North East Escapes
Homeowner Relationship Manager
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Pay: £30,000.00 per year
Job Description
A bit about us
Northumberland has a coastline people drive the length of the country for — and we’re lucky enough to look after some of the finest places to stay along it. North East Escapes manages a growing portfolio of premium holiday homes, and we care for every one of them the way we’d want our own home looked after: with genuine warmth, a sharp eye for detail, and real pride in getting the little things right.
We’re a close-knit team based in the heart of Alnwick, and we’re on the hunt for one more brilliant person to join us.
First things first: the person, not just the CV
We’ll be honest, the most important thing to us isn’t a flawless CV. It’s you. We can teach systems and processes; what we can’t teach is the kind of person who rolls their sleeves up, spots the detail others miss, and makes the whole team better just by being part of it.
If you’re as happy reassuring a guest whose train is running late as you are helping housekeeping get a property guest-ready before a 4 pm check-in, and you’d do both without being asked, you’ll fit right in. This is a people-first business through and through: for our owners, for our guests, and every bit as much for each other.
What the role looks like day to day
No two days are the same here, and that’s rather the point. Your home base is owner relationships, you’ll be the person our homeowners know, trust and rely on, but you’ll also be out on the road as much as you’re in the office, and trusted to pivot to wherever the business needs you most.
Owner relationships: your primary focus
This is the heart of the role. You’ll own the homeowner journey from the moment they sign, all the way through and beyond:
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- Owner onboarding: welcoming new owners on board and making a great first impression, gathering everything we need and setting the relationship off on the right foot.
- Signed to live and listed: bringing owners from signed contract through to live and listed, coordinating everything it takes to get a property ready to welcome its very first guests.
- Maintaining the relationship: being the friendly, reliable point of contact for the long haul: regular updates, honest conversations, and the transparent management that keeps clients with us for years.
Stepping beyond: wherever you’re needed
While owner relationships are your predominant focus, from time to time you’ll dip into other corners of the business, and that’s part of what makes the role. Through great communication across every department, and always with the guest experience front of mind, you’ll:
- Drive guest experience: from first enquiry to fond farewell, stepping in to handle questions with speed and empathy, smoothing over the odd bump, and making every stay feel five-star.
- Support housekeeping & linen: lending a hand to keep the engine room running, so every property meets the exacting standard our name is built on. No detail too small.
- Support maintenance & operations: spotting and reporting maintenance jobs, keeping properties compliant and safe, and making sure what we advertise is exactly what a guest walks into.
What we’re looking for in you
- A natural with people: you build rapport easily and handle whatever comes your way with warmth and professionalism.
- Genuinely detail-obsessed: you’re the one who notices the crooked cushion, the missing welcome pack, the thing that would have niggled the guest.
- Cool under pressure: you can juggle a dozen moving parts on a busy changeover day and keep your calm (and your sense of humour).
- A team player, first and foremost: you pull together, share the load, and celebrate the wins with everyone else.
- Happy to muck in anywhere: guest services one minute, housekeeping the next, you go where you’re needed.
- Industry know-how is a bonus: experience in holiday-home management, booking platforms, or property software will put you ahead, but the right attitude matters more.
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The essentials
- A clean driving licence: you’ll be out visiting properties across our patch, so this one’s a must.
- Five days over seven: 40 hours a week on a rota that includes weekends, because that’s when our guests need us most.
- Out-of-hours phone cover: you’ll take your turn looking after the guest phone outside office hours, so no one’s ever left stuck if an issue crops up during a stay.
What’s in it for you
- Competitive salary: let’s talk.
- 20 days’ holiday plus bank holidays.
- Company pension scheme.
- A genuinely supportive, growth-minded team who’ll have your back.
- The chance to build a career in one of the most beautiful corners of the country.
Sound like you?
Send us your CV and a few lines about yourself. Tell us about your experience in guest services or property management, but just as importantly, tell us what makes you a great person to have on a team. We can’t wait to meet you.
Job Type: Full-time
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