Hybrid Operations Manager

at Pass the Keys

• Job title: Operations Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: £35,000 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, London, United Kingdom

About the role

• Operations Manager at Pass the Keys overseeing property management and service delivery in London. Responsible for performance metrics and guest satisfaction in a fast-paced role.

Responsibilities

• 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.
• Desirable: Experience in the short-term rental or property management industry.
• Desirable: Familiarity with property management software (PMS) or ticketing systems.
• Additional Requirements: Must be based in London and able to travel to properties to carry out on-site visits
• Weekend Working: Requirement to work Thursday to Monday pattern and flexible hours to meet business needs. You may also be required to work occasional evenings/ out of hours to meet operational demand.
• Travel Requirements: Occasional travel to other PTK territories for meetings and training.

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