Pass the Keys

Role Description 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. Qualifications - 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. 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 - 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