Crabtree & Crabtree offers a curated portfolio of holiday homes in the North of England and South of Scotland. To be worthy of inclusion in the portfolio, a property must offer something special or unique. Each one is assessed against stringent criteria relating to its location, facilities and ambience; only those matching our exacting standards are chosen. The calibre of our property portfolio is mirrored by the level of service we offer to our guests; every member of the team prides themselves on going the extra mile to ensure guests get the very best from their stay.
Interested in joining the Crabtree & Crabtree team? If you're passionate about property, people and travel we'd love to hear from you! Discover our current vacancies below:
Head of Marketing
ABOUT THE ROLE
Reporting to the Head of Operations, the Head of Marketing is responsible for creating and delivering Crabtree & Crabtree’s marketing strategy and success. The role involves overseeing the creation of copy and content for use in traditional, digital and social media channels, managing PR activity, events and press visits, creating promotional campaigns to proactively drive sales, build and establish brand partnerships, CRM activity and ensuring the website content is optimised to driving sales.
The Head of Marketing is also responsible for reporting on the performance of marketing activity on a monthly basis.
This role will also oversee the development of Crabtree & Crabtree’s new website build, working closely with the Digital Marketing Coordinator to ensure projects run on time and within budget, keeping a close eye on SEO activities.
As the Marketing Team representative on the Crabtree & Crabtree Leadership Team, the Head of Marketing is also responsible for communicating effectively across teams and ensuring delivery in line with the Crabtree & Crabtree business strategy and plan.
KEY RESPONSIBILTIES & OUTPUTS:
Marketing Team development and management
- Supporting the Marketing Team to carry out their roles, with particular focus on their core objectives – brand awareness, customer engagement and sales.
- Managing and developing the Marketing Team, providing regular feedback, coaching, conducting performance evaluations, training and up-skilling.
- Target setting in terms of achieving both qualitative and quantitative deliverables for team members. Using SMART techniques to allow more measurable objectives.
- Pro-active analysis of data, targets and achievements optimise team performance and output. Signing off expenses and mileage for the team.
- Onboarding new team members.
- Overseeing relevant compliance, including GDPR.
Marketing and Communications
- Create and oversee the delivery of the marketing strategy working towards overall business growth goals to help development in key areas.
- Manage marketing strategy, budgets and key campaigns and partnerships.
- Manage the resourcing and use of photographers and copywriters to achieve property marketing and business objectives, managing the editing and approval of commissioned work.
- Oversee the monitoring of emails and social media channels to ensure the team are responding appropriately to queries, reviews, requests and complaints (in conjunction with the Head of Guest Relations).
- Oversee the management of the database and social following with a view to achieving growth of followers and creating core segments of families, dog-lovers and couples and enriching data with lifestyle and interest information.
- Keep abreast of industry and general trends and shifts to create and adapt robust marketing strategies and campaigns.
Digital
- Oversee the maintenance, evolution and optimisation of the website to ensure it is accurate, up-to-date and as engaging as possible.
- Oversee all digital marketing activities to ensure SEO work is being done in a timely fashion and that google ads are achieving the required ROI, coming up with and implementing alternative strategies with the marketing team should targets not be met.
- Liaise with digital agencies and in-house team to optimise SEO, PPC activity and digital and social marketing campaigns. Managing projects to ensure that targets achieved within budget.
- Analyse and evaluate results of activity and outcomes in the context of Crabtree & Crabtree’s commercial performance using Google Analytics, agency reports and other relevant measurement tools, reviewing the findings to suggest or recommend ideas to bolster or optimise activity.
- Draw up quarterly / bi-annual reports to share with owners.
- Manage and respond to marketing requests from the Property Team.
CORE SKILLS:
- First class written and verbal communication and interpersonal skills.
- Excellent attention to detail and proof-reading skills.
- Strong time management and multi-tasking skills with the ability to organise and prioritise workload to achieve agreed deadlines.
- Strong people management skills with experience managing a remote team.
- Solutions oriented, with intuitive problem solving and analytical abilities.
- Self-motivated with plenty of initiative, who can be trusted to manage own workload and time.
- Excellent IT skills.
- Strong knowledge of GA4 and ability to analyse results for reporting and strategy development.
- 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:
- Proactively review activity against marketing plan on a weekly basis, identifying actions required to deliver to schedule.
- Reporting – Monthly reports to be compiled and distributed, assessing marketing activity and metrics (including agency reporting), identifying areas of success and proposing suggestions to address areas of concern.
- Communication – create contact reports or actions logs following meetings with third parties, agencies or tourist boards within 48 hours to share with Director to discuss output and allocate actions.
- Lead a weekly marketing team call to review marketing performance and explore ideas for campaigns and activity to achieve Crabtree & Crabtree’s marketing objectives:
- Increase unique traffic to website by 20% annually.
- Increase e-conversion rates to > 3.5%.
- Increase opted-in email subscriber database by 10% each month.
- Increase social media followers/likes by 15% each month.
- Enhance the Crabtree & Crabtree guest experience by identifying/collating ideas for core segment itinerary ideas.
- Proactively manage the marketing team and overall marketing output, ensuring the marketing plan and business targets are achieved, adjusting strategies where needed to keep pace with market conditions and portfolio performance.
BENEFITS OF WORKING FOR CRABTREE & CRABTREE
As the pioneer of luxury self-catered accommodation in the North of England and the South of Scotland, the Crabtree & Crabtree name has become synonymous with the most exceptional and enticing holiday homes available in these magical parts of the world. With ambitions to continue expanding the portfolio, you will have the opportunity to join the team at an exciting time of growth.
Each and every member of the C&C team is the key to our success - and ensuring everything works like clockwork! Our team is truly the heart and soul of our business, so we offer an excellent package and the opportunity to enhance your career. As well as a competitive industry salary of £41,600 per annum depending on experience, the benefits include:
- 32 days holiday including bank holidays with an additional day per year, up to 35 days.
- Crabtree & Crabtree will contribute up to a maximum of 3% into your pension scheme.
- A £500 voucher towards the cost of having a holiday in any of the properties in the Crabtree & Crabtree portfolio.
- A friends and family discount scheme.
- A paid day to volunteer with our chosen charity.
- Fun social gatherings.
SALARY
£41,600 per year
APPLICATION PROCESS
To apply, please send your CV and a cover letter to hr@crabtreeandcrabtree.com
PRIVACY POLICY
Please click here to view our privacy policy.
Property Consultant
ABOUT THE ROLE
Our Property Consultants are instrumental in driving sales and ensuring that guests get the very best experience throughout the booking process, including the pivotal first impression of the Company.
Reporting to the Head of Guest Relations, and working as part of the Property Consultant Team, the Property Consultant is responsible for guest and owner liaison in relation to enquiries and bookings. The Property Consultants are also responsible, along with the Property Team, for developing and maintaining new and existing owner relationships and maximising the performance of properties. Dealing with queries, issues and complaints raised by guests whilst on holiday along with guest feedback and owner damage claims post-holiday, the Property Consultant role is pivotal in developing and maintaining excellent customer relationships to ensure guest retention.
This is a full-time role, and the successful candidate will be required to work 1 weekend every 3 weeks. This role is office based at our offices in Kelso.
KEY RESPONSIBILTIES & OUTPUTS:
Guests and bookings
- Ensuring that enquiries and bookings are processed accurately, in a timely manner and in line with the company’s processes and brand values.
- Processing payment adjustments such as vouchers, discounts and owner commission.
- Assisting customers with booking enquiries, processing bookings (including from 3rd party sites), and taking payments to achieve individual and team targets and objectives.
- Making amendments to bookings, dealing with booking transfers or cancellations.
- Assisting guests with pre-arrival queries, providing further information about properties and the local area to assist guests in planning their stay.
- Arranging additional services for guests including experiences, catering etc.
- Preparing tailored enquiry proposals for high value, bespoke bookings.
- Working with the team to enhance the pre-holiday customer experience, to encourage guest retention.
- Ensuring that notes of all contact with guests are kept up to date and scheduled communications are in place.
- Working to the company’s processes and guidelines to ensure tasks are completed correctly.
Providing first class customer service
- Providing support for guests who are on holiday, providing property specific or local area information, including Crabtree &Crabtree Experiences, to ensure that guests get the very best from their stay.
- Investigating and solving guest issues and complaints in a responsive, sensitive, calm and professional manner, reaching a resolution as quickly as possible.
- Updating the guest with arrangements that have been made to resolve the issue along with a timescale for completion. Carrying out courtesy follow-up calls 12 - 24 hours later to ensure customer satisfaction.
- Processing guest feedback by acknowledging and responding to guest comments within 24 hours of receipt, logging the feedback and conveying all key points to the Property Team for actioning.
- Informing homeowners of all positive or negative feedback received about their properties so that they can work with their Property Managers to make changes as required.
- Liaising with homeowners to agree compensation and handling compensation claims as required.
- Providing the Marketing Team with any particularly outstanding feedback suitable for marketing purposes and uploading and maintaining up to date guest testimonials on the website.
- Dealing with reports of lost property, liaising with the guest, owner and housekeeping team in order to retrieve and return items in a timely manner.
- Handling property damage claims made by owners, mediating between guest and homeowner to negotiate a fair outcome within 48 hours. Processing damage claim payments.
ABOUT YOU:
- First class written and verbal communication and interpersonal skills.
- Confidence with figures and basic financial calculations.
- Excellent attention to detail.
- Strong time management and multi-tasking skills with the ability to organise and prioritise workload to achieve agreed deadlines.
- Solutions oriented, with intuitive problem solving and analytical abilities.
- Demonstrable ability to work independently as well as part of a team.
- Ability to multi-task in a fast-paced environment, adopting a flexible approach to meet the needs of the team and overall organisation.
- Self-motivated with plenty of initiative, who can be trusted to manage own workload and time.
- Excellent IT skills, ability to find way around new tools quickly and comfortably.
- A charismatic personality with a ‘can-do’ attitude, prepared to help in any way required in order to achieve Crabtree & Crabtree’s commercial objectives.
- Ability to communicate in a timely and friendly manner, reflecting Crabtree & Crabtree’s brand values and tone of voice.
OBJECTIVES:
- Operational excellence – working as part of the team to meet the Crabtree & Crabtree business objectives and deliver within Crabtree & Crabtree operational procedures.
- Communication and Collaboration – Deliver effective cross team communication as part of the Property Consultant Team and beyond. Working in collaboration with all Crabtree & Crabtree teams to meet business objectives.
- Guest experience – enhancing the Crabtree & Crabtree guest experience. Liaison with guests and owners.
- Attention to detail – checking and proof-reading work including owner correspondence, guest correspondence, feedback, complaints, bookings, outstanding payments, owner payments.
- Quality assurance – ensure quality and delivery of service is as high as possible, proactively taking action where required to improve quality.
- Health & Safety compliance – ensuring that we are following H&S guidelines when in and out of the office.
- Knowledge sharing – continually sharing ideas and suggestions across the Crabtree & Crabtree team and ensuring that systems are always up to date.
- Achieving Crabtree & Crabtree’s commercial objectives, as part of the wider team, including:
- Property performance (occupancy, income and booking numbers)
- Guest and owner satisfaction
- Overall portfolio performance
BENEFITS OF WORKING FOR CRABTREE & CRABTREE
As the pioneer of luxury self-catered accommodation in the North of England and the South of Scotland, the Crabtree & Crabtree name has become synonymous with the most exceptional and enticing holiday homes available in these magical parts of the world. With ambitions to continue expanding the portfolio, you will have the opportunity to join the team at an exciting time of growth.
Each and every member of the C&C team is the key to our success - and ensuring everything works like clockwork! Our team is truly the heart and soul of our business, so we offer an excellent package and the opportunity to enhance your career. As well as a competitive industry salary of £28,000 per annum depending on experience, the benefits include:
- 32 days holiday including bank holidays with an additional day per year, up to 35 days.
- Crabtree & Crabtree will contribute up to a maximum of 3% into your pension scheme.
- A £500 voucher towards the cost of having a holiday in any of the properties in the Crabtree & Crabtree portfolio.
- A friends and family discount scheme.
- A paid day to volunteer with our chosen charity.
- Fun social gatherings.
SALARY
£28,000 per year
APPLICATION PROCESS
To apply, please send your CV and a cover letter to hr@crabtreeandcrabtree.com
PRIVACY POLICY
Please click here to view our privacy policy.
Housekeeper / Cleaner
ABOUT THE ROLE
Crabtree & Crabtree is looking for reliable and experienced housekeepers and cleaners to help keep its portfolio of luxurious holiday homes spick and span.
If you’re a whizz with a feather duster, keep things in impeccable order and fancy working in some of the finest holiday homes in the North of England and South of Scotland, then we'd love to hear from you.
Changeover days may vary but typically will fall on a Friday with additional weekday changeovers (usually on a Monday) depending on owner preferences. Contract arrangements and details of working hours will be agreed directly with the property owner. Please note that you will work for individual owners and not directly for Crabtree & Crabtree.
Key responsibilities
- Thorough changeover cleaning to ensure properties are presented to the highest standard.
- Guest liaison/call outs if a problem cannot be sorted out over the telephone.
- Management of laundry collection, delivery and itemised stock checks.
- Providing and managing the supply of housekeeping items and guest supplies (including cleaning products, loo roll, soap etc.)
- Arranging and providing a welcome pack for guests
- Full management service – should this be required.
JOB DETAILS
This is a part time role. There are plenty of opportunities for work in Northumberland, including on Holy Island, and across the Scottish Borders.
APPLICATION PROCESS
To apply, please send your CV, details of your work history and experience, your hourly rate, plus the area you can cover to property@crabtreeandcrabtree.com or call 01573 221302 for more information.
PRIVACY POLICY
Please click here to view our privacy policy.