Operations Manager

The Holiday Cottage Collection is an independent holiday let management company providing a fully managed service for owners of exceptional holiday homes across Kent and beyond. We work exclusively on behalf of holiday home owners, managing every aspect of their property's operation, from guest communication and housekeeping to maintenance, revenue optimisation and owner support. Our reputation has been built on exceptional service, honest communication and long-term relationships with both our owners and guests.

As a young, ambitious and fast-growing business, we're now looking for an experienced Operations Manager to join our leadership team and take ownership of the day-to-day operation of the business, allowing the Directors to focus on strategic growth and expanding our portfolio. This is an opportunity to play a significant role in shaping the future of an independent company where your decisions, leadership and ideas will have a genuine impact.

Hours

37.5 core hours per week, Monday to Friday, plus up to five flexible operational hours per week as required by the needs of the business. The Holiday Cottage Collection operates seven days a week. While the additional operational hours are not worked to a fixed schedule and will often not be required, they provide the flexibility needed to support our team, owners and guests when operational demands arise. We believe flexibility works both ways. We expect commitment, ownership and accountability, while fostering a supportive culture where common sense, trust and work‑life balance are genuinely valued.

Location & Travel

This is a predominantly office-based role from our Folkestone office. Regular travel throughout Kent will form part of the role, including property inspections, owner meetings, contractor visits, new property onboarding and operational support. Occasional overnight stays within one of our managed properties may be required where travel cannot reasonably be completed within a day. A full UK driving licence and access to a vehicle are essential.

The Role

This is a leadership role for an experienced Operations Manager who enjoys taking ownership, improving processes and leading people. You’ll oversee the day-to-day operation of the business, ensuring every department works together to deliver exceptional service to our owners and guests. Working closely with the Directors, you’ll become responsible for many of the operational decisions that keep the business running efficiently, providing leadership across guest services, owner relationships, housekeeping, maintenance, property standards and team performance. You’ll be expected to think commercially, solve problems proactively and continually identify opportunities to improve efficiency, profitability and service. This isn’t a role where you’ll simply maintain existing systems. We’re looking for someone who enjoys improving them.

Key Responsibilities

• Owner Relationships: Build trusted, long‑term relationships with property owners. Lead regular owner review meetings to discuss booking performance, guest feedback, pricing, maintenance requirements and future opportunities. Ensure owners receive proactive communication rather than reactive updates. Confidently manage expectations while always acting in the best interests of both owners and the business.
• Guest Experience: Ensure every guest receives an exceptional experience from booking through to departure. Support the team with escalated guest issues, resolving problems calmly and professionally. Drive continuous improvements through guest feedback and operational reviews.
• Property Operations: Oversee housekeeping, maintenance and property readiness across the portfolio. Coordinate contractors and suppliers to ensure works are completed to a high standard and within agreed timescales. Carry out regular property inspections to maintain consistently high standards. Support the onboarding of new holiday homes into the portfolio.
• Commercial & Business Performance: Work alongside the Directors to support the continued growth of the business. Make commercially sound operational decisions that balance exceptional customer service with profitability. Help develop scalable operational processes capable of supporting continued portfolio growth. Take ownership of operational projects and implement improvements across the business.
• Leadership & Communication: Exceptional communication is fundamental to this role. You’ll regularly communicate with owners, guests, contractors, suppliers, colleagues and Directors, adapting your approach to suit each situation. You’ll be someone who naturally builds trust, communicates clearly, remains calm under pressure and enjoys bringing people together to achieve shared goals. You’ll lead by example, creating a culture of accountability, positivity and continuous improvement.

What We're Looking For

• An experienced Operations Manager, someone with a strong corporate background, or someone who has previously run a similar sized business, who enjoys taking ownership.
• A confident leader who brings out the best in people.
• Highly organised with excellent attention to detail.
• Commercially aware and able to balance service with profitability.
• Calm under pressure and comfortable making decisions.
• Naturally proactive, always looking for better ways of working.
• An excellent communicator with strong emotional intelligence.
• Flexible, adaptable and resilient.
• Passionate about delivering exceptional customer service.
• Comfortable working in a fast‑paced, growing business where no two days are the same.

Above all, you’ll genuinely care about our owners, guests, properties and team.

Essential Experience

• Proven experience as an Operations Manager within a fast‑paced service‑led business.
• Strong leadership experience with the ability to motivate, coach and develop teams.
• Experience managing multiple priorities across different operational functions.
• Excellent organisational, communication and problem‑solving skills.
• Strong commercial awareness and decision‑making ability.
• Experience improving operational processes and driving efficiencies.
• Outstanding customer service experience.

Desirable Experience

• Property management, hospitality or holiday letting experience.
• Experience managing contractors and maintenance programmes.
• Knowledge of Property Management Systems (PMS).
• Experience working within a growing SME or entrepreneurial business.

Salary & Career Progression

Base salary: £40,000. Year One OTE of £46,000. Commission targets will be set separately. As you become established within the business there will be the opportunity to progress to an enhanced remuneration package with OTE of £50,000+, linked to business profitability.

Our Culture

We’re proud of the supportive, collaborative culture we've built. Many of our team are parents, and we understand the realities of balancing work and family life. While we expect commitment, accountability and a strong work ethic, we believe flexibility should work both ways. We celebrate success together through company socials, team events and regular opportunities to recognise achievements. As part of the team, you’ll also have the opportunity to stay in our managed holiday cottages with your family as part of experiencing our product from a guest's perspective—helping us continually improve the experience we deliver.

Why Join Us?

This is far more than an Operations Manager role. It’s an opportunity to become a key member of the leadership team within a young, ambitious and fast‑growing business where you’ll have genuine autonomy, influence and the ability to shape how we operate as we continue to grow. If you have the right experience and you thrive on ownership, enjoy leading people and want to make a real impact, we’d love to hear from you.