Pass the Keys®
Operations Manager
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Company Description
Pass the Keys® is the UK’s leading full-service short-let and holiday-let management company, simplifying hosting for homeowners since 2015. With over 70 franchise partners across the UK, Spain, and Northern Ireland, the company combines bespoke technology, exceptional service, and strong local expertise to deliver fully managed property services. These services cover guest screening, dynamic pricing optimisation, 24/7 guest support, and hotel-quality cleaning and linen. Trusted by thousands of guests and hosts on Trustpilot, Pass the Keys® is building a gold-standard reputation in property management and offers opportunities to host, stay, or join its growing franchise and operations network.
Role Description
The Operations Manager role is a full-time, on-site position based in Edinburgh. This role oversees day-to-day property operations, including coordinating guest check-ins and check-outs, ensuring cleaning and maintenance schedules are followed, and monitoring property standards to maintain a high-quality guest experience. The Operations Manager will manage local supplier relationships, support pricing and occupancy optimisation, and address operational issues promptly to reduce downtime and enhance efficiency. The role also involves tracking performance metrics, implementing process improvements, and collaborating with central teams to align local operations with company standards. The Operations Manager will lead and support local staff, provide clear communication, and help ensure seamless, reliable service for both hosts and guests.
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Qualifications
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- Strong operations and logistics skills, with experience coordinating schedules, managing workflows, and overseeing service delivery.
- Proven ability in team leadership and people management, including training, performance oversight, and fostering a collaborative work environment.
- Customer service and relationship management skills, with the ability to handle guest and host inquiries and resolve issues professionally.
- Basic financial and analytical skills to manage budgets, review performance data, and support pricing and occupancy decisions.
- Excellent communication and organizational skills, with attention to detail and the ability to handle multiple properties and tasks simultaneously.
- Comfort with technology and property management systems; proficiency in common office software and mobile apps.
- Prior experience in hospitality, property management, or service operations is highly beneficial.
- Ability to work on-site in Edinburgh, including occasional evenings or weekends based on operational needs.
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