We are seeking a Client Executive to support the performance and management of a diverse property portfolio, covering both short-term and long-term rental assets. Acting at the intersection of client management, distribution, and operations, this role ensures that property owners, guests, and internal teams receive high-quality, proactive support.
This is an ideal role for someone with strong client service and operational coordination skills who is eager to grow through hands‑on portfolio management, close collaboration with cross‑functional teams, and active involvement in improving listing performance across online travel agencies (OTAs) – focusing on delivering excellent communication, maintaining high-quality standards, and driving consistent portfolio performance.
Responsibilities
- Act as the primary day‑to‑day operational contact for assigned property owners.
- Maintain strong and professional relationships through responsive communication.
- Manage and resolve client queries in coordination with internal teams.
- Track all client requests and ensure timely follow‑through to completion.
- Manage the central client support inbox, ensuring all enquiries receive timely responses.
- Triage incoming requests and distribute tasks to relevant teams where appropriate.
- Keep accurate records of all client communications and requests.
- Monitor and respond to guest reviews across major OTAs (Booking.com, Airbnb, Expedia, Google, TripAdvisor).
- Ensure all responses meet company tone, quality, and brand standards.
- Identify recurring feedback issues and elevate operational concerns internally.
- Track property review scores and highlight opportunities to improve guest satisfaction.
- Ensure all properties are accurately represented across OTA platforms.
- Regularly review listings to verify accuracy for photography, descriptions, amenities, and key details.
- Collaborate with internal teams to update, refine, or improve listing content.
- Support the onboarding and launch of new listings to meet quality standards before going live.
- Maintain high visual and content standards for all listings.
- Identify opportunities to improve conversion rates through enhanced imagery or descriptions.
- Coordinate with relevant teams to execute visual and content updates.
- Monitor and report on the overall online performance and presentation of properties.
- Flag underperforming listings and recommend improvements.
- Support the preparation of performance reporting or updates for property owners as required.
- Assist in the management of long‑term rental properties.
- Handle tenant communications and respond to property‑related queries.
- Coordinate maintenance and operational requests with internal teams.
- Maintain records of tenancy information and important dates.
- Work closely with operations, revenue management, and connectivity teams to resolve property or client issues.
- Ensure operational matters raised by guests or clients are escalated and resolved efficiently.
Requirements
- Experience in hospitality, property management, or short‑term rental operations.
- Strong organisational skills with the ability to manage multiple priorities.
- High attention to detail.
- Ability to collaborate effectively with multiple teams in a fast‑paced environment.
- Experience responding to guest reviews desirable.
- Exposure to long‑term tenancy or residential property management desirable.
- Familiarity with property management systems (e.g., Guesty) desirable.
- 33 days of holidays including bank holidays.
- Based at offices in central Edinburgh. Some travel in Scotland and England may be required.
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