About Solmar Villa Holidays

Solmar Villa Holidays is passionate about delivering our guests their best holidays in some of the most beautiful villas across Europe. 

Job overview

Directed by an Area Manager or Regional Manager, Villa Managers carry out various activities that could be reactive or proactive in nature, being the in-resort face of Solmar to our guests in a warm welcome or to assist in issue resolution.

On changeover days, ensuring villas within the portfolio meet Solmar’s high quality and cleanliness standards through property inspections.

The Villa Manager will be able to work on their own initiative and react quickly to resolve issues raised, whilst being able to take direct instruction from their Area Manager or Regional Manager.

Where guest interaction is required, the Villa Manager will ensure the guest is put at the forefront of business decision-making process and maximize all opportunities ensure service is “right first time” whilst to retaining and recovering guests through a strategy of first contact resolution and best in class service delivery through the overseas holiday journey.

Key Responsibilities

Operational

• Assist guests in resort with new quality/maintenance issues.
• Ensure compliance with guidelines for villa checks and maintain accurate villa information.
• Ensure all assigned tasks are completed in-line with Company policies and procedures.
• Provide full support to your colleagues as required. This will include providing cover for your colleagues on the days off.
• Liaise regularly with Management Companies and owners to form and build and maintain good relationships and resolve quality and maintenance related issues.
• Maintain and monitor the database for reporting guest/villa issues.
• Support Contracting in sourcing or viewing potential new product.
• Work with Contractors as well as the Safety & Risk teams to identify and rectify issues and improvements within our villa portfolio.
• Ensure each villa is ready for the guest’s arrival on changeover day.

Marketing and Product

• Ensure floorplans, villa descriptions and photographs accurately represent properties.
• Ensure villa branding is kept up to date and replaced when needed.
• Support the Product team in sourcing potential new products.
• Assist Marketing with destination-related copy creation.

Quality Control and Health & Safety

• Complete villa inspections and safety audits as required.
• Ensure all villa descriptions, information & directions are accurate, complete and up-to-date before and during the season, liaising with the relevant UK departments when necessary to do so.

Guest Care & Issue Resolution

• Strive to achieve a ‘right first time’ approach to villa presentation and guest experience.
• Work collaboratively with the Holiday Helpline (UK first response call centre) to ensure guests issues are resolved in destination, visiting guests where necessary and appropriate.

• Escalate any significant issues/complaints to line management and ensure effective resolution within service level agreements.
• Prompt, proactive action to be taken to any reported issues in resort
• Provide detailed written reports in response to guest complaints as required.
• Immediate notification of any serious accidents or incidents through to your Regional Manager, with appropriate follow up carried out.

General

• Maintain an in-depth knowledge of the local area, services and facilities.
• Be on call for any emergency guest issues.
• Maintain professionalism, working within the boundaries of Solmar policies.
• Any other duties that may be reasonably requested.
• Strive for excellence at all times.

Skills & Experience:

• Experience of working in a guest/supplier facing role; ideally within a travel and tourism business.
• Experience of relationship building.
• Attention to detail and highly organised.
• Self-motivated and used to working remotely with minimal supervision.
• An ability to work under pressure, can-do attitude, flexible approach and commitment to end user (supplier, guest etc.).
• Competent in using information and communication technology.
• A proactive approach to ensuring villas are always well presented and maintained, with a keen eye for detail.
• Passionate about delivering the best guest service in the industry.
• Excellent communication skills, both verbal and written, in local language and English.
• Organised and practical; happy to troubleshoot and resolve issues in a positive and timely manner.
• An adaptable approach to supporting the business outside of working hours in business-critical situations.
• Local market and regional knowledge is required and someone who permanently lives in location is essential.
• Creative flair, with an ability to think outside the box and reach appropriate solutions to challenging problems.