Reporting to the Territory Manager, you will be the engine of our local operations, responsible for the end-to-end service delivery for our portfolio of properties. This is a performance-driven role where your success will be measured by core operational KPIs, including guest satisfaction ratings, cleanliness scores, health and safety compliance, and supplier performance. The ideal candidate thrives in a fast-paced environment, excels at complex scheduling and problem-solving, and has a passion for creating seamless, five-star experiences. This is a hands‑on role that requires strong organisational skills, and a sharp eye for detail.
Service Delivery & Scheduling
- Manage the cleaning and maintenance schedules, allocating tasks to providers and ensuring timely service completion for all bookings.
- Oversee daily operational coverage, responding to guest requests and efficiently managing check-in and check-out procedures.
- Review new bookings to proactively plan and resource all operational requirements in advance.
- Coordinate and schedule all maintenance tasks, ensuring minimal disruption to guests and clients.
Supplier & Provider Management
- Recruit, onboard and train new providers, ensuring they meet our high standards for service and professionalism.
- Serve as the primary point of contact for all suppliers, managing communications, tracking hours, and reviewing performance.
- Monitor supplier performance through data, feedback, and spot checks to drive continuous improvement.
- Process and approve client and provider adjustments as required.
Quality Control & Compliance
- Implement and enforce quality standards through regular spot checks, property inspections, and adherence to detailed cleaning checklists.
- Manage inventory for linen and guest consumables, coordinating orders to ensure properties are always well‑stocked.
- Ensure all properties comply with safety regulations by maintaining up-to-date safety certificates.
- Oversee key control processes and conduct regular storage inspections to maintain security and organisation.
Guest & Client Support
- Oversee the operational setup of new properties during onboarding, including photography, initial cleaning, key handover, and health & safety checks, ensuring each property is fully prepared to welcome its first guests.
- Act as the primary escalation point for operational issues, managing and resolving guest and client resolution cases efficiently and professionally.
- Respond thoughtfully to guest reviews, addressing feedback and implementing changes to improve future service.
- Manage client and guest communication preferences related to property information and “Guest Success” initiatives.
Key Performance Indicators (KPIs)
The Operations Manager plays a crucial role in the territory’s success. Performance will be measured by your ability to deliver excellence across the following metrics:
- Guest Satisfaction & Quality
- Airbnb & Booking.com Rating: Achieving and maintaining target guest review scores on major booking platforms.
- Airbnb Cleanliness Score: Hitting the target score specifically for cleanliness, reflecting the quality of housekeeping services.
- Operational Compliance & Efficiency
- Property Spot Checks: Meeting targets for the quantity and quality score of completed property inspections.
- App Usage: Ensuring high adoption and consistent usage of our internal app by all service providers.
- Health & Safety: Maintaining 100% compliance on all required property safety certificates and checks.
- Financial Contribution
- NBV & Gross Profit: Contributing to the territory’s financial goals (NBV vs Previous Year, Gross Profit NBV %) by managing operational costs, maximising efficiency, and preventing revenue loss due to operational failures.
Qualifications
Proven experience in an Operations or Hospitality Management role.
- Exceptional organisational and time‑management skills, with demonstrable experience in complex scheduling.
- Strong problem‑solving abilities and a talent for handling escalations with a calm and professional demeanour.
- Experience managing third‑party contractors, suppliers, or a distributed workforce.
- Excellent communication skills, both written and verbal.
- Tech‑savvy and comfortable using various software platforms and mobile apps for scheduling, communication, and task management.
- A hands‑on attitude and willingness to be in the field conducting inspections and meeting providers.
Desirable
- Experience in the short‑term rental or property management industry.
- Familiarity with property management software (PMS) or ticketing systems.
Additional Requirements
- Location & Work Environment: This is a remote role, but you must be based in Oxford and be able to drive to properties to carry out on‑site visits.
- Weekend Working: Requirement: to work Thursday to Monday pattern and flexible hours to meet business needs. You may also be required to work occasional evenings/out of hours to meet operational demand.
- Travel Requirements: Occasional travel to other PTK territories for meetings and training.
Pass the Keys is the UK’s leading full-service short‑let and holiday‑let management company, simplifying property hosting for homeowners since 2015. Founded by Alexander Lyakhotskiy to address the challenges of short‑let management, we’ve grown into a network of 70+ franchise partners across the UK, Spain, and Northern Ireland. Our mission is to empower homeowners by delivering a hassle‑free hosting experience while ensuring an exceptional guest stay.
Why Join Us?
- A Global Vision: Join an ambitious company aspiring to be the global leader in short‑let and holiday‑let property management.
- A Strong Company Culture: Our four core values – Drive, Evolve, Take Pride, and Together – guide everything we do.
- Autonomy & Independence: We manage by results, not input. No micromanagement – just accountability and impact.
- Professional Growth Opportunities: We encourage responsibility and development, allowing you to expand your skills as much as you can handle.
- Flexible Work Arrangements: We understand the importance of work‑life balance and support flexible scheduling where possible.
- Competitive Salary: While there may be places that pay more, we offer competitive wages with strong career progression opportunities.
- A Great Team: Work alongside inspiring colleagues in a supportive and collaborative environment.
UK‑Specific Benefits
- 22 days of holiday plus an extra day off for your birthday.
- Pension scheme with salary sacrifice, matching contributions up to 7%.
- Enhanced maternity pay up to 90% of salary for six months.
- Bonus scheme available after passing probation.
Salary: £29,000 – £31,000
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