday let management company based in Folkestone, managing a portfolio of beautiful holiday homes across Kent and beyond.

As we continue to grow, we’re creating a brand-new role within our team and are looking for a Guest Services Coordinator to join us full-time.

This is a varied, hands-on role for someone who genuinely enjoys helping people, is naturally organised and, most importantly, likes to take ownership and get things done.

The role

Working within our busy Folkestone office and reporting to our Owner Services Manager, you’ll take responsibility for the smooth day-to-day running of our guest communications and guest experience.

From the moment a guest makes an enquiry through to the end of their stay, you’ll help make sure they receive the friendly, responsive and personal service that we pride ourselves on.

No two days in holiday letting are quite the same. One minute you might be answering a question from a guest planning their stay, the next helping resolve an issue at a property, coordinating with housekeeping or managing maintenance, or making sure nothing important slips through the net.

Your responsibilities will include:

• Responding promptly and professionally to guest enquiries and messages
• Providing excellent support to guests before, during and after their stay
• Helping guests with questions about properties, bookings, check-in and their stay
• Taking ownership of guest issues and following them through to resolution
• Liaising with housekeeping, maintenance and the wider team when guest issues need action
• Monitoring guest communications and making sure nothing is missed
• Helping resolve problems quickly, calmly and positively
• Supporting the smooth running of arrivals, stays and departures
• Identifying recurring guest issues and helping us improve the guest experience
• General office administration and record keeping
• Spotting potential problems and taking action before they become bigger ones
• Helping us develop and improve our guest service processes as the business continues to grow

What we're looking for

We don't necessarily need someone who has worked in holiday lets before. We're much more interested in finding someone with the right attitude and approach.

You'll need to be:

• Brilliant with people – warm, confident and professional
• A strong communicator, particularly in written communication
• Naturally customer-focused and genuinely motivated by providing great service
• Highly organised and able to keep track of several things at once
• Comfortable working in a busy, fast-moving office
• Calm and solutions-focused when something goes wrong
• Confident using computers and learning new systems
• Someone who doesn't need to be asked twice
• Happy to take responsibility for an issue and see it through
• A genuine team player who is willing to get stuck in wherever needed

We particularly value initiative and ownership. If a guest has a problem, we want you to be the kind of person who thinks, “I'll sort that,” and takes responsibility for getting it resolved.

A role you can make your own

This is a brand-new position within The Holiday Cottage Collection, giving the successful person a real opportunity to shape how the role develops.

You'll be able to help us refine our guest service processes, bring forward your own ideas and build your experience as our property portfolio and team continue to grow.

As the company grows, we expect the responsibilities and opportunities within this role to grow too.

Hours & salary

£23,660 per annum

35 paid hours per week

10:00am – 6:00pm

The working week covers Sunday to Friday, with one weekday off each week, meaning you will work five days per week.

This is an office-based position at our Folkestone office. It is not a remote or hybrid role.

About us

The Holiday Cottage Collection is an independent, growing holiday let management company. We're a close-knit team and our office is busy, collaborative and often very fast-paced.

We genuinely enjoy working together, and we're looking for someone who will become part of that team rather than simply come in, do their hours and go home.

If you love dealing with people, enjoy variety and get satisfaction from knowing you've taken something from “there's a problem” to “it's sorted”, we'd love to hear from you.

Looking forward to hearing from you,
Alex, Sarah & The Team

Pay: £23,660.00 per year

Benefits:

• Casual dress
• Company pension
• Employee discount
• Free parking

Work Location: In person