Careers

Join us as a Community Host at our newest home in Westbourne Park, where you’ll be instrumental in bringing our vision to life from pre-launch through to creating a thriving community. This is a rare opportunity to shape the resident experience from day one, perfect for someone who believes in the power of genuine connection and exceptional service.

You’ll be the welcoming face to our residents at the start and end of their day. Your natural warmth and attention to detail will ensure every interaction, whether with our residents or their guests, reflects the Mason & Fifth commitment to thoughtful, personalised service.

Working alongside our senior management team, you’ll take ownership of the day-to-day operations that make our home run smoothly. This includes proactively addressing resident needs, ensuring swift resolution of any issues, overseeing our housekeeping standards, managing administrative duties, and supporting our vibrant amenity spaces. Your ability to multitask while maintaining our high standards of service will be key to success in this role.

The ideal candidate will combine hospitality expertise with genuine passion for creating comfortable, connected living experiences. You’ll be someone who thrives in a dynamic environment, takes pride in maintaining operational excellence, and most importantly, believes in the power of community to make others feel truly at home.

What you’ll be up to:

Creating Community

• Foster meaningful connections with residents to build a vibrant community
• Deliver exceptional 5-star service that reflects our values
• Guide prospective residents through their future home with engaging building tours
• Support and participate in house events that bring our community together
• Be a knowledgeable local guide, offering recommendations and insights 

Welcoming Home

• Ensure seamless check-in and check-out experiences
• Professionally greet and assist residents and their guests
• Manage resident inquiries with warmth and efficiency
• Handle mail and parcel deliveries with care
• Set up and troubleshoot door entry systems for residents 

Space & Standards

• Maintain our high presentation standards throughout all areas
• Conduct regular building inspections with attention to detail
• Ensure studios are perfectly prepared for new residents
• Oversee communal area cleanliness and presentation
• Monitor and maintain Wi-Fi connectivity across the building 

Operations Excellence

• Complete daily operational checklists for front and back of house
• Manage building security and access control systems
• Coordinate with maintenance teams on resident-reported issues
• Oversee contractor visits and facilities management
• Update our property management system with detailed notes

Safety & Compliance

• Uphold Health & Safety standards and obligations
• Manage emergency procedures including fire evacuations
• Conduct regular safety checks
• Follow company policies and procedures
• Report and document any incidents appropriately

Additional Support

• Maintain inventory of general supplies
• Troubleshoot day-to-day IT issues
• Support additional operational needs as they arise
• Assist the building senior management team
• Be adaptable to evolving building needs

What Makes You Perfect for This Role:

Essential Experience:

• MS Office, in particular Word & Excel
• Previous customer service experience, including the ability to remain flexible and calm in high pressure or continually changing situations.
• Health & Safety Regulations knowledge to building standards level 

The Ideal Person:

• Is a great communicator – is effective and professional, with a good command of the English language (written and verbal)
• Is a team player with a flexible approach to work
• Will be resourceful, articulate, personable
• Can multitask whilst being resilient, self-motivated, and proactive
• Demonstrates professionalism and confidence
• Is quick to learn and engage with people

What Makes This Role Special:

• The opportunity to bring our vision to life from pre-launch through to creating a thriving community in our newest home
• You will act as the first point of contact for all residents and their guests providing a professional and friendly service as well as delivering an exceptional first impression processes
• Regular team gatherings
• Learning and development opportunities
• Pension scheme
• Regular opportunity to stay at our properties/houses

In this role, you will play a key part in driving revenue and supporting the sales team to meet their targets. You will engage with prospective residents/guests, guide them through the selection and booking process, and ensure exceptional service throughout. A proactive, customer-focused approach is essential, with a strong drive to exceed both personal and team targets.

While your primary focus will be the long-stay side of the business. You will also be supporting the short-stay side. You may also be called upon to assist in other areas as needed, depending on your skills and the business’s requirements.

You will primarily be based at the support office, working 3 days a week at Rosebery Avenue and 2 days a week at Westbourne Park. This may be subject to change based on tours and the needs of the business.

What you’ll be up to:

Sales Support:

Assist in negotiating and closing sales opportunities. Ensure sales targets are met or exceeded, maintaining high levels of occupancy and continuously driving revenue.

Lead Management:

Respond to all enquiries in a timely and professional manner, making the most of each opportunity and recording lead progression within the CRM system.

Customer Relationship Building:

Develop and nurture relationships with prospective and current residents/guests, as well as operational managers and support teams, to maintain excellent after-sales service.

Sales Process Management:

Take responsibility for managing sales opportunities, continuously developing your skills to source and close leads independently. Whilst considering innovative means to develop new sources of a profitable business.

Guided Tours:

Organise, coordinate, and follow-up on tours for prospective residents and guests, providing personalised recommendations based on their specific needs.

Market & Competitor Awareness:

Maintain up-to-date knowledge of industry trends and competitor activities to position Mason & Fifth advantageously within the market.

Systems Management:

Set up and maintain various CRM, PMS and OTA platforms. Whilst helping to resolve any ad-hoc issues that may arise.

What Makes You Perfect for This Role:

The ideal person will:

• Have strong written and verbal English skills
• Be resourceful, articulate and personable
• Multitask effectively whilst staying resilient
• Show self-motivation and proactivity
• Maintain professionalism and confidentiality
• Learn quickly and engage well with others
• Demonstrate proven professionalism
• Have excellent organisational skills

Essential Experience:

Tech Proficiency:

Comfortable using a CRM, PMS software, and the Microsoft Office suite, with the ability to learn new technologies quickly.

Customer Facing Experience:

The ability to tailor approaches, communication styles, and problem-solving methods to meet individual client needs is essential for providing excellent service.

Sales Acumen and Enthusiasm:

High energy, confidence, and a results-driven mindset, eager to achieve both personal and team success

Problem Solving and Adaptability:

Excellent problem-solving skills and a hands-on approach, flexible to support various tasks across the business as required

Team Player:

Strong collaborator who thrives in a team-oriented environment, eager to contribute to shared goals and have a flexible approach to work

Customer Service Orientation:

A natural champion of customer service who strives to create positive experiences for residents and prospective guests

What makes this role special:

• Be part of something special:

Join us at a pivotal growth moment and help shape our newest location from day one and see the direct impact of your role as you help people find their perfect home and community.

• Room to grow

Develop your career alongside our expanding business with progression opportunities

• Amazing team culture

Regular team socials, celebrations, and the chance to work with passionate, like-minded people

• Thoughtfully crafted benefits

We’re designing a benefits package that aligns with our values and supports what truly matters to our team

• Experience what to offer our guests

• Regular stays at our beautiful properties so you can truly understand the Mason & Fifth experience. You will also enjoy exclusive discounts from our carefully selected partners.

• Wellbeing focus

We practice what we preach with flexible working patterns and a genuine focus on work-life integration.