Operations Manager, Edinburgh

Operations Manager For Edinburgh Territory

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.

As Operations Manager for the Edinburgh territory, you'll be responsible for delivering the smooth and efficient running of day-to-day operations across our managed properties. This includes working closely with service providers, overseeing property standards, and ensuring our guests enjoy a 5-star experience. From managing linen and consumables stock to conducting property checks and ensuring safety compliance, your role is key to ensuring our hosts and guests get the best of what Pass the Keys has to offer.

This is a hands-on role that requires strong organizational skills, and a sharp eye for detail.

Key Responsibilities:

• Provider Management: Build strong relationships with cleaning, linen, and maintenance providers, ensuring quality and timeliness of services.
• Scheduling: Oversee and optimize the scheduling of services (cleans, changeovers, maintenance) to meet operational demand.
• Host & Client Relations: Work with the City Manager to manage relationships with hosts, providing world-class customer service to ensure maximized use of our services and long-term retention.
• Property Onboarding: Take full ownership of the property onboarding process to ensure new properties are ready to go live by their DOFA.
• Quality Control: Conduct regular property spot checks and implement improvements where needed.
• Guest Experience: Monitor guest feedback and reviews, addressing any operational issues quickly and effectively.
• Damage & Issue Management: Oversee damage reporting and resolution, liaising with providers and guests to close the loop.
• Storage & Stock: Manage local storage spaces, conduct regular key audits, and ensure consumables and linen are stocked and accounted for.
• Health & Safety: Maintain high safety standards across all properties, ensuring compliance and proactively addressing risks.
• Collaboration: Work closely with the City Manager and other departments (Client Success, Guest Support, Tech) to deliver a seamless service.
• Continuous Improvement: Identify operational gaps and opportunities to improve processes, reduce costs, and enhance property quality.

Key Performance Targets:

• Maintain a guest review score of 4.75+ on Airbnb and 8.6+ on Booking.com
• Complete property spot checks on every property per quarter
• Onboard all pipeline properties before their scheduled Date of First Availability (DOFA).
• Maintain an operating profit margin of +21%.