Operations Manager, London

Pass The Keys Operations Manager

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 organizational 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 organization.

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, maximizing efficiency, and preventing revenue loss due to operational failures.