Client Executive

We are seeking a Client Executive to support the performance and management of a diverse property portfolio covering both short-term and long-term rental assets. Acting at the intersection of client management distribution and operations this role ensures that property owners guests and internal teams receive high-quality proactive support.

This is an ideal role for someone with strong client service and operational coordination skills who is eager to grow through hands-on portfolio management close collaboration with cross-functional teams and active involvement in improving listing performance across online travel agencies (OTAs)focusing on delivering excellent communication maintaining high-quality standards and driving consistent portfolio performance.

Responsibilities:

• Act as the primary daytoday operational contact for assigned property owners.
• Maintain strong and professional relationships through responsive communication.
• Manage and resolve client queries in coordination with internal teams.
• Track all client requests and ensure timely followthrough to completion.
• Manage the central client support inbox ensuring all enquiries receive timely responses.
• Triage incoming requests and distribute tasks to relevant teams where appropriate.
• Keep accurate records of all client communications and requests.
• Monitor and respond to guest reviews across major OTAs ( Airbnb Expedia Google TripAdvisor).
• Ensure all responses meet company tone quality and brand standards.
• Identify recurring feedback issues and escalate operational concerns internally. Track property review scores and highlight opportunities to improve guest satisfaction.
• Ensure all properties are accurately represented across OTA platforms.
• Regularly review listings to verify accuracy for photography descriptions amenities and key details.
• Collaborate with internal teams to update refine or improve listing content.
• Support the onboarding and launch of new listings to meet quality standards before going live.
• Maintain high visual and content standards for all listings.
• Identify opportunities to improve conversion rates through enhanced imagery or descriptions.
• Coordinate with relevant teams to execute visual and content updates.
• Monitor and report on the overall online performance and presentation of properties.
• Flag underperforming listings and recommend improvements.
• Support the preparation of performance reporting or updates for property owners as required.
• Assist in the management of longterm rental properties.
• Handle tenant communications and respond to propertyrelated queries.
• Coordinate maintenance and operational requests with internal teams.
• Maintain records of tenancy information and important dates.
• Work closely with operations revenue management and connectivity teams to resolve property or client issues.
• Ensure operational matters raised by guests or clients are escalated and resolved efficiently.

Requirements:

• Experience in hospitality property management or shortterm rental operations.
• Excellent written communication skills.
• Strong organisational skills with the ability to manage multiple priorities.
• High attention to detail.
• Ability to collaborate effectively with multiple teams in a fastpaced environment.
• Experience managing or updating OTA listings desirable.
• Experience responding to guest reviews desirable.
• Exposure to longterm tenancy or residential property management desirable.
• Familiarity with property management systems (e.g. Guesty) desirable

Benefits:

• 33 days of holidays including bank holidays
• Pension contributions per autoenrollment regulations
• Based at offices in central Edinburgh. Some travel in Scotland and England may be required