Operations Manager, London

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)

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 & Booking.com 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.

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: Must be based in London and able to travel to properties to carry out on-site visits
• Flexible working requirement: 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?

At Pass the Keys, we are committed to fostering an environment where success is both achievable and sustainable. We believe in empowering our teams with the tools, support, and knowledge they need to thrive. As part of our team, you will benefit from:

• 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: £35,000