Operations Manager, Edinburgh
Posted 10 hours 20 minutes ago by Pass the Keys
Pass the Keys is the UK's leading full-service short-let and holiday-let management company, simplifying property hosting for homeowners since 2015. 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.
We're looking for someone who is ambitious and keen to grow with the business. This role offers a clear development pathway, and we're looking for someone with the potential to progress into a Territory Manager position in the future.
Key Responsibilities Service Delivery & Scheduling- Manage the day-to-day operations of the territory, ensuring properties are guest-ready for every stay.
- Coordinate cleaning, maintenance and operational tasks across the property portfolio.
- Plan resources for upcoming bookings and respond to day-to-day operational issues, including guest check-ins and check-outs.
- Recruit, onboard and support third-party service providers.
- Monitor supplier performance, quality and availability, taking action where required.
- Manage provider communications, hours and operational adjustments.
- Carry out property inspections and spot checks to maintain quality standards.
- Ensure all properties remain compliant with health and safety requirements.
- Manage linen, consumables, key control and property inventory.
- Coordinate the operational setup of new properties before launch.
- Resolve operational issues for guests and hosts professionally and efficiently.
- Review guest feedback and identify opportunities to improve the guest experience.
Performance will be measured against a range of operational KPIs, including:
- Guest review ratings and cleanliness scores.
- Property inspection and quality standards.
- Health & safety compliance.
- Service provider performance and app usage.
- Operational contribution to territory profitability through efficient service delivery.
- Experience in an Operations, Hospitality or Property Management role.
- Excellent organisational and scheduling skills.
- Strong problem-solving and decision-making abilities.; Either The text above is correct, but we need to ensure no characters. Portanto, the final output should not have stray newline. Will produce as JSON.