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About the Role

As an Operations Manager, you will be the engine of local operations, responsible for end-to-end service delivery for a portfolio of properties. This performance-driven role focuses on core operational KPIs including guest satisfaction, cleanliness, health and safety, and supplier performance. The ideal candidate thrives in a fast-paced environment, excels at complex scheduling and problem-solving, and is passionate about creating seamless, five-star experiences.

Responsibilities

Manage cleaning and maintenance schedules, allocating tasks to providers and ensuring timely service completion.
Oversee daily operational coverage, responding to guest requests and managing check-in/check-out procedures.
Review new bookings to proactively plan and resource all operational requirements.
Coordinate and schedule all maintenance tasks, ensuring minimal disruption to guests and clients.
Recruit, onboard, and train new providers, ensuring they meet high standards.
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.
Process and approve client and provider adjustments.
Implement and enforce quality standards through spot checks, property inspections, and adherence to cleaning checklists.
Manage inventory for linen and guest consumables, coordinating orders.
Ensure all properties comply with safety regulations by maintaining up-to-date safety certificates.
Oversee key control processes and conduct regular storage inspections.
Oversee the operational setup of new properties during onboarding, including photography, initial cleaning, key handover, and health & safety checks.
Act as the primary escalation point for operational issues, managing and resolving guest and client resolution cases.
Respond thoughtfully to guest reviews, addressing feedback and implementing changes.
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 is desirable.
Familiarity with property management software (PMS) or ticketing systems is desirable.
Must be based in London and able to travel to properties to carry out on-site visits.
Flexible hours to meet business needs.
May be required to work occasional evenings/ out of hours to meet operational demand.
Occasional travel to other PTK territories for meetings and training.

Skills

Complex scheduling
Problem-solving
Guest satisfaction
Cleanliness management
Health and safety compliance
Supplier performance management
Communication
Time management
Organisation
Property management software
Ticketing systems

Location

London

Work Type

Flexible working
Full-time

Experience Level

Operations Management
Hospitality Management

Salary/Compensations

£35,000

Benefits

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
Professional Growth Opportunities
Flexible Work Arrangements

About the Company

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.
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.
A Great Team: Work alongside inspiring colleagues in a supportive and collaborative environment.