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)

• 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.

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.
• Fam