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Customer Experience Executive

2 weeks ago

York YO, United Kingdom Host & Stay Full time £25,000 - £35,000 per year

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:

One weekend day will be part of the working week, rotas will be given in advance so you'll always know your shifts ahead of time.

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.
  • Maintain professional appearance and uphold company standards for grooming and dress.
  • 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 1,200 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're 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.

Our offices are more than just the space we work in. We encourage inspiration, creativity, and productivity in a relaxed and comfortable environment. We're looking for people who are travelling in the same direction when it comes to the way we work, live our values, and deliver our services. 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.