Operations Manager

Pass the Keys is the UK’s leading full-service short-let and holiday-let management company, simplifying property hosting for homeowners since 2015. Our mission is to empower homeowners by delivering a hassle-free hosting experience while ensuring an exceptional guest stay.

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. 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 experiences.

This is a hands-on role that requires strong organisational skills, and a sharp eye for detail.

We're looking for someone who is ambitious and keen to grow with the business. This role offers a clear development pathway, and we're looking for someone with the potential to progress into a Territory Manager position in the future.

Key Responsibilities

Service Delivery & Scheduling

• Manage the day-to-day operations of the territory, ensuring properties are guest-ready for every stay.
• Coordinate cleaning, maintenance and operational tasks across the property portfolio.
• Plan resources for upcoming bookings and respond to day-to-day operational issues, including guest check-ins and check-outs.

Supplier & Provider Management

• Recruit, onboard and support third-party service providers.
• Monitor supplier performance, quality and availability, taking action where required.
• Manage provider communications, hours and operational adjustments.

Quality, Compliance & Stock

• Carry out property inspections and spot checks to maintain quality standards.
• Ensure all properties remain compliant with health and safety requirements.
• Manage linen, consumables, key control and property inventory.

Guest & Host Support

• Coordinate the operational setup of new properties before launch.
• Resolve operational issues for guests and hosts professionally and efficiently.
• Review guest feedback and identify opportunities to improve the guest experience.

Key Performance Indicators (KPIs)

Performance will be measured against a range of operational KPIs, including:

• Guest review ratings and cleanliness scores.
• Property inspection and quality standards.
• Health & safety compliance.
• Service provider performance and app usage.
• Operational contribution to territory profitability through efficient service delivery.

Skills & Experience

Essential

• Experience in an Operations, Hospitality or Property Management role.
• Excellent organisational and scheduling skills.
• Strong problem-solving and decision-making abilities.
• Experience managing suppliers or third-party contractors.
• Excellent communication skills.
• Confident using technology and mobile apps.
• A hands-on approach with a willingness to visit properties regularly.

Desirable

• Experience in short-term rental or property management.
• Knowledge of property management software or ticketing systems.

Additional Requirements

• Location: Remote role, but you must be based in Edinburgh with access to a car to visit properties.
• Travel: Occasional travel to other Pass the Keys territories for meetings and training.

Why Join Us?

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

UK-Specific Benefits:

• 30 days of holiday (including bank holidays) 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

Salary: £30,000-£32,000 guaranteed basic salary, plus quarterly uncapped bonus potential