Location
London, with travel to properties for on-site visits and occasional travel to other Pass the Keys territories for meetings and training.

Hours
Flexible working hours to meet business needs, including occasional evenings and out-of-hours work to support operational demand.

Salary
Competitive salary commensurate with experience.

About the Role
Pass the Keys is the UK’s leading full-service short-let and holiday-let management company, simplifying property hosting for homeowners since 2015. 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 performance-driven role requires managing core operational KPIs such as 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 guest experiences. This is a hands-on role demanding strong organisational skills and a sharp eye for detail.

Key Responsibilities:

Service Delivery & Scheduling
Manage cleaning and maintenance schedules, allocate tasks to providers, and ensure timely service completion for all bookings. Oversee daily operations, respond to guest requests, and manage check-in and check-out procedures efficiently. Review new bookings to proactively plan and resource operational requirements. Coordinate maintenance tasks to minimize guest disruption.

Supplier & Provider Management
Recruit, onboard, and train new providers to meet high service standards. Act as the primary contact for 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 needed.

Quality Control & Compliance
Implement and enforce quality standards via spot checks, property inspections, and adherence to cleaning checklists. Manage inventory of linen and guest consumables to ensure properties are 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 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 cases professionally. Respond thoughtfully to guest reviews and implement improvements. Manage client and guest communication preferences related to property information and "Guest Success" initiatives.

Key Performance Indicators (KPIs)
Success will be measured by:
- Guest satisfaction and quality ratings on Airbnb and Booking.com
- Cleanliness scores reflecting housekeeping quality
- Quantity and quality of property spot checks
- High adoption and consistent use of internal app by service providers
- 100% compliance with health and safety certificates and checks
- Contribution to financial goals through operational cost management and efficiency

Experience
- Proven experience in an Operations or Hospitality Management role.
- Experience managing third-party contractors, suppliers, or a distributed workforce.
- Demonstrable experience in complex scheduling and problem-solving.
- Comfortable using various software platforms and mobile apps for scheduling, communication, and task management.

About You
- Exceptional organisational and time-management skills.
- Strong problem-solving abilities with a calm and professional approach to escalations.
- Excellent written and verbal communication skills.
- Hands-on attitude with willingness to conduct field inspections and meet providers.
- Tech-savvy and adaptable to new tools.
- Based in London with ability to travel locally and occasionally to other territories.
- Flexible to work occasional evenings and out-of-hours as required.

Qualifications
- Experience in the short-term rental or property management industry is desirable.
- Familiarity with property management software (PMS) or ticketing systems is a plus.