Property Consultant

About the Role

Crabtree & Crabtree are looking for a full‑time Property Consultant to join our friendly, growing team. If you’re well organised, attentive to detail, have excellent IT skills and enjoy building relationships with both customers and clients, we would love to hear from you. Our Property Consultants play a pivotal role throughout the booking process, ensuring guests receive first‑class service and a wonderful first impression of our team.

This is a full‑time role and the successful candidate will be required to work one weekend every three weeks.

Responsibilities

• Ensuring that enquiries and bookings are processed accurately, in a timely manner and in line with the company’s processes and brand values.
• Processing payment adjustments such as vouchers, discounts and owner commission.
• Assisting customers with booking enquiries, processing bookings (including from 3rd party sites), and taking payments to achieve individual and team targets and objectives.
• Making amendments to bookings, dealing with booking transfers or cancellations.
• Assisting guests with pre‑arrival queries, providing further information about properties and the local area to assist guests in planning their stay.
• Preparing tailored enquiry proposals for high value, bespoke bookings.
• Working with the team to enhance the pre‑holiday customer experience, to encourage guest retention.
• Ensuring that notes of all contact with guests are kept up to date and scheduled communications are in place.
• Working to the company’s processes and guidelines to ensure tasks are completed correctly.
• Providing support for guests who are on holiday, providing property specific or local area information, including Crabtree & Crabtree experiences, to ensure that guests get the very best from their stay.
• Investigating and solving guest issues and complaints in a responsive, sensitive, calm and professional manner, reaching a resolution as quickly as possible.
• Updating the guest with arrangements that have been made to resolve the issue along with a timescale for completion. Carrying out courtesy follow‑up calls 12 – 24 hours later to ensure customer satisfaction.
• Processing guest feedback by acknowledging and responding to guest comments within 24 hours of receipt, logging the feedback and conveying all key points to the Property Team for actioning.
• Informing homeowners of all positive or negative feedback received about their properties so that they can work with their Property Managers to make changes as required.
• Liaising with homeowners to agree compensation and handling compensation claims as required.
• Providing the Marketing Team with any particularly outstanding feedback suitable for marketing purposes and uploading and maintaining up to date guest testimonials on the website.
• Dealing with reports of lost property, liaising with the guest, owner and housekeeping team in order to retrieve and return items in a timely manner.
• Handling property damage claims made by owners, mediating between guest and homeowner to negotiate a fair outcome within 48 hours. Processing damage claim payments.

Knowledge, Skills and Experience Required

• First class written and verbal communication and interpersonal skills.
• Confidence with figures and basic financial calculations.
• Excellent attention to detail.
• Strong time management and multi‑tasking skills with the ability to organise and prioritise workload to achieve agreed deadlines.
• Solutions oriented, with intuitive problem solving and analytical abilities.
• Demonstrable ability to work independently as well as part of a team.
• Ability to multi‑task in a fast‑paced environment, adopting a flexible approach to meet the needs of the team and overall organisation.
• Self‑motivated with plenty of initiative, who can be trusted to manage own workload and time.
• Excellent IT skills, ability to find way around new tools quickly and comfortably.
• A charismatic personality with a ‘can‑do’ attitude, prepared to help in any way required in order to achieve Crabtree & Crabtree’s commercial objectives.
• Ability to communicate in a timely and friendly manner, reflecting Crabtree & Crabtree’s brand values and tone of voice.

Objectives

• Operational excellence – working as part of the team to meet the Crabtree & Crabtree business objectives and deliver within Crabtree & Crabtree operational procedures.
• Communication and Collaboration – deliver effective cross team communication as part of the Property Consultant Team and beyond. Working in collaboration with all Crabtree & Crabtree teams to meet business objectives.
• Guest experience – enhancing the Crabtree & Crabtree guest experience. Liaison with guests and owners.
• Attention to detail – checking and proof‑reading work including owner correspondence, guest correspondence, feedback, complaints, bookings, outstanding payments, owner payments.
• Quality assurance – ensure quality and delivery of service is as high as possible, proactively taking action where required to improve quality.
• Health & Safety compliance – ensuring that we are following H&S guidelines when in and out of the office.
• Knowledge sharing – continually sharing ideas and suggestions across the Crabtree & Crabtree team and ensuring that systems are always up to date.
• Achieving Crabtree & Crabtree’s commercial objectives, as part of the wider team, including property performance (occupancy, income and booking numbers), guest and owner satisfaction, and overall portfolio performance.

Other Requirements

This role requires working weekends every three weeks. This role is office based at our offices in Kelso.