We’re Hiring: Managed Services Manager

We’re passionate about staycations, fabulous holiday homes and exceptional, friendly service. We’re all about matching the most authentic, beautiful, and sought-after properties with the most discerning holiday makers.

Dedicated to finding and opening the doors to some of the most remarkable houses in Great Britain, we’ve slowly grown our portfolio of exclusive holiday homes to comprise over 300 unique and inspiring properties across Northumberland, the Scottish Borders, the Lothians and Yorkshire. From wisteria-bestrewn cottages and grand manor houses to a stylishly converted cowshed, each has been carefully handpicked for its stunning location, unusual architecture, remarkable history or beautiful interiors.

The calibre of our property portfolio is matched only by the uniquely thoughtful, personal and comprehensive service that we offer to both our homeowners and guests. From sharing local recommendations and insider tips to ensuring our holiday homes are homely, welcoming and in tip-top condition, we pride ourselves on going the extra mile to guarantee that every C&C holiday is one to remember.

About the Role

Reporting to the Operations Director, the Managed Services Manager (MSM) has overall responsibility for the development and review of the managed services product and the portfolio of managed services properties. The MSM is responsible for designing the managed services offering(s) from Crabtree & Crabtree, optimising processes and margins, reviewing performance and keeping abreast of the external market. The MSM is also responsible for establishing and growing the managed services portfolio, developing and building strong relationships with homeowners, ensuring property quality and legislative standards are met, analysing data and developing appropriate action plans with the ultimate aim of maximising the performance of properties within their portfolio as well as line management of the Managed Services Assistants (MSAs).

Key Responsibilities & Outputs

Managed Services

• Researching external market, competitor analysis and C&C customer requirements around managed services.
• Exploring managed services offerings and business casing viable options for C&C.
• Setting up the necessary infrastructures for the managed services portfolio / products.
• Overseeing all the arrangements required to deliver a full managed service and other managed products on behalf of homeowners.
• Working with the MSA to take control of property issues to bring about a resolution as quickly as possible, working with the Property Consultants to manage guest expectations, recording issues on the system.
• Managing relationships local trades / suppliers to carry out the necessary repairs / replacement as quickly as possible. Ensuring quality control and due diligence.
• Making it a priority that all issues that have been identified have been resolved where possible within a 24-hour period.
• Developing good practice and promoting a proactive and preventative approach to property maintenance.
• Handling all the compliance for managed properties and ensuring H&S and legislative requirements are met. Arranging H&S and maintenance checks and maintaining records.
• Carrying out an out-of-hours support function with the MSA, ensuring excellent service is delivered at all times.
• Overseeing relationships with housekeeping teams to ensure that this provision is well covered and to ensure uninterrupted service delivery particularly during peak seasons.
• Managing complaints or feedback around housekeeping standards and taking action to resolve any issues.
• Managing stock levels on behalf of owners with a full managed service contract.
• Ensure that trade, housekeeping and other supplier invoices are processed correctly and in a timely manner. Making sure that the owners are charged at the agreed price for the billable work on their statement.
• Ensuring all sub-contractors are sufficiently qualified, registered and insured as required.
• Attend regular Leadership and Business Development meetings to keep abreast of organisational plans and priorities and report on Managed Services performance and developments.

Quality Control

• Ensuring the Managed Services delivery and portfolio are representative of the C&C brand proposition.
• Ensuring that high standards are maintained within the managed services portfolio.
• Proactively identifying areas which do not meet standards, making recommendations to owners to undertake necessary works to the property and checking that these works have been carried out.
• Encouraging owners to add features & amenities which will improve the desirability of a property.
• Oversee the carrying out of regular property inspections (with additional inspections as required by feedback).
• Developing and implementing action plans following guest feedback and / or property inspections to resolve any areas of concern and suggest improvements to the property that will ensure high standards are met, enhance the guest experience and ultimately maximise property performance.
• Working with the wider team to communicate with owners to bring about a timely resolution for damage disputes and complaints.
• Ensuring full and up to date knowledge of industry legislation and H&S and communicate this to owners.
• Identify properties which do not meet C&C standards and terminating their contracts if owners are unwilling to make the required investment.

Performance Analysis and Sales Reporting

• Generating and analysing weekly, monthly, quarterly and annual Managed Services performance reports, supporting MSA and owners to identify and implement plans to improve performance with the overall aim of increasing bookings and profit margins.
• Regularly monitoring the bookings grid and proactively flagging properties to the Property Team which are underperforming or have notable unlet periods.
• Keeping the Operations Director and Leadership Team up to date with important developments relating to managed services products, properties, owners and bookings.

Core Skills

• First class written and verbal communication and interpersonal skills.
• Excellent reporting and analysis skills.
• Strong research skills and ability to explore and business case solutions.
• Excellent attention to detail.
• Strong time management and multi-tasking skills with the ability to organise and prioritise work load to achieve agreed deadlines.
• Solutions oriented, with intuitive problem solving and analytical abilities.
• Self-motivated with plenty of initiative.
• Excellent IT skills.
• A charismatic personality with a ‘can-do’ attitude, prepared to help in any way required in order to achieve Crabtree & Crabtree’s commercial objectives.

Objectives

• Achieving Crabtree & Crabtree’s commercial objectives, as part of the wider team, including:
  • Property performance (occupancy, income and booking numbers)
  • Growth of portfolio
  • Guest and owner satisfaction
  • Overall portfolio performance
• Operational excellence – ensuring all Managed Services are run efficiently and to a high standard representative of the C&C brand. Create and provide Managed Services which set C&C above our competitors.
• Owner experience – enhancing the Crabtree & Crabtree owner experience by going above and beyond to ensure owners receive the best possible service.
• Attention to detail – checking all work, including owner correspondence, copy, rates and performance figures, to ensure it is accurate.
• Health & Safety compliance – ensuring that all sub-contractors, direct reports, assigned properties and C&C Managed Services Operations are compliant.
• Knowledge sharing – continually sharing ideas and suggestions with other members of the team and ensuring that systems are always up to date.

Application Process

To apply or for more information please send your CV and cover letter to hr@crabtreeandcrabtree.com.

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