3. Supplier & Contractor Management

• You will manage a network of external suppliers, including:
  • Cleaners.
  • Laundry providers.
  • Maintenance contractors.
  • Plumbers and heating engineers.
  • Electricians.
  • Gardeners.
  • Handymen.
  • Other property-service suppliers.
• Where standards aren't being met, you will be expected to have direct and sometimes difficult conversations.

4. Quality Control & Property Standards

• Our reputation depends on the standard of our properties.
• You will:
  • Carry out regular and random property inspections.
  • Quality-check cleaning and presentation.
  • Monitor recurring property issues.
  • Identify wear and tear and maintenance requirements.
  • Ensure remedial works are completed.
  • Check that properties meet our presentation standards.
  • Ensure guest-facing equipment and facilities are working correctly.
  • Maintain accurate property information and operational instructions.
• We don't want to discover a problem because a guest has complained about it.
• We want you to find it first.

5. Guest Experience

• Although this is an operational role, everything you do ultimately affects the guest experience.
• You will work closely with our guest support team to ensure:
  • Guests arrive at a property that is ready and correctly presented.
  • Problems are resolved quickly.
  • Contractors and suppliers respond appropriately.
  • Operational complaints are minimised.
  • Escalated guest issues are handled professionally.
  • Appropriate compensation or solutions are considered when operational failures occur.
• You will understand that a single missed clean, broken boiler or poorly handled problem can lead to:
  • A poor review.
  • A refund request.
  • Loss of revenue.
  • Damage to the owner's relationship with us.
  • Damage to the Pass the Keys brand.

6. Organisation, Systems & Process Improvement

• We want an Operations Manager who doesn't simply manage today's problems.
• You will continually ask:
  • "Why did this happen, and how do we stop it happening again?"
• You will be expected to:
  • Improve operational processes.
  • Introduce effective checklists and systems.
  • Improve communication between office and field teams.
  • Reduce avoidable errors.
  • Reduce repeat operational issues.
  • Improve turnaround efficiency.
  • Develop better ways of monitoring outstanding tasks.
  • Create greater accountability across suppliers.
  • Identify opportunities to automate or simplify repetitive processes.

7. Planning & Prioritisation

• This role involves managing multiple competing priorities.
• At any given time you could be dealing with:
  • A cleaner who hasn't arrived.
  • A guest reporting no hot water.
  • A contractor waiting for access.
  • A property inspection that needs completing.
  • An owner requesting an update.
  • A maintenance issue at another property.
  • A last-minute booking.
• You must be able to determine:
  • What needs doing now?
  • What can wait?
  • What can be delegated?
  • What needs escalation?
• You must remain organised and calm when several problems occur simultaneously.

8. Team & People Management

• Although many members of the operational team may be contractors or suppliers rather than direct employees, you will still be responsible for managing their performance.
• You will need to:
  • Give clear instructions.
  • Set expectations.
  • Monitor performance.
  • Provide feedback.
  • Address underperformance.
  • Recognise good performance.
  • Build strong working relationships.
  • Ensure everyone understands the standards expected.
• You should be confident managing people who do not directly report to you.

9. Property Asset Management

• We don't simply manage bookings. We manage people's properties.
• You will therefore take an active role in protecting the condition and long-term performance of each property.

10. Ownership & Decision-Making

• We need someone who takes ownership.
• You won't be successful here if your instinct is to wait for someone to tell you what to do.
• We want someone who sees a problem and thinks:
  • "Right. How am I going to fix this?"
• You will be expected to:
  • Make sensible decisions independently.
  • Take responsibility for outcomes.
  • Follow tasks through to completion.
  • Communicate clearly.
  • Know when to escalate.
  • Accept responsibility when something goes wrong.
  • Learn from mistakes.
  • Protect the interests of the business and our property owners.
• You should be comfortable saying:
  • "I've got it."
• —and then actually getting it done.

What Success Looks Like

Six months into the role, we want to feel that the operation is more organised, more reliable and less dependent on the owners.

A successful Operations Manager will:

• Know what is happening across the portfolio.
• Have excellent visibility of upcoming changeovers.
• Identify problems before guests do.
• Keep suppliers accountable.
• Maintain high property standards.
• Resolve issues quickly.
• Keep accurate records.
• Follow through on outstanding actions.
• Make sensible decisions independently.
• Reduce the number of problems reaching Andy and Vicky.
• Create systems that make the operation more efficient.
• Take genuine pride in the performance of the portfolio.

Key Performance Indicators

Your performance will be measured against clear operational KPIs, including:

• Property readiness at guest check-in.
• Cleaning and inspection standards.
• Guest complaints arising from operational failures.
• Speed of operational issue resolution.
• Supplier and contractor performance.
• Outstanding maintenance actions.
• Completion times for operational tasks.
• Accuracy of operational records.
• Reduction in repeat operational failures.
• Guest satisfaction and review performance.
• Overall reliability of the field operation.

The Person We're Looking For

We are looking for a high-drive, naturally organised and commercially aware operator.

You are likely to be someone who:

• Has natural urgency.
• Moves quickly but thinks clearly.
• Is calm under pressure.
• Is highly organised.
• Has exceptional follow-through.
• Notices details others miss.
• Enjoys solving problems.
• Is comfortable making decisions.
• Doesn't need constant supervision.
• Isn't afraid of difficult conversations.
• Holds people accountable.
• Takes pride in standards.
• Has a strong work ethic.
• Enjoys responsibility.
• Wants to make things happen.