Domus Stay
Operations Specialist
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About Domus Stay
At Domus Stay, we bring together the best of the capital’s design-led homes with dedicated guest services. To curate the most memorable stays, we connect people on the same wavelength: homeowners with properties that look and feel good, and switched-on guests who appreciate considered design.
We’re committed to shaping exceptional experiences – for our guests, homeowners and employees – and this hasn’t gone unnoticed. As of 2026, we’ve received gold-rated accreditation by Quality in Tourism for the fourth year running. We’re also the first short stay brand to be awarded the Butterfly Mark for sustainability: a mark of the uncompromising standards we set for both people and planet.
PURPOSE OF ROLE
The Operations Specialist is a hands-on, cross-functional role supporting the smooth day-to-day delivery of Domus Stay's operations.
Working collaboratively across Guest Services, Property Services, Inventory and Inspections, the role provides additional resource wherever operational demand is greatest, helping the business remain agile, responsive and consistently deliver exceptional guest and homeowner experiences.
From supporting guest arrivals and in-stay requirements to property readiness, inspections, supplier coordination and operational administration, no two days will be the same. The Operations Specialist will be expected to take ownership, respond quickly to changing priorities and work collaboratively across teams to ensure our homes, guests and homeowners receive the highest level of care.
KEY RESPONSIBILITIES
Cross-Functional Operational Support
- Work flexibly across Domus Stay's operational teams, providing hands-on support according to daily business priorities and demand.
- Act as an additional operational resource during busy periods and periods of team absence.
- Take ownership of operational tasks and issues, working collaboratively across departments to ensure they are followed through to resolution.
- Maintain clear communication and handovers between Reservations, Guest Services, Property Services, Inventory and Inspections.
Guest Operations
- Support the guest journey from booking handover and pre-arrival through to departure and post-stay follow-up.
- Conduct guest arrivals, including property walkthroughs, ID/payment requirements and ensuring guests are confidently settled into their home.
- Respond to guest requests and operational issues promptly, resolving where possible and escalating appropriately.
- Coordinate guest services including transfers, groceries, housekeeping, childcare, dining and other in-stay requirements.
- On a rota basis support some out-of-hours guest requirements as part of the wider operational team.
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Property Operations
- Support property readiness ahead of guest arrivals, ensuring homes meet Domus Stay presentation and operational standards.
- Assist with property inspections, inventories and pre-arrival/final checks where required.
- Coordinate property access, housekeeping, maintenance, suppliers and contractors.
- Support Property Services with homeowner communication, maintenance appointments and compliance requirements.
- Develop excellent knowledge of the Domus Stay portfolio, including individual property requirements and local areas.
Operational Administration
- Support deposits, payments, cross-charging, housekeeping schedules, compliance and other operational processes.
- Ensure guest, homeowner and property information is accurately recorded across company systems.
- Maintain accurate schedules, task records and operational handovers.
- Handle guest and homeowner information with complete discretion and in accordance with data protection requirements.
Continuous Improvement
- Identify operational gaps, recurring issues and opportunities to improve how we work.
- Support the development and implementation of more efficient processes across the operational teams.
- Proactively contribute ideas that improve guest experience, property standards, team efficiency and communication.
DIRECTLY REPORTING TO
Guest Services Manager
WORKING CLOSELY WITH
Domus Stay Co-Founders
Head of Business Operations
Head of Operations & Concierge
Reservations Sales Specialist
Property Services Specialist
Inventory Specialist
Property Acquisitions Team
External suppliers
Housekeeping partner
Domus Nova and SilverDoor team members and Directors
SUCCESS IN THIS ROLE WILL BE MEASURED BY
- Seamless delivery of guest arrivals, stays and departures
- Responsiveness and effectiveness in supporting changing operational demands
- Property readiness and adherence to Domus Stay standards
- Accuracy and completion of operational administration and processes
- Effective collaboration and communication across teams
- Guest and homeowner satisfaction
- Ability to identify issues and take ownership through to resolution
- Contribution to improving operational efficiency and ways of working
- Consistent demonstration of Domus Stay values
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ABOUT YOU
You will thrive in this role if you are someone who enjoys variety, remains calm when priorities change and is equally comfortable welcoming a guest, inspecting a property, coordinating a contractor or getting behind a laptop to resolve an operational issue. You won't be someone who waits to be told what needs doing; you'll spot where support is needed, take ownership and work collaboratively to get it done.
WHAT YOU BRING
- Taking ownership and pride in getting things done to a high standard
- Being proactive, adaptable and willing to step in wherever support is needed
- Remaining calm, positive and solutions-focused when priorities change
- Working collaboratively and communicating openly across teams
- Showing warmth, discretion and genuine care for our guests and homeowners
- Being curious, keen to learn and always looking for ways to improve
KEY SKILLS & EXPERIENCE
- Highly organised, with the ability to manage multiple and changing priorities
- Proactive, adaptable and comfortable working across different teams and responsibilities
- Strong problem-solving skills with a practical, solutions-focused approach
- Excellent written and verbal communication skills
- Confident working independently and taking ownership, while being a collaborative team player
- Calm and professional under pressure, with strong attention to detail
- Confident using systems and technology to manage information, tasks and workflows
- Experience in hospitality, property, operations or customer service advantageous
- Comfortable working in a fast-paced, guest-facing environment
- A valid driving licence is desirable
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