Holiday Support Executive

This job is to support Property Teams to improve and maintain high standards of guest feedback and property compliance. It involves liaison with internal and external stakeholders regarding all aspects of bookings, complaints and compliance. The post holder will manage all aspects of bunkhouse bookings and enquiries, wedding bookings and direct NTS bookings, providing excellent customer service. The postholder will manage applications for Short Term Letting Licenses and design and implement a process for Visitor Levy.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Management of booking data across multiple systems - NTS internal system, Supercontrol, Sykes owner portal and Booking.com 

• Monitor and update properties on hold to ensure dates are not provisionally held beyond the agreed timeline

• Contribute to the Holidays Strategy

• Review all guest feedback and complaints, compile suitable responses where required in conjunction with property manager and Head of Holidays

• Ensure third party property descriptions are accurate

• Monitor and update cancellations in accordance with the Trust’s terms and conditions 

• Administer the Trust’s staff/volunteer discount scheme 

• Adhere to all financial procedures in dealing with payments and refunds, request deposits and balance of payment as per NTS Holidays Terms and Conditions. 

• Support with monthly reports and queries for Finance Team (month activity and future bookings) and ongoing operational activity and performance reports 

• Support with monitoring and sharing of holidays statistics inc occupancy, feedback, compliance