The Travel Chapter
Homeowner Account Manager
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Homeowner Account Manager – Newquay & North Cornwall
Location
Newquay region, covering approximately 190 properties
Coverage
Newquay, Perranporth, Mawgan Porth, Redruth, St Agnes and Hayle, with travel of up to approximately 50 miles to the furthest property
Base
Home-based with regular travel
Hours
Monday to Friday 9:00am - 5:30pm
Car
Company Car Included
About the Role
We’re looking for a proactive, relationship-led Homeowner Account Manager to support our established and growing portfolio across Newquay and the wider North Cornwall area. You’ll manage around 190 properties and play a key role in our Travel Chapter and operations.
This role combines commercial thinking, data analysis, homeowner engagement and property quality improvements, with a strong focus on maximising the performance of each property while building long-term relationships with our owners.
Key Responsibilities
-
Grow bookings and revenue
- Ensure each property is presented at its best, with accurate, appealing and commercially effective descriptions
- Maintain high-quality, well-staged photography and ensure key selling features are highlighted
- Create and recommend pricing strategies using data, competitor insight and performance trends
- Proactively monitor booking pace to maximise revenue and occupancy
- Identify opportunities to improve individual property performance and overall portfolio results
-
Build strong homeowner relationships
- Become the trusted point of contact for homeowners across your region
- Build strong, professional and lasting relationships with property owners
- Provide regular updates, property visits and performance reviews
- Identify potential issues early through guest feedback, reviews and performance data
- Confidently manage challenging conversations and find positive solutions without unnecessary escalation
- Support homeowner events and engagement activities
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- Improve property and portfolio quality
- Recommend décor updates, upgrades and high-impact features that can improve guest appeal
- Suggest ways to increase a property's marketability, such as allowing dogs or introducing additional amenities
- Identify and remove barriers to bookings, including overly restrictive policies
- Review Property Quality Scores and advise homeowners on improvements
- Identify properties requiring improvement and work with owners to raise standards
- Flag properties that are unable to meet our required quality standards
General Responsibilities
- Collaborate with New Business to ensure new owners are onboarded smoothly and effectively
- Stay up to date with relevant industry legislation and requirements
- Encourage homeowner referrals and consistently champion our company culture
- Manage your time effectively across a geographically diverse portfolio
- Prioritise health, safety and welfare in all aspects of the role
- Work collaboratively with internal teams to deliver the best possible results for homeowners and guests
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What you’ll bring – Essential
- Account management experience
- Strong ability to understand, analyse and interpret data
- Results-driven approach, with a focus on achieving and exceeding targets
- Excellent communication, relationship-building and influencing skills
- Customer-focused approach, with experience managing a varied customer base
- Confident IT skills, including Excel and Outlook
- Good knowledge of property and strong regional awareness of the Newquay and North Cornwall area
- Proactive approach to problem-solving, with excellent organisation and time-management skills
- Ability to work independently while following processes and procedures effectively
- Full driving licence and access to suitable transport for regular regional travel
- Flexibility to work a small number of scheduled weekends
Desirable
- Experience in holiday letting, hospitality or real estate
- Knowledge of the holiday property industry
- Photography, styling or interior design experience
- Knowledge of the local tourism market and key destinations across North Cornwall
Key Metrics
Performance will be measured against a range of commercial, customer and quality metrics, including:
- Portfolio revenue
- Average bookings per property
- Blended commission
- Property visits and homeowner contacts
- Quality and consistency of communication
- NPS
- Property Quality Score
- Guest feedback and reviews
- Reduction in controllable homeowner churn
- Overall portfolio growth and performance
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