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- Tasks: Lead local operations, ensuring top-notch service delivery for our property portfolio.
- Company: Join Pass the Keys, the UK's leading short-let management company.
- Benefits: Enjoy competitive salary, flexible work, and professional growth opportunities.
- Why this job: Make a real impact in hospitality while working with a dynamic team.
- Qualifications: Experience in operations or hospitality management and strong organisational skills required.
- Other info: Remote role based in Oxford with occasional travel and weekend work.
The predicted salary is between 29000 - 31000 £ per year.
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.
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.
Key Responsibilities
- 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)
- 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
Requirements
- Essential
- 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
Benefits
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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Operations Manager, Oxford employer: Pass the Keys®
Contact Detail:
Pass the Keys® Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager, Oxford
✨Tip Number 1
Network like a pro! Reach out to your connections in the property management and hospitality sectors. Attend local events or join online groups where you can meet people who might know about job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by researching Pass the Keys thoroughly. Understand their mission and values, and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Show off your problem-solving skills during interviews! Be ready to share specific examples of how you've tackled challenges in previous roles. This is key for an Operations Manager, so make sure you highlight your hands-on experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team at Pass the Keys.
We think you need these skills to ace Operations Manager, Oxford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Operations Manager role. Highlight your experience in hospitality management and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about property management and how your skills align with our mission at Pass the Keys. Keep it engaging and personal!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in previous roles. We love candidates who can think on their feet and handle escalations with ease, so don’t hold back on sharing your success stories!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Pass the Keys®
✨Know the Company Inside Out
Before your interview, take some time to research Pass the Keys thoroughly. Understand their mission, values, and the specifics of their operations. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Prepare for Scenario-Based Questions
Given the hands-on nature of the Operations Manager role, be ready to discuss how you would handle specific situations. Think about past experiences where you managed complex scheduling or resolved guest issues, and be prepared to share those stories.
✨Showcase Your Organisational Skills
Since this role requires exceptional organisational abilities, come prepared with examples that demonstrate your skills in managing multiple tasks and prioritising effectively. You might even want to bring a sample schedule or plan you've created in the past.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that reflect your understanding of the role and the company. Inquire about their approach to guest satisfaction or how they measure operational success. This shows you're thinking critically about how you can contribute.