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 day‑to‑day 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 follow‑through 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 (Booking.com, 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 long‑term rental properties.
* Handle tenant communications and respond to property‑related 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 short‑term 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 fast‑paced environment.
* Experience managing or updating OTA listings desirable.
* Experience responding to guest reviews desirable.
* Exposure to long‑term 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