Partnerships Support Executive

Location: Remote - United Kingdom

Reporting to: Global Partnerships Support Manager (London-based)

About the role

The Partnerships Support Executive (PSE) will report to the Global Partnerships Support Manager, and be primarily concerned with providing first-class support to Mr & Mrs Smith’s hotel & villa partners.


The PSE will be expected to contribute to the wider partnerships team globally, ensuring the business continues to invest in the areas of largest return, and contribute beyond their day-to-day role to the commercial team and broader business, both culturally and commercially.


• Serve as the first point of contact for all hotel & villa partners, assisting and responding to queries and requests in a timely manner 

• Handle multiple queries simultaneously via phone and email with flair and personality

• Work alongside our hotel & villa partners to ensure their properties are represented to a high standard, including offer loading, training on Mr & Mrs Smith systems, connecting them with third-party channel management systems and ensuring all properties on the site comply with the Mr & Mrs Smith terms and conditions

• Ensure competitiveness by improving and maintaining product quality, including rates, offer depth and inventory availability

• Deal with all extranet-related queries both externally and internally

• Work closely with our expert team of travel specialists to resolve any barriers to booking

• Contribute to the wider Partnerships team, meeting and exceeding KPIs

• Assist with b2b booking partner support when needed (including but not limited to British Airways Holidays, DialAFlight, Vitality, Travel Counsellors and Audley)


• Travel industry experience, preferably within an online travel agent or other online environment

• Ability to remain calm and positive under pressure, and to analyse and diplomatically resolve difficult situations

• Commercial acumen and an analytical mindset

• Ability to work in a fast-paced team, prioritising a busy workload

• Understanding of hotel distribution, rates and inventory management

• Love of boutique travel and a keen eye for style and design

• Exceptional communication skills and an innate ability to engage people from all walks of life 

• Attention to detail and exemplary follow up

• Familiarity with Google Drive, Microsoft Office (Excel proficiency is a must), and quick adoption of new databases and systems

• Fluency in a second language to business standard (preferred but not essential)

• Legal eligibility to work in the United Kingdom


To apply for this role, please include your CV and a covering letter in this form.