Sales & Acquisitions Specialist

At Domus Stay, we bring together the best of the capital’s design-led homes with dedicated guest services. To curate the most memorable stays, we connect people on the same wavelength: homeowners with properties that look and feel good, and switched-on guests who appreciate considered design.We’re committed to shaping exceptional experiences – for our guests, homeowners and employees – and this hasn’t gone unnoticed. As of 2026, we’ve received gold-rated accreditation by Quality in Tourism for the fourth year running. We’re also the first short stay brand to be awarded the Butterfly Mark for sustainability: a mark of the uncompromising standards we set for both people and planet.

About the role:

To guide the guest from enquiry to stay, and to create a truly outstanding guest experience.

Tosupportprospective Homeownersfrom enquiry to the market andbeyond,creating anoutstanding Homeowner experience.

Toenable the company to grow, through effective asset management, andstrategic planning of our property portfolio.

To build andmaintaina consistently excellent property product, which meets and exceeds the expectations of our Guests.

Working alongside the Property Services team, co-ordinating any required maintenance tasks, including those which arise during orresultofa guest stay.

Pro-actively sell and manage / oversee our Home Management programme, with an annual KPI of 10 new instructed homes per year.

Responsibilities:

• Converting enquiries into bookings through relationship-based sales and negotiation, while managing key booking agent accounts
• Owning end-to-end booking delivery, including accurate handover to operations and coordination of guest requirements
• Ensuring all guest, homeowner, and property data is accurately captured, securely stored, and maintained to required internal policy standards
• Producing monthly sales reporting and communicating commercial performance clearly to stakeholders
• Building and maintaining strong relationships with guests, homeowners, suppliers, and partners through timely and professional communication
• Managing homeowner and guest complaints, acting as escalation point and ensuring effective resolution or escalation to line managers where required
• Maintaining and developing expert knowledge of the property portfolio, the local areas, and the market we operate in
• Growing and managing the portfolio of design-led properties, including onboarding new homeowners (inline with AML regulations), supporting property acquisition and associated administrative tasks
• Coordinating property onboarding to market, ensuring full legal and compliance requirements are completed and filed, without fail
• Maintaining a single source of truth for all property information and supporting system/data accuracy across platforms
• Supporting homeowner maintenance coordination via the homecare / home management programme
• Driving continuous improvement of processes, commercial frameworks, and supporting business technology development
• Ensuring consistent compliance with legal, data protection, and privacy requirements across homeowners, guests, and systems.

Key tasks:

Key tasks include, but are not limited to:

• Responding to and following up all reservation enquiries via email or phone, preparing accurate proposals
• Proactively managing warm leads and ensuring all correspondence is logged
• Working closely with the Property team on rates, availability, negotiations, and booking status
• Conducting property viewings and local area/vicinity tours where required
• Ensuring all guest and homeowner confirmations are accurate, complete, and sent promptly
• Accurately maintaining guest/owner profiles, enquiries, and reservations in ResHarmonics in line with entry standards
• Keeping property information and availability up to date in ResHarmonics
• Managing payments, deposits, and ID/reference checks with secure and accurate data handlingCoordinating timely handover of confirmed bookings to Operations and supporting guest requests (e.g. transfers, groceries, excursions, babysitting, dining)
• Managing guest complaints, resolving where possible or escalating appropriately
• Supporting guest welcomes and occasional liaison with property owners
• Producing weekly and monthly reporting on enquiries, revenue, conversions, occupancy, rates, lead times, and lost bookings
• Managing communications with external agents (e.g. SilverDoor, Domus Nova or any other third party introducer), including availability updates and property promotions
• Supporting homeowner onboarding and property management processes, including enquiries, appraisals, conversions, and maintenance coordination
• Maintaining portfolio availability and performance metrics (e.g. 90-day thresholds, occupancy, ADR) with HOA and senior team
• Reporting commercial and operational performance to internal and external stakeholders
• Managing homeowner and guest feedback, including online reputation tracking and liaison
• Supporting property maintenance and compliance in coordination with Property Services
• Owning CMS data accuracy and system integrity
• Coordinating external suppliers and partners, embedding QA processes and continuous improvement
• Developing and delivering onboarding plans for internal teams and external partners, including statutory requirements over time.

About you:

You demonstrate our values of Excellence, Passion, Integrity & Care by:

• Naturally skilled at building authentic customer relationships and matching the right guest to the right property
• Results-driven, tenacious, and highly responsible, with outstanding attention to detail and accuracy
• Mature, confident, and self-starting, with a systematic approach and commitment to continuous improvement
• Entrepreneurial, can-do attitude with a warm, friendly, and genuine manner
• Empathetic communicator who listens well, remains calm under pressure, and takes pride in delivering excellent service
• Curious and eager to learn, with a commitment to ongoing personal and professional development
• Treats guests, homeowners, colleagues, and suppliers with kindness, respect, and discretion
• Capable of making clear, level-headed decisions when required, while communicating with empathy.
• Proven track record in property, sales, or customer service roles, ideally within a luxury environment
• Strong commercial awareness with experience achieving sales targets and financial understanding
• Good working knowledge of property legislation and compliance requirements (advantageous)
• Excellent written and verbal communication skills
• Strong experience managing multiple stakeholders, priorities, and deadlines, with proven project delivery ability
• Confident using multiple systems, with strong general computer literacy and Excel proficiency (advantageous)
• Skilled in high-level customer service, including handling enquiries and complaints
• Sales and reservations experience is advantageous