Homestay Specialist

Unique Homestays; Newquay; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

25 days holiday

Birthday off

Income protection

Enhanced pension contributions

Extra holiday

Hybrid work options

Office-based in St Columb

Job summary

Unique Homestays in the United Kingdom seeks a Homestay Specialist to deliver personalised, luxury guest experiences across our curated portfolio. You will manage enquiries, match guests with exceptional properties, and coordinate bespoke celebrations with discretion and warmth.

Based in St Columb with hybrid working options, you will work 37.5 hours weekly (Tue–Sat, 12pm–8pm), supporting high-net-worth clients and ensuring flawless communication and detailed service from first contact to

Qualifications

• Experience in luxury hospitality or high-net-worth client service is preferred.
• Strong written and verbal communication skills.
• Discretion and professional demeanour in dealing with premium clients.

Responsibilities

• Engage with guests across phone, email and live chat, handling inquiries while delivering an outstanding customer experience.
• Deliver prompt, professional and highly personalised responses to all inquiries.
• Consult with prospective guests to understand requirements and recommend homes and destinations.
• Proactively follow up inquiries, nurturing relationships and maximizing bookings.
• Maintain in-depth understanding of property portfolio and destination offerings.
• Consistently exceed guest expectations and create memorable experiences for loyalty.
• Uphold high standards of professionalism, discretion with high net worth clientele.

Skills

Outstanding communication

Telephone manner

Attention to detail

Microsoft Office

Customer service

Job description

At Unique Homestays, we don’t just offer places to sleep – we create unique experiences through a carefully curated portfolio of extraordinary private homes. Our commitment to individuality, storytelling and elevated service has earned us a reputation as one of the most notable brands in the luxury travel space.

The Role

The role of a Homestay Specialist is wide and varied. You will often be the first voice of Unique Homestays, building strong relationships with guests and owners alike. Your primary focus is to deliver a personable and memorable experience for our discerning clientele. This will include everything from providing a bespoke service to brides and grooms, helping arrange last minute luxury escapes to organising large celebratory occasions in grand country homes.

The Person

The ideal candidate will immerse themselves in our portfolio of outstanding luxury homes, have the opportunity to visit them, and become an expert on all their distinctive quirks and revelling in sharing these with our clients. You will be naturally service-driven, commercially minded, and thrive in a fast-moving environment where no two days are the same. You take pride in anticipating needs, solving problems, and delivering exceptional outcomes with warmth and professionalism. You will have excellent communication skills, strong attention to detail, and the confidence to engage with discerning clients while maintaining the highest levels of discretion and care. Above all, you are passionate about creating extraordinary experiences and understand that true luxury lies in thoughtful, personalised service.

You will be part of a team working to ensure a consistent level of excellence and expertise in all communications, as you would expect when representing a luxury brand. Relevant experience, especially that of providing a personal level of customer care in the luxury market would be a strong advantage.

Our welcoming, inspirational and expanding team are sure to embrace your commitment to detail and the drive to achieve targets. There will be continued opportunities for those who display determination to always go the extra mile.

Qualities

In addition to expected office skills, such as a confident working knowledge of Microsoft Office programs and email systems, you will be a genuine people-person with an exceptional telephone manner. You will possess outstanding written and verbal communication skills, coupled with a professional yet warm approach. The ideal candidate will be industrious, adaptable and able to juggle multiple tasks with ease, working both collaboratively within the team and independently when required.

Main Tasks

In this role, you will manage your own inbox of new and existing enquiries from guests eager to book a stay in one of our unique properties. Your day-to-day responsibilities will include:

Engage with guests across phone, email and live chat, handling a varied and fast-moving mix of enquiries while delivering an outstanding customer experience.

Deliver prompt, professional and highly personalised responses to all enquiries.

Consult with prospective guests to understand their requirements and recommend the most suitable homes and destinations.

Proactively follow up enquiries, nurturing relationships and maximising booking opportunities.

Maintain an in-depth understanding of the property portfolio and destination offerings.

Consistently go above and beyond to exceed guest expectations and create memorable experiences that inspire loyalty and repeat bookings.

Uphold the highest standards of professionalism, discretion and attention to detail when dealing with high profile, high net worth and ultra-high net worth clientele.

The Details

Hours: 37.5 hours per week, working from Tuesday-Saturday from 12pm-8pm.

Location: Office-based in St Columb with flexible hybrid working options (please note that this is not a fully remote role). Occasional travel may be required but this role is mainly office-based.

25 days holiday + bank holidays + your birthday off*

Hybrid work options*

Additional holiday for long service

Option to purchase extra holiday

Income protection*

Enhanced pension contributions

*available after completion of probation.