City Manager, London

TN United Kingdom; London; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

Join a leading full-service short-let management company as a City Manager in London. This pivotal role involves driving financial performance, developing strategic initiatives, and leading a high-performing team to ensure exceptional service. You will have the opportunity to make a significant impact in a fast-paced environment, fostering strong relationships with hosts and guests while optimizing operations. The company offers a dynamic culture, professional growth opportunities, and a competitive salary structure with profit share potential. If you're ambitious and passionate about hospitality and operations, this role is for you.

Benefits

22 days of holiday plus birthday off

Pension scheme with matching contributions

Enhanced maternity pay

Flexible work arrangements

Performance-based company bonus

Professional growth opportunities

Autonomy and independence

Supportive team environment

Hybrid work model

Qualifications

• Proven experience in operations management with a hands-on approach.
• Strong commercial acumen and experience in P&L management.
• Excellent relationship-building skills with stakeholders at all levels.

Responsibilities

• Drive operational excellence and business growth in the London territory.
• Develop and execute effective sales and marketing strategies.
• Oversee day-to-day operations and manage a high-performing team.

Skills

Operations Management

Commercial Acumen

P&L Management

Analytical Skills

Leadership

Relationship Building

Problem Solving

Communication Skills

Adaptability

Job description

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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.

As City Manager for the London Territory, you will take full ownership of the financial and commercial performance of our biggest territory, driving operational excellence and business growth. You will be responsible for managing day-to-day operations, developing strategic sales and marketing initiatives, and leading a high-performing team to ensure outstanding service for our hosts and guests. This is a pivotal leadership role for a driven, entrepreneurial, and results-oriented professional who thrives in a fast-paced environment.

Key Responsibilities:

• Financial & Commercial Performance: Take full ownership of the territory’s financial performance, ensuring profitability and sustainable growth.
• Sales & Marketing Strategy: Develop and execute effective strategies to drive portfolio growth, attracting new hosts and maintaining strong retention rates.
• Host & Guest Relations: Build and nurture strong relationships with hosts to ensure high satisfaction and retention, while providing a five-star guest experience in line with PTK Guest Hospitality Standards.
• Operations Management: Oversee day-to-day operations, ensuring the seamless functioning of on-the-ground teams and local suppliers.
• Process Optimisation: Continuously improve operational efficiency by implementing best practices and leveraging data-driven insights.
• Stakeholder Collaboration: Work closely with internal teams and external providers to align operational goals with company objectives.
• Industry Awareness: Stay informed on market trends, industry regulations, and emerging technologies to keep the business ahead of the curve.
• Team Leadership: Recruit, motivate, and support the local team, fostering a high-performance culture and ensuring alignment with company objectives.
• Innovation & Continuous Improvement: Contribute to the wider Operations Team by trialling new initiatives, developing guidance, and supporting key projects.

Key Performance Targets:

• Achieve territory NBV growth of 20% LFL.
• Maintain an operating profit margin of +21%.
• Grow the property portfolio by 30 net properties annually.
• Ensure a host retention yoy of +75%.
• Achieve Airbnb guest review scores of 4.7+ consistently.
• Rank in the top 15 of all territories in the company KPI report monthly.
• Build and maintain an A-player team that meets 90%+ of agreed outcomes.

Requirements

• Proven experience in operations management with a hands-on approach.
• Strong commercial acumen and experience in P&L management.
• Performance-driven mindset with a focus on continuous improvement.
• Ambitious and self-motivated, with the ability to drive results independently.
• Analytical and problem-solving skills to optimise business performance.
• Strong leadership and people management abilities.
• Excellent relationship-building skills with stakeholders at all levels.
• Exceptional written and spoken communication skills.
• Adaptable and flexible in responding to market changes and emerging challenges.
• Comprehensive understanding of business functions, industry best practices, and relevant regulations.

The role is London-based and will require the successful candidate to work from our Farringdon office 3 days per week.

At Pass the Keys, we are committed to fostering an environment where success is both achievable and sustainable. We believe in empowering our teams with the tools, support, and knowledge they need to thrive. As part of our team, you will benefit from:

• 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.
• Performance-Based Company Bonus: Rewarding outstanding contributions and exceptional business results.
• A Great Team: Work alongside inspiring colleagues in a supportive and collaborative environment.
• Hybrid Work Model: For London-based employees, we require a minimum of three days in the office—currently Monday, Tuesday, and Thursday. Please note, that some weekend work may be required to meet operational demand.

UK-Specific 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.

At Pass the Keys, we offer a dynamic and entrepreneurial environment where you can take full ownership of your region and make a significant impact. You will be part of an innovative and fast-growing company that values leadership, collaboration, and performance. If you’re an ambitious professional with a passion for hospitality, operations, and business growth, we’d love to hear from you!

Salary: £50,000 guaranteed basic salary, plus uncapped profit share potential. In the past, this role earned up to £90k. We hope a good candidate would drive the territory performance to earn £100k plus a year.