Operations Manager, Oxford

Pass Ltd; Remote; GBP 29,000 - 31,000; Full time

Job summary

A property management company based in Oxford is seeking an Operations Manager to oversee service delivery for short-term rental properties. You will manage schedules, coordinate maintenance, and ensure compliance with quality standards, all while maintaining high guest satisfaction scores. The ideal candidate will have proven experience in hospitality management, strong organisational skills, and a tech-savvy mindset for using various management software. This role offers competitive salary and opportunities for professional growth.

Benefits

22 days of holiday plus birthday off

Pension scheme with matching contributions

Enhanced maternity pay

Qualifications

• Proven experience in an Operations or Hospitality Management role.
• Exceptional organisational and time-management skills.
• Strong problem-solving abilities.

Responsibilities

• Manage cleaning and maintenance schedules for properties.
• Oversee operational setup of new properties.
• Coordinate and schedule maintenance tasks.

Skills

Organisational skills

Problem-solving abilities

Communication skills

Education

Experience in Operations or Hospitality Management

Tools

Property Management Software

Job description

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