Operations Manager

Base Pay Range

Salary: £30,000 - £32,000

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.

• 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

• 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

• Proven experience in an Operations or Hospitality Management role
• Exceptional organisational and…