At a Glance
- Tasks: Manage operations for short-let properties, ensuring top-notch guest experiences and seamless service delivery.
- Company: Join Pass the Keys, the UK's leading holiday-let management company since 2015.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Fast-paced role with a focus on quality control and guest satisfaction.
- Why this job: Be the driving force behind exceptional guest stays and hassle-free hosting for homeowners.
- Qualifications: Experience in operations or hospitality management with strong organisational and problem-solving skills.
The predicted salary is between 45000 - 55000 £ per year.
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.
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.
Key Responsibilities
- Service Delivery & Scheduling 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.
- Supplier & Provider Management 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.
- Quality Control & Compliance 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.
- Guest & Client Support Oversee the operational setup of new properties during onboarding, including photography, initial cleaning, key handover, and health & safety checks, ensuring each property is fully prepared to welcome its first guests.
- Act as the primary escalation point for operational issues, managing and resolving guest and client resolution cases efficiently and professionally.
- Respond thoughtfully to guest reviews, addressing feedback and implementing changes to improve future service.
- Manage client and guest communication preferences related to property information and "Guest Success" initiatives.
- Key Performance Indicators (KPIs)
- 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.
- Required Characteristics & Competencies
- Essential: Proven experience in an Operations or Hospitality Management role.
- Exceptional organisational and time-management skills, with demonstrable experience in complex scheduling.
- Strong problem-solving abilities and a talent for handling escalations with a calm and professional demeanour.
- Experience managing third-party contractors, suppliers, or a distributed workforce.
- Excellent communication skills, both written and verbal.
- 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.
- Desirable: Experience in the short-term rental or property management industry.
- Fam
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Operations Manager, London employer: PVH (Tommy Hilfiger/Calvin Klein)
Intapp is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration within the accounting and consulting sectors across EMEA. With a strong commitment to employee growth, Intapp provides ample opportunities for professional development and leadership coaching, ensuring that team members thrive in their careers while contributing to the company's strategic vision. The culture is built on accountability and high performance, making it an ideal place for those looking to make a significant impact in a rapidly evolving industry.
Contact Details:
PVH (Tommy Hilfiger/Calvin Klein) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Operations Manager, London
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
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We think you need these skills to ace Operations Manager, London
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about PVH (Tommy Hilfiger/Calvin Klein) and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at PVH (Tommy Hilfiger/Calvin Klein)
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
