Job Overview: Customer Experience Executive (Part-Time)

Host & Stay, one of the UK’s fastest-growing holiday home management companies, is recruiting a Customer Experience Executive to be based on-site at Prestige Lodges, Allerthorpe. This is a high-responsibility, “hands-on” role that serves as the primary link between holiday guests and property owners. You will be responsible for ensuring the operational excellence of luxury lodges while maximizing owner profits and guest satisfaction.

Job Summary

Employer: Host & Stay (part of the SDDE Smith Group)
Location: Prestige Lodges, Allerthorpe (YO42), near York
Role Type: Part-time / Contractor
Hours: Shifts between 09:00 – 19:00, including a weekend day in rotation.
Core Focus: On-site property management, guest relations, and owner consultancy.

Key Responsibilities

1. Guest Experience

The Welcome: Managing physical check-ins and check-outs, acting as a local expert to provide guidance on the Allerthorpe area.
Issue Resolution: Taking full ownership of on-site complaints or maintenance emergencies, ensuring a “memorable experience” even when problems arise.
Feedback Loop: Monitoring and responding to guest reviews and implementing corrective measures on-site.

2. Owner Relations

Performance Consulting: Conducting quarterly on-site meetings with lodge owners to review property data, occupancy trends, and profit maximization.
Onboarding: Collaborating with the head office in Saltburn to transition new luxury lodges into the Allerthorpe portfolio.
Compliance: Ensuring all properties meet strict health, safety, and holiday-letting regulations.

3. On-Site Operations

Quality Control: Conducting rigorous property inspections to ensure lodges are “guest-ready.”
Logistics: Liaising with cleaning and maintenance departments to resolve operational bottlenecks quickly.

Requirements & Skills

Communication: Exceptional verbal and written skills; ability to negotiate and resolve conflicts with high-net-worth property owners.
Analytical Mindset: Ability to understand property data, identify trends, and prepare performance reports.
Proactive Nature: Must be comfortable working unsupervised and taking initiative during emergencies.
Tech Savvy: Competent with information technology and property management software.
Attitude: A “Disability Confident” employer looking for friendly, enthusiastic, and highly organized professionals.

Why Choose Host & Stay?

Growth Trajectory: Part of a business managing over 1,000 properties across the UK with ambitious 2026 expansion plans.
Company Culture: A vision-led company that prioritizes employee wellbeing and “transforming the lives” of its customers.
Inclusion: A certified Disability Confident Employer with a dedicated recruitment support team for access requirements.

Strategic 2026 Context: Your 159th Market Entry

This role represents the “Luxury Tourism & Property Tech” tier of your 159-role York dataset.

The “Allerthorpe Hub” (YO42): Along with the Heslington Fresh Foods driver role, this confirms the YO42/Allerthorpe corridor as a booming sector for York’s “Luxury Leisure” economy. This area caters to a different demographic than the city-center Bettys or M&S roles.
The “Data-Driven” Executive: Unlike the St Leonard’s Volunteer or Mitie Cleaner roles, this position requires “analytical skills to identify trends.” In 2026, even “on-the-ground” hospitality roles in York now demand a level of data literacy to manage dynamic pricing and property performance.

The Hybrid Contractor Model: This entry highlights the 2026 shift toward “Part-time Contractor” roles for professional services. It offers the flexibility of the Unity App-based Cleaner but with the corporate structure and “Disability Confident” protections of a major employer.

Host & Stay (frequently associated with its local York arm, Stays York) is a leading luxury holiday let management agency. In York, the company operates as a high-touch, end-to-end service provider for both property owners looking to maximize rental income and guests seeking premium, “home-from-home” city breaks.

Company Description & Culture

Host & Stay operates with a culture of “Tech-Enabled Hospitality.” As a family-run business that has scaled rapidly across the UK, they blend a “twenty-first-century approach”—utilizing dynamic pricing algorithms and digital welcome guides—with traditional hospitality values.

The culture is proactive, professional, and performance-driven. For owners, they act as a strategic investment partner; for guests, they aim to be “super-hosts” who provide hotel-standard cleanliness with the flexibility of a private apartment. Internally, the organization is known for a fast-paced but collaborative environment, valuing “Excellence, Partnership, and Integrity” (their EPIC values).

Key Organisation Highlights (2026)

Category	Details
York City Office	7 High Petergate, York, YO1 7EN (Near York Minster)
Primary Industry	Holiday Let Management & Luxury Short-Stay Accommodation
Portfolio Scale	Over 950 properties across the UK, with a significant York cluster
Client Promise	Typically earn owners 30% more than traditional competitors
Guest Standards	Professional cleaning, 24/7 support, and premium “welcome packs”
Key Accolade	Preferred Partner status with major platforms like Airbnb and Booking.com

Services in the York Region

Host & Stay provides a comprehensive “hands-off” management model for York property owners:

Marketing & Photography: Using professional interior photography and listing properties on over 20 platforms, including Airbnb, VRBO, and their own high-traffic booking site.
Dynamic Pricing: Using real-time data to adjust nightly rates based on York’s event calendar (e.g., York Races, Christmas Markets) to maximize occupancy.
Housekeeping & Laundry: Managing a local team of professional cleaners who provide high-end linens, towels, and “hotel-standard” turnovers.
Compliance & Maintenance: Ensuring properties meet all UK fire safety and short-term let regulations, including 24/7 emergency maintenance cover.

Working at Host & Stay York

The company is recognized as an innovative employer in the North Yorkshire real estate sector:

Inclusive Environment: Staff reviews frequently cite a “family-friendly feel” and highly inclusive recruitment processes.
Employee Wellbeing: Benefits in 2026 include a comprehensive health, dental, and vision package, alongside specialized “holistic wellness” programs.
Flexible Growth: Cleaners and field staff often praise the flexibility to work around school runs, while office-based roles enjoy a mix of city-center presence and hybrid options.
Training: New starters receive a structured induction and monthly reviews, with pathways into property management or recruitment administration.

Property Profiles in York

The York portfolio is characterized by “Style and Class.” Notable properties often managed under the brand include:

The Hideaway (Bootham Row): A modern, high-spec apartment just outside the city walls.
Pear Tree House: A spacious, beautifully furnished townhouse frequently used for multi-generational family stays.
Fern Apartment: A stylish, boutique-style unit near the river Ouse, favored by couples.

To apply for this job please visit www.sltda.gov.lk.