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This range is provided by Pass the Keys®. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
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
o Airbnb & Booking.com Rating: Achieving and maintaining target guest review scores on major booking platforms
o Airbnb Cleanliness Score: Hitting the target score specifically for cleanliness, reflecting the quality of housekeeping services
* Operational Compliance & Efficiency
o Property Spot Checks: Meeting targets for the quantity and quality score of completed property inspections
o App Usage: Ensuring high adoption and consistent usage of our internal app by all service providers
o Health & Safety: Maintaining 100% compliance on all required property safety certificates and checks
* Financial Contribution
o 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
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
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
IT Services and IT Consulting
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