INTRODUCTION FOR NEW HOMEOWNERS
welcome Following the completion of your property purchase, Together Travel are delighted to welcome you to our homeowner community at Trewhiddle Village. Over the coming weeks, both our central and location based teams will be making contact with you, to guide you through the onboarding process.
the next steps after completion Legal Completion of Property Purchase
Introduction from General Manager or On-Site Team • Discuss Potential Planned Works, New FF&E, Refurbishments and Deliveries
• Welcome to the Site • Guide to General Operations
• Confirmation of Homeowner Details supplied in the Initial Reservation Form
• Key Management
Introduction from Sales & Revenue Manager • Guide to Pricing & Rate Restrictions
• Schedule Owner Stays/Blackout Dates
• Creation of Login Details for Owner Portal
• Explanation of Owner Booking Alerts
• Overview of Forward Business
• Understand Revenue Expectations • Third Party Channels
Introduction from Marketing Manager • Overview of our Marketing Strategy
• Guide to Photography
• Process for Listing Amendments
• Website Placement
• Social Media
• Social Media
Introduction from Finance Team •
Guide to Owner Statements, Charges and Payments •
Key Dates
Please be advised that Together Travel as a business receive preferential ‘commercial rates’ on certain utilities, which are no longer are valid under individual private ownership. We therefore recommend that you switch suppliers immediately in order to avoid high standing charges. Please liaise with Donna from our Finance Team if you require further information on this.
meet the team Both the Central and Location teams are available for homeowners to contact regarding any queries. Please refer to the below business roles to determine the appropriate team member for any requests.
Laura Dubois MANAGING DIRECTOR
With an extensive background in international luxury hospitality, Laura has been with the business for over ten years; and was instrumental in establishing our early operations in Europe and America. Laura takes an active role in the business, driving the commercial strategy alongside our marketing and revenue teams so that we remain relevant within the premium holiday market. She is based in Cheshire and regularly travels across our portfolio to meet with guests and owners, to ensure our brand principles and company ethos are embodied throughout our locations. 01625 416 430 l.dubois@togethertravel.co.uk
Andrew Scarr SENIOR GENERAL MANAGER
Originally joining us as the Team Leader for Trewhiddle Village over eight years ago, Andrew’s dedication has seen him progress through the business. He has worked in several Together Travel locations and is therefore well placed to provide support to the wider General Management Team, whilst keeping his feet firmly rooted in our Cornish operations. Andrew is your point of contact for any queries regarding operational matters, annual services, contractors & quotes, service charges, the owner portal or contractual points. 01726 723 22 a.scarr@togethertravel.co.uk
Stacey Lee A S S I S TA N T G E N E R A L M A N A G E R
Having gained experience working at each of our locations across the UK (as well as our central team), Stacey has been with Together Travel for over 6 years and is exceptionally well-equipped when it comes to managing the day to day operations of the properties at Trewhiddle Village. Raised in Cornwall, Stacey is a fountain of knowledge on the local area and is always happy to share! Stacey is the Team Member to contact if you have any maintenance, cleaning or property queries, that require further information. 01726 723 22 s.lee@togethertravel.co.uk
Nathan Metcalfe REVENUE MANAGER
Having built substantial experience in rate management for one of the largest holiday rental companies in the UK, Nathan now oversees all aspects of rate setting, analysis, strategy and inventory for Together Travel. For any queries regarding guest stays, owner alerts, availability, pricing, promotion or owner stays, Nathan is your main point of contact. 01625 416430 n.metcalfe@togethertravel.co.uk
Jessica Peake MARKETING MANAGER
Responsible for all aspects of on and offline marketing, Jess has been with Together Travel for over 6 years and is central to creatively communicating our exceptional products and brand, whilst maintaining a keen commercial strategy. Jess is your main point of contact for any queries regarding the Together Travel website, content or imagery for your listing. j.peake@togethertravel.co.uk
Vicky Doxey S E N I O R F I N A N C E M A N A G E R | v.doxey@togethertravel.co.uk
Donna Dixon S E N I O R A P S P E C I A L I S T | d.dixon@togethertravel.co.uk
The Together Travel finance team are made up of Vicky, Donna and soon to be a new addition, working together to co-ordinate all aspects of financial management. The team are responsible for the creation of Owner Statements (a detailed view of income and expenses for the month), Payments (issued to owner on the 28th of each month) and all Invoices (service charges, utilities and additional maintenance).
Adam Gough H E A D O F P R O P E R T Y | a.gough@naturalland.co.uk
Sinead Mulvenney P R O J E C T C O - O R D I N A T O R | s.mulvenney@naturalland.co.uk
Heading up the Natural Land team, Adam and Sinead can be contacted for any questions concerning; your lease, planning enquiries, construction, furnishing or development. Should owners have any thoughts about developing or altering their properties, as per the lease agreement, they should make formal representations to the Landlord (this can be done via Natural Land) prior to commencing any planning investigations or starting any works. General and ongoing maintenance should be directed towards your General Manager. You will be notified of any future planning applications or developments on other parts of the estate, should there be any, by Natural Land as part of the due process.
the owner portal Your Supercontrol Owner’s Portal is designed to give you live insight into your property, on demand. Features of the Portal include the ability to view stays, make owner and guest of owner bookings, download owner statements and more. The Portal is organised using 5 links located on the top menu bar: Home, View & Add Bookings, Arrivals & Departures, Payments & Statement and Your Details.
home/add & view bookings
‘Home’ or ‘View & Add Bookings’ are the screens that are presented to you when you first log-on. They allow you to: • Select the year and your property using the dropdown features, to view all bookings
home/add & view bookings
Once you have selected the year and your property, this ‘availability calendar’ grid is presented to you. At first glance it shows you available dates, bookings and provisional holds. By clicking a GREEN date, you can add an owner booking using the pop-up form generated. By clicking a RED date, you can view further information on the guest booking selected. By clicking a BLUE date, you can see further information on the provisional hold.
arrivals & departures
Use the arrival calendars to select the date period you would like to view arrivals/ departures in, then press FILTER. The page will then produce a table detailing the booking number, guest name, number of guests, arrival and departure dates, arrival and departure times (if applicable), property name and any notes. To download this data to an Excel Spreadsheet - click EXPORT TO CSV.
payments & statements STATEME NT OF ACCOU NT
Use the calendars to select the date period you would like to run the statement for, then choose between the following options on the dropdown: arrival date or booking date. Then press FILTER. The subsequent table will provide you with information on commission, VAT, monies due to owner and payments due now. You can also select a date from the ‘commission due date’ drop-down to filter monies due by a specific date. To download this data to an Excel Spreadsheet or PDF - click the icons provided.
payments & statements PAYMENT SC H EDU LE
Use the calendars to select the date period you would like to run the payment schedule for, then press FILTER. The subsequent table will provide you with information on income, commission, VAT, expenses, monies due to owner and monies paid by the guest. To download this data to an Excel Spreadsheet or PDF - click the icons provided.
your details C HANGE PASSWORD
Use this page to change your password.
your details C HANGE CON TAC T DETA ILS
Use this page to change your contact details.
owner booking alert
Each time a guest booking is made into our system, the main contact listed on the owner profile will receive an ‘owner booking alert’ via e-mail, similar to the above. The alert contains basic information such as the guest booking number, the full guest name, arrival and departure dates, number of guests and the net value of the booking that is due to the owner.
owner communications W HAT YOU C AN E XPEC T FROM TOGET HE R T R AV E L
Whilst all teams at Together Travel are always available for individual communications with homeowners, there are various documents that we send out on a regular basis that may answer any questions you have. Owner Statements are distributed on a monthly basis, detailing income and associated stay costs, with a clear total ‘due to owner’. These are produced by our Finance Team. Additionally, at the end of each quarter, all homeowners are sent (via your location team) a comprehensive PDF that details site updates, recent sales and marketing initiatives, local news, operational information and other points of note - providing you with a fantastic archive of how your location has been maintained, enhanced and promoted. Occasionally, our team may also send you a branded mailer with key updates - this method has been utilised more frequently during the pandemic as a way to communicate important health and safety messages.