Select which cookies you accept Service Manager Service Manager

Travel Chapter; Sandown; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading holiday home company in the UK is seeking a Service Manager to oversee operations and ensure excellent service delivery. Responsibilities include managing housekeeping standards, conducting property inspections, and developing supplier networks. The ideal candidate will have service management experience, strong leadership skills, and a customer-centric approach. This role offers a supportive team environment and numerous benefits.

Benefits

25 days' paid holidays plus bank holidays

Special day off for your birthday

£500 towards a holiday

Paid day to volunteer

Friends and family discount scheme

Life assurance

Social clubs

Exciting social events

Qualifications

• Experience in service management within property/guest service environments.
• Strong leadership and people-management capabilities.
• Ability to manage multiple priorities and work under pressure.

Responsibilities

• Manage complaints around housekeeping standards and oversee issues.
• Develop a network of reliable suppliers.
• Conduct periodic property inspections and provide feedback.

Skills

Service management experience

Leadership

Excellent communication

Customer-centric approach

Proficiency in Microsoft software

Job description

As our Service Manager, you will play a crucial role in ensuring the ongoing success of our largest and most demanding Managed Services (MS) operations. You will be responsible for managing day-to-day operations and improving processes to optimise service delivery. There may be potential for coordinating office and field-based team members in the future. You will focus on meeting or exceeding homeowner and guest expectations, you will ensure services align with company best practices, achieve performance targets, and utilise resources efficiently.

Responsibilities

• Managing complaints or feedback around housekeeping standards and overseeing the issue until we reach a satisfactory outcome, including escalated issues
• Developing and maintaining a network of reliable and loyal housekeeping and property maintenance suppliers
• Supporting the recruitment and retention of new and existing properties
• Conducting periodic property inspections and providing constructive feedback to homeowners
• Providing regular reports on agreed Key Performance Indicators
• Keeping accurate records and ensuring administrative systems are updated
• Assisting guests before, during and after their stay, dealing with any requests, queries and or problems they have
• Support our out-of-hours service on a rolling rota basis, assisting guests with emergency issues that crop up during their stay. Any calls taken are paid as overtime with a £25 retainer for evenings/£40 for Sundays
• A friendly and supportive team player who is capable of taking leadership when required; previous leadership experience would be beneficial
• Ability to work under pressure, organise and prioritise tasks in a fast-paced environment, with attention to detail
• Excellent communication skills, both verbal and written, with the ability to build relationships and collaborate effectively
• Proactive and results-oriented mindset, with a focus on delivering high-quality services and meeting targets
• Proficiency in using systems and software in a previous role (Microsoft based programmes at a minimum)
• Customer-centric approach with a passion for delivering excellent service

Qualifications

• Experience in service management or similar roles within property/guest service environments
• Strong leadership and people-management capabilities
• Proven ability to manage multiple priorities and work under pressure
• Excellent written and verbal communication skills
• Comfort with using standard Microsoft-based software and systems

About Travel Chapter

We’re Travel Chapter - the holiday home people - on a mission to showcase great places to stay in the UK. We have grown into a market-leading holiday letting company with a family ethos and a collaborative culture. We are dedicated to taking care of our team and providing opportunities for development.

Benefits

• 25 days' paid holidays plus bank holidays
• A special day off for your or a loved one’s birthday
• £500 paid towards a holiday of your choice
• A paid day to volunteer with a charity close to your heart
• A friends and family discount scheme
• Life assurance for your peace of mind
• Social clubs for pet lovers, fitness enthusiasts, gardeners, sustainability champions, nutrition enthusiasts and more
• Exciting social events, including our famous Christmas parties