Operations Manager, Edinburgh

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.

Supplier & Provider Management

• 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.

Quality, Compliance & Stock

• 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.

Guest & Host Support

• 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.

Key Performance Indicators (KPIs)

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.

Skills & Experience Essential

• 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.