Guest & Owner Experience Lead

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

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.