Guest Experience & Ground Operations

Job Title: Guest Experience & Ground Operations

Location: Various Madestays Properties, Storage Sites & Central London Office
Employment Type: Flexible (0-Hour Contract; Part-time / Full-time availability)
Compensation: £13–£18 per hour (based on experience and availability)

About Madestays

Madestays is London’s leading luxury property management company, redefining how premium homes are prepared, maintained, and presented to discerning guests. With a £180M+ portfolio of design-led homes, we deliver flawless hospitality experiences that combine 5-star service with operational excellence.
As we expand, we’re building a flexible on-the-ground operations team - reliable, detail-oriented professionals who help us deliver seamless stays at scale.

Role Overview

As part of Madestays’ Ground Operations & Guest Support team, you’ll be the on-site presence that ensures our homes meet the highest standards. From welcoming guests to troubleshooting household issues, you’ll keep properties guest-ready and ensure turnovers run smoothly.

This is a hands-on, dynamic role - perfect for someone reliable, adaptable, and looking to grow with a fast-scaling hospitality-tech brand.

Key ResponsibilitiesGuest & On-Site Support

• Greet and welcome guests during check-ins, providing a professional and friendly first impression.

• Deliver a seamless arrival experience: assist with key handovers, lockbox access, and orientation.

• Handle urgent guest requests (amenities, troubleshooting, replacements) with speed and professionalism.

Property Operations & Turnovers

• Execute turnover checklists: restock consumables, check linens, and ensure homes are staged to Madestays’ brand standard.

• Conduct post-stay condition reports, documenting damages, defects, and missing items via mobile app.

• Perform light cleaning/tidying when needed to ensure homes are guest-ready.

• Support property setup days: move furniture, assist with staging, and coordinate with contractors.

Logistics & Maintenance Support

• Pick up and deliver supplies across properties (linens, cleaning items, tools, decor, etc.).

• Manage and update property and storage inventory.

• Troubleshoot common issues (Wi-Fi, heating, hot water, appliances) before escalation.

• Provide on-site access and support to contractors and vendors.

• Report maintenance issues and escalate appropriately to the central ops team.

What We’re Looking For

• Reliable, punctual, and proactive.

• Sharp attention to detail - you notice the small things that make a big difference.

• Tech-savvy: comfortable using apps, logging reports, and taking clear photos.

• Strong communicator with a guest-first mindset.

• Physically fit - able to lift 30–50 lbs and be on your feet for extended periods.

• Flexible availability: evenings, weekends, and short-notice assignments.

Nice to Have

• Previous hospitality, housekeeping, logistics, or property management experience.

• Handy with small fixes (light bulbs, batteries, minor DIY).

• Full UK driving licence (or reliable transport across London).

Why Join Us?

• Competitive pay: £13–£18/hr based on experience.

• Flexible shifts — work when available, across different property types.

• Become part of a fast-scaling company at the forefront of luxury StayTech.

• Clear pathway to more responsibility — training, supervisor roles, or progression into permanent Property Ops roles.

Job Type: Full-time

Work Location: In person