Operations Manager

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November 20

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Pass the Keys

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Real Estate • Property Management

Pass the Keys is the UK’s leading short-let and holiday-let management company, providing full-service property management for platforms like Airbnb. Founded in 2015 by Alexander Lyakhotskiy, the company simplifies property hosting for homeowners, offering services such as guest management, cleaning, listing management, and pricing optimization. With a network of over 70 franchise partners across the UK, Spain, and Northern Ireland, Pass the Keys ensures high-quality stays and optimal income for property owners. The company prides itself on exceptional customer service and has the highest guest-rated management service in the UK.

51 - 200 employees

Founded 2015

🏠 Real Estate

💰 Equity Crowdfunding on 2020-06

📋 Description

• 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. • 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. • 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. • 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.

🎯 Requirements

• 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. • Experience in the short-term rental or property management industry (Desirable). • Familiarity with property management software (PMS) or ticketing systems (Desirable).

🏖️ Benefits

• A Global Vision: Join an ambitious company aspiring to be the global leader in short-let and holiday-let property management. • A Strong Company Culture: Our four core values—Drive, Evolve, Take Pride, and Together—guide everything we do. • Autonomy & Independence: We manage by results, not input. No micromanagement—just accountability and impact. • Professional Growth Opportunities: We encourage responsibility and development, allowing you to expand your skills as much as you can handle. • Flexible Work Arrangements: We understand the importance of work-life balance and support flexible scheduling where possible. • Competitive Salary: While there may be places that pay more, we offer competitive wages with strong career progression opportunities. • A Great Team: Work alongside inspiring colleagues in a supportive and collaborative environment. • 22 days of holiday plus an extra day off for your birthday. • Pension scheme with salary sacrifice, matching contributions up to 7%. • Enhanced maternity pay—up to 90% of salary for six months. • Bonus scheme available after passing probation