At a Glance
- Tasks: Welcome guests, ensure properties are guest-ready, and handle urgent requests.
- Company: Join Madestays, London's leading luxury property management company.
- Benefits: Earn £13–£18 per hour with flexible shifts and growth opportunities.
- Other info: Perfect for those looking to grow in a fast-scaling hospitality-tech brand.
- Why this job: Be part of a dynamic team redefining luxury hospitality experiences.
- Qualifications: Reliability, attention to detail, and strong communication skills required.
The predicted salary is between 18 - 18 £ per hour.
Job Title
- Guest Experience & Ground Operations
- 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 Responsibilities Guest & 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 Stay Tech.
- Clear pathway to more responsibility — training, supervisor roles, or progression into permanent Property Ops roles.
- Job Type: Full-time
- Work Location: In person
Guest Experience & Ground Operations in London employer: Madestays
Madestays is an exceptional employer, offering a dynamic and flexible work environment in the heart of London’s luxury property management sector. With competitive pay and opportunities for growth within a fast-scaling hospitality-tech brand, employees can enjoy a supportive culture that values reliability and attention to detail. Join us to be part of a team that prioritises guest experience while providing clear pathways for career advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience & Ground Operations in London
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Madestays. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Madestays
Don't be shy about reaching out to Madestays directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest Experience & Ground Operations in London
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Madestays and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Madestays
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
