Homeowner Account Manager - South West of Scotland
Location: Office based during integration, moving to a home-based role
Working hours: Monday to Saturday initially, moving to Monday to Friday with a small number of scheduled weekends each year
About the role
At Travel Chapter, our homeowners are at the heart of everything we do. As a Homeowner Account Manager, you’ll be the main point of contact for owners of holiday properties that we market, managing a local portfolio of around 150 to 200 properties.
This is a data-led account management role that blends commercial decision-making with relationship building. You’ll have real ownership of your portfolio, with clear accountability for performance, quality and homeowner satisfaction.
The role has three core objectives:
* Increasing bookings and revenue across your portfolio year on year
* Building and maintaining strong, trusted relationships with homeowners
* Continuously improving the quality of the portfolio and the value it delivers
What you’ll be doing
Driving bookings and revenue
* Ensuring every property is presented in its best possible light across our website and relevant brands, while remaining a true and fair representation
* Writing and regularly reviewing property descriptions to appeal to each property’s target audience
* Selecting and ordering high-quality images that showcase the holiday experience and standout features
* Highlighting desirable features such as hot tubs, fireplaces and BBQ huts
* Setting and managing pricing strategies that balance occupancy and revenue
* Analysing booking performance, internal data and competitor pricing to identify opportunities to optimise performance
Maintaining and improving portfolio quality
* Advising homeowners on property upgrades and improvements, from décor refreshes to larger investments
* Recommending features that increase demand and guest satisfaction
* Identifying and removing barriers to bookings, such as restrictive booking conditions or conflicting external listings
* Reviewing Property Quality Scores and making clear, practical recommendations
* Identifying properties that no longer meet quality standards and supporting appropriate next steps
Building strong homeowner relationships
* Acting as a trusted advisor to homeowners, confidently discussing performance, feedback and complaints
* Proactively identifying potential issues through reviews and guest insight
* Maintaining regular contact through calls, visits and contact days
* Resolving challenges independently wherever possible, without escalation
* Supporting and attending owner events where relevant
Working collaboratively across the business
* Partnering with the New Business team to support smooth onboarding and integration of new owners
* Working closely with Managed Services teams to support owners using additional services
* Reviewing contractual terms and additional revenue streams to improve commercial outcomes
* Encouraging owner advocacy and recommendations
* Keeping up to date with relevant industry legislation and guidance
What we’re looking for
Essential
* Proven account management experience
* Strong ability to interpret data and identify trends and opportunities
* Results‑driven mindset with a focus on achieving and exceeding targets
* Excellent communication and influencing skills
* Confident IT skills, particularly Excel and Outlook
* Customer‑focused approach with experience managing a range of stakeholders
* Property knowledge and strong local geographical awareness
* Ability to work autonomously and manage time effectively
* Full UK driving licence
* Willingness to work a small number of scheduled weekends each year
* Comfortable following processes clearly and consistently
Desirable
* Experience in holiday letting, property or real estate
* Knowledge of the holiday property industry
* Photography or interior design skills
* Wales only: Fluency in Welsh, spoken and written
Why join Travel Chapter?
You’ll be joining a growing, people‑first business where your impact is visible and valued. This role offers genuine ownership, variety and the opportunity to build long‑term relationships with homeowners while shaping the quality and success of our portfolio.
If you’re commercially minded, people‑focused and enjoy seeing the results of your work, we’d love to hear from you.
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