About the job
Pass the Keys has supported property owners with short-let and holiday-let management since 2015, operating across the UK, Spain, and Northern Ireland. With a network of more than 70 franchise partners, the company aims to simplify hosting for homeowners and create memorable guest experiences.
Role overview
Based in Edinburgh, the Operations Manager reports to the Territory Manager and oversees daily service delivery for a diverse portfolio of properties. This position is key to maintaining high operational standards, focusing on guest satisfaction, cleanliness, compliance, and supplier performance. The role suits someone who enjoys managing complex schedules, solving problems, and ensuring smooth guest stays. Strong organizational skills and attention to detail are important for success.
Main responsibilities
Service delivery and scheduling
- Supervise cleaning and maintenance schedules, assigning tasks to service providers and tracking timely completion for all bookings.
- Manage daily operational coverage, respond to guest requests, and coordinate efficient check-in and check-out processes.
- Review new bookings to plan and allocate operational resources in advance.
- Schedule and coordinate maintenance work to minimize guest disruption.
Supplier and provider management
- Recruit, onboard, and train new service providers to uphold company standards.
- Act as the main contact for suppliers, handle communications, track hours, and monitor performance.
- Assess supplier performance using data, feedback, and spot checks to drive improvement.
- Process and approve adjustments for clients and providers as required.
Quality control and compliance
- Maintain quality standards through regular inspections, detailed cleaning checklists, and property assessments.
- Oversee inventory of linens and guest consumables, placing orders to ensure properties remain stocked.
- Ensure compliance with safety regulations by keeping certificates current.
- Manage key control processes and conduct regular security and organization inspections.
Guest and client support
- Lead operational setup for new properties during onboarding, including arranging photography, first cleaning, key handover, and health and safety checks to prepare for guest arrivals.
