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 & 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 – Required Characteristics & Competencies
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.
* 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.
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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