Operations Manager in London

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.

Key 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.

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: Achieving and maintaining target guest review scores on major booking platforms.
• Operational Compliance & Efficiency: Meeting targets for the quantity and quality score of completed property inspections.
• Health & Safety: Maintaining 100% compliance on all required property safety certificates and checks.
• Financial Contribution: Contributing to the territory’s financial goals 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 visits.
• This is a hands-on role that requires strong organisational skills, and a sharp eye for detail.
• 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.
• Excellent communication skills, both written and verbal.
• Experience in the short-term rental or property management industry.
• Exceptional organisational and time-management skills, with demonstrable experience in complex scheduling.
• Flexible working requirement: Flexible hours to meet business needs, including occasional evenings/out of hours.
• Familiarity with property management software (PMS) or ticketing systems.
• Strong problem-solving abilities and a talent for handling escalations with a calm and professional demeanour.
• Proven experience in an Operations or Hospitality Management role.
• 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.
• Experience managing third-party contractors, suppliers, or a distributed workforce.