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- Tasks: Lead local operations and ensure top-notch service delivery for holiday properties.
- Company: Join Pass the Keys, the UK's leading short-let management company.
- Benefits: Enjoy competitive pay, flexible hours, and a supportive team culture.
- Why this job: Make a real impact in the hospitality industry while growing your career.
- Qualifications: Experience in operations or hospitality management and strong organisational skills required.
- Other info: Remote role based in York with opportunities for professional growth.
The predicted salary is between 30000 - 32000 £ 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. 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 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, 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.
- Guest Satisfaction & Quality
- Achieving and maintaining target guest review scores on major booking platforms.
- Hitting the target score specifically for cleanliness, reflecting the quality of housekeeping services.
- Operational Compliance & Efficiency
- Meeting targets for the quantity and quality score of completed property inspections.
- Ensuring high adoption and consistent usage of our internal app by all service providers.
- Maintaining 100% compliance on all required property safety certificates and checks.
- Financial Contribution
- Contributing to the territory's financial goals by managing operational costs, maximising efficiency and preventing revenue loss due to operational failures.
- 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.
- Experience in the short-term rental or property management industry.
- Familiarity with property management software (PMS) or ticketing systems.
- This is a remote role, but you must be based in York and be able to drive to properties to carry out on-site visits.
- Requirement to work Thursday to Monday pattern and flexible hours to meet business needs.
- Occasional travel to other PTK territories for meetings and training.
- 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: We offer competitive wages with strong career progression opportunities.
- A Great Team: Work alongside inspiring colleagues in a supportive and collaborative environment.
- 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.
Operations Manager, York employer: Pass the Keys®
Contact Detail:
Pass the Keys® Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager, York
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their mission and values, especially how they relate to operations management. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 3
Practice your problem-solving skills! Since this role involves handling escalations and operational challenges, think of examples from your past experiences where you successfully navigated tricky situations. Be ready to share these during interviews.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team at Pass the Keys and ready to contribute to our mission of hassle-free hosting.
We think you need these skills to ace Operations Manager, York
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, so we get a sense of who you are.
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 come up with creative solutions, especially in a fast-paced environment like ours.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come through our own channels!
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.
✨Showcase Your Organisational Skills
As an Operations Manager, you'll need to demonstrate exceptional organisational abilities. Prepare examples from your past experiences where you successfully managed complex schedules or resolved operational issues. Be ready to discuss how you prioritise tasks and ensure timely service delivery.
✨Prepare for Problem-Solving Scenarios
Expect to face situational questions that assess your problem-solving skills. Think of specific challenges you've encountered in previous roles and how you overcame them. Highlight your calm demeanour and ability to handle escalations professionally.
✨Engage with Questions
At the end of the interview, don’t shy away from asking insightful questions. Inquire about the team dynamics, the tools they use for scheduling, or how they measure success in the role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
