Customer Experience Executive (Part time)

Host-&-Stay-; York and North Yorkshire; On-site; GBP 23,000 - 29,000; Part time

Job summary

Host & Stay is seeking a Customer Experience Executive for Allerthorpe to deliver outstanding service to guests and lodge owners. The role is on-site, part-time (15 hours/week) with a rotating schedule, including weekends, and an on-call component with enhanced pay. You will manage check-ins, support bookings, and maintain strong owner relationships.

You will work closely with the property management team to maintain compliance, guest satisfaction, and operational excellence across the portfolio.

Qualifications

• Exceptional verbal and written communication skills.
• Strong problem-solving, negotiation, and conflict resolution abilities.
• Customer and owner-focused mindset with a drive to exceed expectations.
• Ability to manage multiple priorities and remain calm under pressure.
• Awareness of property compliance, health, safety, and operational standards.
• Hands-on, proactive approach with the ability to work independently on-site.
• Ability to liaise with the public and clients professionally.
• Efficient communicator with a professional and customer orientated approach.
• Complete problem-solving skills, analytical skills, & decision-making skills.
• In-depth ability to understand data & identify trends and patterns.

Responsibilities

• Welcome guests on-site, handling check-ins, and providing guidance about the property and local area.
• Build strong relationships with guests to enhance their holiday experience.
• Handle enquiries and complaints promptly, taking ownership and resolving issues both on-site and remotely.
• Support guests during their stay, offering solutions and assistance when needed.
• Assist guests with bookings, guidance on accommodation, and holiday-related queries.
• Respond to guest reviews, investigate concerns, and implement corrective measures.
• Maintain accurate records of all guest interactions and feedback.
• Develop and maintain strong, professional relationships with property owners, providing regular updates and on-site meetings as required.
• Manage owner enquiries, including invoicing, property performance, maintenance, and compliance requirements.
• Collaborate with the Onboarding team to transition new properties into the portfolio.
• Confidently resolve owner challenges and complaints on-site and remotely, ensuring satisfaction.
• Prepare reports for your owners, line manager, or Director regarding property performance, guest feedback, and operational concerns.
• Complete quarterly calls or on-site meetings with your owners to ensure the property is performing and we are maximising their profits.
• Act as the first point of contact for guests and owners visiting Prestige Lodges Allerthorpe.
• Ensure lodge properties are guest-ready.
• Conduct on-site inspections, handovers, and property checks when needed.
• Support emergencies at the property, ensuring safety protocols are followed.
• Liaise with other departments to resolve operational issues.
• Work collaboratively with other departments to ensure smooth business operations.
• Participate in training and development activities as requested.
• Take ownership of problems and ensure they are resolved efficiently for both guests and owners.

Skills

Communication

Problem-solving

Customer focus

Multitasking

On-site presence

IT literacy

Organised

Job description

We’re looking for hardworking, driven, and passionate candidates to join our team as we get set for further growth in 2026, helping our owners to maintain their high quality properties, and to ensure our guests receive the very best customer service whilst staying with us.

Are you passionate about customer service and looking for a new, exciting challenge? If you answered yes, then look no further, this role is just what you are looking for.

As a Customer Experience Executive at Prestige Lodges, Allerthorpe, you will play a vital role in delivering exceptional experiences for both our guests and lodge owners. You'll bring a genuine passion for customer service and strong problem‑solving skills, managing guest check‑ins and check‑outs, holding on‑site meetings with owners, and providing support via phone, email, and social media.

This is a hands‑on role, working "on the ground" to ensure the smooth day‑to‑day running of the lodges. You'll support the wider property management team, maintain compliance standards, and focus on maximising customer satisfaction and owner confidence throughout every stage of the journey.

By combining proactive guest engagement, responsive owner support, and hands‑on property management, this role ensures that every interaction and every property under your care reflects our commitment to delivering outstanding service, maintaining property standards, and creating memorable experiences for both guests and owners at Prestige Lodges, Allerthorpe.

Working Hours

This is a part‑time role working 2 days per week (7.5 hours per day, 15 hours per week), on a four week rotating rota which includes weekend work. Your normal working hours will be between 9:00am and 7:00pm.

On-Call Requirement

As part of the role, you will participate in an on‑call rota, during which you will be available to assist guests with telephone enquiries until 8:00pm. On‑call shifts are separate from your normal working hours and will be paid in addition to your regular salary through an enhanced supplement payment.

Salary

£26,000 FTE

To be considered for this role, you MUST have:

• Exceptional verbal and written communication skills.
• Strong problem‑solving, negotiation, and conflict resolution abilities.
• Customer and owner‑focused mindset with a drive to exceed expectations.
• Ability to manage multiple priorities and remain calm under pressure.
• Awareness of property compliance, health, safety, and operational standards.
• A Hands‑on, proactive approach with the ability to work independently on‑site.
• Ability to liaise with the public and clients professionally.
• Be an efficient communicator with a professional and customer orientated approach.
• Complete problem‑solving skills, analytical skills, & decision‑making skills.
• In depth ability to understand data & identify trends and patterns..
• Able to work unsupervised and on own initiative.
• Competent with the use of information technology.
• Organised and can prioritise tasks.
• A friendly and enthusiastic attitude.

And Day to Day? You will be responsible for:

Guest-Facing Responsibilities

• Welcome guests on‑site, handling check‑ins, and providing guidance about the property and local area.
• Build strong relationships with guests to enhance their holiday experience.
• Handle enquiries and complaints promptly, taking ownership and resolving issues both on‑site and remotely.
• Support guests during their stay, offering solutions and assistance when needed.
• Assist guests with bookings, guidance on accommodation, and holiday‑related queries.
• Respond to guest reviews, investigate concerns, and implement corrective measures.
• Maintain accurate records of all guest interactions and feedback.

Owner-Facing Responsibilities

• Develop and maintain strong, professional relationships with property owners, providing regular updates and on‑site meetings as required.
• Manage owner enquiries, including invoicing, property performance, maintenance, and compliance requirements.
• Collaborate with the Onboarding team to transition new properties into the portfolio.
• Confidently resolve owner challenges and complaints on‑site and remotely, ensuring satisfaction.
• Prepare reports for your owners, line manager, or Director regarding property performance, guest feedback, and operational concerns.
• Complete quarterly calls or on‑site meetings with your owners to ensure the property is performing and we are maximising their profits, keeping their property and performance on track.

On‑Site & Operational Responsibilities

• Act as the first point of contact for guests and owners visiting Prestige Lodges Allerthorpe.
• Ensure lodge properties are guest‑ready.
• Conduct on‑site inspections, handovers, and property checks when needed.
• Support emergencies at the property, ensuring safety protocols are followed.
• Liaise with other departments to resolve operational issues.

General Duties

• Work collaboratively with other departments to ensure smooth business operations.
• Participate in training and development activities as requested.
• Take ownership of problems and ensure they are resolved efficiently for both guests and owners.

Who is Host & Stay?

Host & Stay is based in Saltburn‑by‑the‑sea and provides full service holiday home property management to over 1000 properties across the UK. Host & Stay was born from a love and passion for property, and a desire to lead the change in an age old industry.

Our vision is simple, to help property owners maximise their income, maximise their returns, and reduce their fees and their hassle. We are on a mission to make the UK one of the most popular, guest centric holiday destinations in the world - but not at the expense of holiday homeowners paying high management fees and seeing very little, if any return on their investments. We want our customers and communities to succeed and thrive.

We have ambitious plans for further growth and impact, and we need the right people to take this leap with us. It may be challenging at times, but you can be assured that it is going to be rewarding and inspiring. After all, we are changing lives, every day, in all that we do.

Why choose us?

The team here at Host and Stay genuinely care about the work we do to transform the lives of our customers and we think this is a pretty big reason to love your career at Host and Stay.

Our people are our best asset, so we want to make sure your wellbeing is the best it can be. Our responsibilities as an employer extend beyond the workplace, we want to make sure we can help and support you when you need it most.

Any Questions?

If you have access requirements you would like us to be aware of, please contact the Recruitment Team on e: [e-mail] - we will be happy to help!

We are proud to be a Disability Confident Employer.