Holiday Accommodation Manager in Cheltenham, England at Cotswold Farm Park

Holiday Accommodation Manager

Salary Range £34,000 - £38,000

We are looking for an experienced and energetic Holiday Accommodation Manager to look after and manage our beautiful holiday accommodation, set in the heart of the Cotswolds. Surrounded by rolling hills, open skies and stunning countryside, it offers guests a peaceful, welcoming place to relax and unwind. If you love delivering memorable guest experiences and want to help us make every stay truly special, we’d love to hear from you.

The Holiday Accommodation Manager is responsible for delivering an outstanding guest experience across all Cotswold Farm Park holiday accommodation, while driving occupancy, repeat visits and accommodation revenue.

The role will take ownership of the guest journey from initial enquiry and booking through to pre-arrival communication, welcome, stay and post-visit follow-up. A key focus will be providing exceptional customer service, identifying opportunities to increase bookings and ensuring that our accommodation and associated guest areas are consistently presented and operated to a high standard.

The role will also take day-to-day ownership of the Holiday Booking System, ensuring processes are efficient, accurate and commercially effective.

This is a hands-on role. During peak periods, the focus will be on guest service, team leadership, occupancy and the smooth day-to-day running of the Holidays operation. During quieter periods, the Holiday Accommodation Manager will work flexibly across the operation, including assisting with the cleaning and preparation of accommodation properties when required.

Key Responsibilities

Customer Service & Guest Experience

Take ownership of the guest experience across all holiday accommodation, ensuring consistently high standards from enquiry through to departure.

• Act as a key point of contact for guests and respond promptly and professionally to enquiries, requests, feedback and complaints.

• Ensure guests receive clear and helpful pre-arrival information and a warm and professional welcome.

• Proactively resolve issues during a guest's stay and use guest feedback and reviews to continually improve the experience.

• Build and maintain a strong customer-service culture within the Holidays team.

• Continually review the guest journey and identify opportunities to enhance the overall holiday experience.

Bookings, Occupancy & Revenue

• Actively identify opportunities to convert enquiries into bookings, encourage repeat visits and increase length of stay where appropriate.

• Ensure booking administration and payment processes are completed accurately and in a timely manner.

Sales & Marketing Support

• Provide insight into guest feedback, frequently asked questions, booking trends and opportunities that can inform campaigns and communications.

• Ensure accommodation information, guest communications and operational information remain accurate and up to date.

• Proactively identify opportunities for new packages, experiences and reasons to stay.

Accommodation, Grounds & Operational Standards

• Take responsibility for the smooth day-to-day operation of the Holidays offer, including arrivals, departures, guest services and property readiness.

• Ensure accommodation and grounds are clean, safe, well-presented and ready for guests.

• Proactively identify maintenance, presentation and grounds requirements and ensure issues affecting the guest experience are communicated and addressed promptly.

Hands-on Housekeeping

• During quieter periods, or when operationally required, personally assist with the cleaning, preparation and turnaround of accommodation properties.

• Ensure personal and team housekeeping standards consistently meet the standards expected by our guests.

Leadership

• Lead and coordinate the Holidays team to deliver excellent guest service and efficient day-to-day operations.

• Train and develop team members in customer service, guest experience and accommodation standards.

• Support team induction, training, reviews and performance management as required.

• Regularly review the Holidays operation and guest journey to identify opportunities to improve service, efficiency, presentation and commercial performance.

• Work collaboratively with other departments to create a joined-up Farm Park experience for staying guests.

Success in this Role Will Primarily Be Measured Through:

• Guest satisfaction and quality of customer service, including guest feedback and reviews.

• Levels of repeat bookings and returning guests.

• Effective management and accuracy of the Holiday Booking System.

• Consistently high standards of cleanliness, accommodation presentation and grounds.

• Effective leadership and development of the Holidays team.

• Delivery of operational and guest-experience improvements.

The Person

The successful Holiday Accommodation Manager will be highly customer-focused, commercially aware and comfortable combining management responsibilities with practical, hands-on work.

They will:

• Have a genuine passion for delivering excellent customer service.

• Be confident communicating with guests both in person and through telephone, email and digital channels.

• Have a commercial mindset and understand the importance of converting enquiries, maximising occupancy, increasing revenue and encouraging repeat business.

• Be confident using booking and property-management systems and identifying opportunities to improve associated processes.

• Be organised and able to manage multiple properties, guest requirements and operational priorities.

• Be innovative and forward-thinking, with the confidence to introduce new ideas and challenge existing ways of working.

• Have excellent attention to detail and high standards of cleanliness and presentation.

• Be comfortable being hands-on, including cleaning and preparing accommodation when required.

• Be flexible around the seasonal nature of the Holidays business, including working weekends and peak periods where required.

Working Pattern

Due to the seasonal nature of Cotswold Farm Park Holidays, the working pattern may operate on an annualised-hours basis, with greater working hours required during peak trading periods and reduced hours during quieter periods.

The role will require flexibility around weekends, bank holidays and key holiday periods with a requirement to be available on-call.

Annual leave will ordinarily be expected to be taken outside of the principal peak trading periods, subject to business requirements and prior approval.