Villa Representative - España - Solmar Villas

Descripción

Job overview

Responsible for ensuring all properties within the portfolio meet Solmar Villa Holiday's high quality and cleanliness standards through regular property inspections on a rotational basis.

The Villa Manager will build strong relationships with both suppliers and villa owners to enable him/her to discuss areas of concern and ensure action for resolution is achieved and followed up to confirm completion within agreed timeframes.

The post holder will take responsibility for their portfolio and be able to work on their own initiative and react quickly to resolve issues raised including developing a directory of approved trades people to assist where necessary ensuring all issues and actions are reported to Head Office in real time, escalating where necessary to ensure the best outcome and experience for our guests.

Where customer interaction is required, the Villa Manager will be the face of Solmar Villas, promoting our brand, service and product to all customers and suppliers, and be available 24/7 in case of any emergencies.

Key Responsibilities

• Ensure each villa is ready for the season by competing quality and safety checks.
• Ensure all villa descriptions, information & directions are accurate, complete and up to date before and during the season, liaising with the Operations, Product, Quality and S&R teams as necessary.
• Follow instruction from the Customer support team to ensure customers issues are resolved in destination, visiting customers where necessary and appropriate.
• Ensure each villa is ready for the customer's arrival on changeover day by proactively checking them all midweek, with any issues rectified or appropriate resolutions in place.
• Ensure Villa branding is kept up to date and replaced where and when needed.
• Escalate any significant issues / complaints to line management and ensure effective resolution within SLAs.
• Complete villa inspections and safety audits as required by Head Office.
• Create and capture social media content (photos and videos) for your area and villa portfolio.
• Maintain an indepth knowledge of the local area, services and facilities.
• Provide support to, and work closely with, all local suppliers as necessary.
• Complete all required administration and reporting in a timely manner.
• Be on call 24/7 for any emergency customer issues.

Skills & Experience:

• Experience of working in customer facing service roles, destination representation or hospitality.
• Attention to detail and highly organised.
• Ability to quickly build strong relationships with customers, suppliers, owners, team members and tradespeople.
• Selfmotivated and used to working remotely with mínimal supervision.
• Excellent time management and ability to prioritise and manage a highvolume workload.
• Fluent in English as well as the local destination language.
• Competent in using mobile technology to send reports and to capture and share images and videos.
• Dogmatic, proactive approach to ensuring villas are always well presented and maintained.
• Passionate about delivering the best customer service in the industry.

Key Performance Indicators (these will vary per destination and per individual)
Completion of tasks within the given/agreed timescales.

Quality of Salesforce Case logging.

In-resort complaint resolution levels.

Customer review scores.

Post-holiday complaint ratio.


Experience:

Customer Service: 2 years (required)

- tourism: 1 year (preferred)


Work Location:
In person

Application Deadline: 30/06/2023