PROPERTY OPERATIONS & GUEST EXPERIENCE MANAGER
Location: Peterborough
Job Type: Full-Time
Industry: Serviced Accommodation / Corporate Accommodation
ABOUT US
We don’t mean to brag… but we think we’re building something pretty special! ;-)
At Next Move Stays, we provide premium serviced accommodation for businesses, relocation companies, insurance providers, contractors and professionals across the UK.
Our purpose is simple:
To provide the reliability of a hotel with the comfort of home.
We’re not trying to become another accommodation provider…
We’re building the easiest company in the UK to book corporate accommodation with.
And to achieve that, we need exceptional people behind the scenes making sure every property, every guest stay and every interaction lives up to that promise.
THE OPPORTUNITY
We’re looking for a proactive, highly organised and commercially minded Property Operations & Guest Experience Manager to take ownership of our serviced accommodation portfolio in Peterborough.
This is not your typical Property Manager position.
You won’t simply be sitting behind a desk logging maintenance issues and forwarding emails.
You will be our eyes and ears on the ground in Peterborough.
You’ll be responsible for making sure our guests receive an exceptional experience, our properties are maintained to a high standard, compliance is always up to date, contractors perform when required, and opportunities to improve and grow the portfolio are identified.
Your core responsibilities will cover:
Guest Experience
Property Operations
Maintenance & Home Improvements
Compliance & Safety
Portfolio Growth & Acquisition Support
Operations and guest experience will always come first.
Portfolio growth will be an important secondary part of the role, allowing you to help identify new opportunities without carrying the responsibilities of a full-time salesperson.
GUEST EXPERIENCE MANAGEMENT
Our guests are at the heart of everything we do.
You will take ownership of their experience from before they arrive until after they leave.
You will:
- Manage guest communications before, during and after stays.
- Ensure guests receive clear check-in and arrival information.
- Make sure properties are fully prepared before every arrival.
- Handle the additional requirements of corporate, VIP and longer-stay guests.
- Maintain our welcome experience and welcome packs.
- Respond quickly and professionally to guest questions.
- Take ownership of guest issues until they are fully resolved.
- Coordinate cleaners, maintenance teams and contractors when required.
- Carry out guest courtesy checks during longer stays where appropriate.
- Respond professionally to online reviews.
- Identify opportunities to turn happy guests into repeat customers.
- Build relationships with corporate guests and booking contacts.
- Record guest preferences that can improve future stays.
- Look for ways to continually improve the guest experience.
We don’t want someone who simply says:
“I’ve reported the problem.”
We want someone who says:
“I’ve taken care of it.”
PROPERTY MANAGEMENT, MAINTENANCE & HOME IMPROVEMENTS
You’ll take pride in our properties and make sure they consistently meet the standards expected by corporate guests.
You will:
- Carry out regular property inspections.
- Identify maintenance issues before they become guest complaints.
- Coordinate reactive and preventative maintenance.
- Manage repairs and property improvement projects.
- Recommend improvements to furniture, décor and property presentation.
- Help improve the overall quality and appearance of our accommodation.
- Obtain quotations from contractors.
- Compare quotes and negotiate pricing where appropriate.
- Monitor contractors while works are being completed.
- Inspect completed works to ensure they meet our standards.
- Monitor furniture, appliances and property inventory.
- Identify items that need repairing or replacing.
- Coordinate property preparation when new accommodation is added to the portfolio.
You will also build and maintain a reliable local network of:
- Builders
- Plumbers
- Electricians
- Gas engineers
- Locksmiths
- Handymen
- Decorators
- Cleaners
- Emergency contractors
The aim is simple:
When something goes wrong, we already know who to call.
COMPLIANCE & SAFETY MANAGEMENT
Our properties must not only look great.
They must be safe, compliant and properly managed.
You will help maintain accurate records and monitor requirements including:
- Gas Safety Certificates.
- Electrical Safety / EICRs.
- Fire safety requirements.
- Smoke alarms.
- Carbon monoxide alarms.
- Fire risk assessments where applicable.
- PAT testing where applicable.
- Emergency lighting where applicable.
- Property licensing where applicable.
- Insurance requirements.
- Other relevant health, safety and property compliance requirements.
You will maintain an organised compliance calendar and ensure inspections, certificates and renewals are arranged before they expire.
Our goal is:
No surprises. No expired certificates. No avoidable compliance failures.
PORTFOLIO GROWTH & ACQUISITION SUPPORT
As our Peterborough operation grows, you will also help us identify the right properties and relationships to expand the portfolio.
This is a supporting part of the role rather than a standalone sales position.
You will:
- Identify potentially suitable new properties.
- Build relationships with landlords and letting agents.
- Attend property viewings.
- Inspect potential accommodation.
- Assess whether properties meet Next Move Stays standards.
- Consider location, parking, transport links, condition and corporate guest suitability.
- Identify potential improvements required before onboarding.
- Present suitable opportunities to management.
- Help coordinate the onboarding of approved properties.
- Inspect properties before launch.
- Ensure newly onboarded accommodation meets our quality standards.
- Build relationships with property owners.
- Develop relationships with relocation agencies and corporate accommodation partners.
- Identify accommodation requirements from existing corporate customers where appropriate.
You will help create opportunities.
Final commercial approval, major negotiations and property sign-off will remain with management.
WHAT SUCCESS LOOKS LIKE
We believe in measuring results, not simply being busy.
Your performance will be measured against clear KPIs.
Guest Experience
Net Promoter Score
Maintain consistently strong guest satisfaction and recommendation levels.
Repeat Guest Percentage
Increase the percentage of guests and corporate customers who return and book with us again.
Online Review Rating
Maintain an average guest review rating of:
4.7 / 5 or above
Guest Issue Resolution
Urgent guest issues should be acknowledged quickly and resolved within the same day wherever reasonably possible.
PROPERTY & COMPLIANCE KPIs
Compliance & Safety
Target: 100% compliance
No expired required certificates or unresolved critical safety issues.
Property Inspections
100% of scheduled property inspections completed and recorded.
Maintenance Response
Emergency maintenance should be responded to immediately.
Urgent maintenance should be addressed within the same day wherever reasonably possible.
Routine maintenance should be completed within agreed timescales.
Vendor Management
Maintain a reliable contractor network while monitoring:
- Quality.
- Cost.
- Response times.
- Reliability.
- Repeat issues.
PORTFOLIO GROWTH KPIs
Growth will be measured on the quality of opportunities created rather than simply chasing numbers.
KPIs may include:
- Suitable properties identified.
- Property viewings attended.
- Qualified property opportunities presented.
- New landlord relationships developed.
- New letting agent relationships developed.
- New relocation agency relationships developed.
- Properties successfully onboarded.
- Newly onboarded properties passing quality and compliance checks.
THE PERFECT CANDIDATE
You’ll probably be someone who:
- Takes ownership rather than waiting for instructions.
- Is highly organised.
- Notices problems before other people do.
- Enjoys dealing with people.
- Provides exceptional customer service.
- Remains calm when problems arise.
- Is comfortable managing contractors.
- Can challenge poor-quality workmanship professionally.
- Has strong attention to detail.
- Is commercially aware.
- Can negotiate contractor quotations.
- Can build relationships with landlords and agents.
- Is comfortable working independently.
- Is confident communicating with corporate customers.
- Can prioritise urgent tasks.
- Is comfortable using WhatsApp, email and property management software.
- Takes pride in presenting properties to a high standard.
- Understands that hospitality is about the little details.
Previous experience within:
- Serviced accommodation.
- Hotels.
- Property management.
- Lettings.
- Facilities management.
- Hospitality.
would be highly desirable.
WHAT YOUR TYPICAL DAY COULD LOOK LIKE
No two days will necessarily be the same — and that’s part of what makes this role interesting.
9:00am – Grab a coffee and review overnight guest messages, upcoming arrivals and any maintenance issues.
9:15am – Respond to guest communications and check that today’s arrivals have everything they need.
9:45am – Team catch-up to review priorities, arrivals, departures, maintenance and any urgent issues.
10:00am – Visit a property to complete a pre-arrival inspection and make sure everything is guest-ready.
11:00am – Meet a contractor to review a maintenance issue, obtain a quote or inspect completed works.
12:00pm – Carry out a scheduled property inspection and identify any repairs, improvements or stock requirements.
1:00pm – Lunch.
1:45pm – Review upcoming compliance renewals and arrange any required inspections or certificates.
2:30pm – Attend a viewing for a potential new property and assess whether it would suit our corporate accommodation model.
3:30pm – Follow up with landlords, letting agents, contractors or relocation partners.
4:00pm – Update maintenance records, property inspection reports and compliance information.
4:30pm – Check upcoming arrivals, guest requirements, welcome packs and outstanding property tasks.
5:00pm – Follow up with a longer-stay corporate guest to make sure everything is going well.
5:30pm – Review today’s results, update management and prepare tomorrow’s priorities.
6:00pm – Finish for the day.
Because this is property and hospitality, occasionally the unexpected will happen.
A boiler might stop working.
A guest might need assistance.
A contractor might let us down.
When that happens, we’re looking for someone who stays calm, takes ownership and gets things sorted.
THE NITTY GRITTY
- Full-time position.
- Monday to Friday.
- Working hours: 9:00am – 6:00pm.
- Based in Peterborough.
- Predominantly field-based across our serviced accommodation portfolio.
- Flexible working available where appropriate.
- Competitive salary.
- Performance-related incentives for portfolio growth.
- Ongoing training and development.
- Company pension.
- Paid holidays.
- Career progression opportunities.
- Opportunity to grow your responsibilities as the portfolio expands.
You will need:
- A full UK driving licence.
- Access to your own vehicle.
- Excellent communication skills.
- Strong organisational skills.
- Confidence dealing with guests, landlords, agents and contractors.
- The flexibility to respond to occasional genuine property emergencies.
WHY THIS ROLE MATTERS
We’re on a mission to become the go-to provider of corporate serviced accommodation in the UK.
That doesn’t happen without great people.
A beautiful apartment means very little if the heating doesn’t work.
A great website means very little if a guest arrives and the property isn’t ready.
A new property means very little if it doesn’t meet our standards.
That’s why this role matters.
You will help protect the experience our guests receive, the quality of our properties and the reputation of Next Move Stays.
You will also help us grow without allowing our standards to slip.
We’re looking for someone who wants to grow with us, take ownership of their role and be proud of the difference they make every day.
If you’re ambitious, motivated and excited by the idea of helping build something special…
We’d love to hear from you.
YOUR NEXT STEP
If you’ve read this far and thought…
“This sounds exactly like the opportunity I’ve been looking for.”
Then don’t wait.
Apply today and become part of the Next Move Stays journey.
Let’s build something incredible together.
Pay: £26,000.00-£30,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Work from home
Application question(s):
- Do you still want this job?
- Do you have previous experience in property management, serviced accommodation, hospitality, lettings or facilities management?
- Yes / No
- This is a hands-on role involving property inspections, contractor management, guest issues and occasional urgent situations. Are you comfortable with this?
- Yes / No
Work Location: Hybrid remote in Peterborough PE1 2UT
