Operations Manager

Pass the Keys; Greater London; On-site; GBP 60,000 - 85,000; Full time

Job summary

Pass the Keys is seeking an experienced Operations Manager to lead local operations in London. You will own end-to-end service delivery for a portfolio of properties, manage cleaning and maintenance schedules, and coordinate tasks with providers to ensure timely service for bookings.

You will oversee daily operations, respond to guest requests, and plan resources in advance while ensuring safety compliance and high guest satisfaction.

Qualifications

• Hands-on experience in operations or hospitality management.
• Based in London with willingness to travel to properties.
• Strong scheduling, problem-solving and communication skills.
• Comfortable with technology and site visits.

Responsibilities

• End-to-end service delivery for a portfolio of properties.
• Manage cleaning and maintenance schedules, allocate tasks to providers.
• Oversee daily operational coverage and guest check-in/out procedures.
• Review bookings to plan operational requirements in advance.
• Coordinate and schedule maintenance tasks with minimal guest disruption.
• Recruit, onboard and train providers to meet high standards.
• Primary contact for suppliers, tracking hours and reviewing performance.
• Monitor supplier performance and drive continuous improvement.
• Ensure safety certificates compliance and key control processes.
• Manage inventory for linen and guest consumables.
• Enforce quality standards through spot checks and inspections.

Skills

Scheduling

Supplier management

Communication

Problem solving

Attention to detail

Education

Experience in Operations/Hospitality Management

Tools

PMS (Property Management Software)

Job description

• 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 is a performance-driven role where your success will be measured by core operational KPIs, including guest satisfaction ratings, cleanliness scores, health and safety compliance, and supplier performance


• 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


• The Operations Manager plays a crucial role in the territory’s success. Performance will be measured by your ability to deliver excellence across the following metrics:


• Guest Satisfaction & Quality:


• Airbnb & Booking.com Rating: Achieving and maintaining target guest review scores on major booking platforms


• Airbnb Cleanliness Score: Hitting the target score specifically for cleanliness, reflecting the quality of housekeeping services


• Operational Compliance & Efficiency:


• Property Spot Checks: Meeting targets for the quantity and quality score of completed property inspections


• App Usage: Ensuring high adoption and consistent usage of our internal app by all service providers


• Health & Safety: Maintaining 100% compliance on all required property safety certificates and checks


• Financial Contribution:


• NBV & Gross Profit: Contributing to the territory’s financial goals (NBV vs Previous Year, Gross Profit NBV %) by managing operational costs, maximising efficiency, and preventing revenue loss due to operational failures

Location & Work Environment

Must be based in London and able to travel to properties to carry out on-site visitsThis is a hands-on role that requires strong organisational skills, and a sharp eye for detailThe ideal candidate thrives in a fast-paced environment, excels at complex scheduling and problem-solving, and has a passion for creating seamless, five-star experiencesExcellent communication skills, both written and verbalExperience in the short-term rental or property management industryExceptional organisational and time-management skills, with demonstrable experience in complex schedulingFlexible working requirement: Flexible hours to meet business needs. You may also be required to work occasional evenings/ out of hours to meet operational demandFamiliarity with property management software (PMS) or ticketing systemsStrong problem-solving abilities and a talent for handling escalations with a calm and professional demeanourProven experience in an Operations or Hospitality Management roleTech-savvy and comfortable using various software platforms and mobile apps for scheduling, communication, and task managementA hands-on attitude and willingness to be in the field conducting inspections and meeting providersExperience managing third-party contractors, suppliers, or a distributed workforce