Operations Manager, York

About Us:

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.

The Role:

As Operations Manager for the York territory, you’ll be responsible for delivering the smooth and efficient running of day-to-day operations across our managed properties. This includes working closely with service providers, overseeing property standards, and ensuring our guests enjoy a 5-star experience. From managing linen and consumables stock to conducting property checks and ensuring safety compliance, your role is key to ensuring our hosts and guests get the best of what Pass the Keys has to offer.

This is a hands-on role that requires strong organisational skills, and a sharp eye for detail.

Key Responsibilities:

• Provider Management: Build strong relationships with cleaning, linen, and maintenance providers, ensuring quality and timeliness of services.
• Scheduling: Oversee and optimise the scheduling of services (cleans, changeovers, maintenance) to meet operational demand.
• Host & Client Relations: Work with the City Manager to manage relationships with hosts, providing world-class customer service to ensure maximised use of our services and long-term retention.
• Property Onboarding: Take full ownership of the property onboarding process to ensure new properties are ready to go live by their DOFA.
• Quality Control: Conduct regular property spot checks and implement improvements where needed.
• Guest Experience: Monitor guest feedback and reviews, addressing any operational issues quickly and effectively.
• Damage & Issue Management: Oversee damage reporting and resolution, liaising with providers and guests to close the loop.
• Storage & Stock: Manage local storage spaces, conduct regular key audits, and ensure consumables and linen are stocked and accounted for.
• Health & Safety: Maintain high safety standards across all properties, ensuring compliance and proactively addressing risks.
• Collaboration: Work closely with the City Manager and other departments (Client Success, Guest Support, Tech) to deliver a seamless service.
• Continuous Improvement: Identify operational gaps and opportunities to improve processes, reduce costs, and enhance property quality.

Key Performance Targets:

• Maintain a guest review score of 4.75+ on Airbnb and 8.6+ on Booking.com
• Complete property spot checks on every property per quarter
• Onboard all pipeline properties before their scheduled Date of First Availability (DOFA).
• Maintain an operating profit margin of +21%.

Required Characteristics & Competencies:

• Highly organised and detail-oriented, able to juggle multiple tasks
• A natural problem-solver who takes ownership and finds solutions
• Strong communication skills with providers, team members, and guests
• Comfortable using tech platforms to manage tasks and report issues
• Hands-on, proactive, and happy to roll up your sleeves when needed
• A focus on quality, with pride in high standards and great experiences
• Good commercial understanding and ability to support in driving financial performance.
• Performance-oriented mindset with a focus on continuous improvement.
• Ambitious, self-motivated, and driven to achieve results.

Additional Requirements:

• Location & Work Environment: Must be based in York, working from home with on-site visits to properties as needed.
• Local Knowledge: Familiarity with the York area is advantageous to better support hosts and guests.
• Industry Experience: Previous experience as an Airbnb or Booking.com host or guest is a plus.
• Weekend Working: Requirement to work Thursday to Monday pattern and flexible hours to meet business needs.
• Travel Requirements: Occasional travel to the London Head Office for meetings and training.

Why Join Us?

At Pass the Keys, we are committed to fostering an environment where success is both achievable and sustainable. We believe in empowering our teams with the tools, support, and knowledge they need to thrive. As part of our team, you will benefit from:

• A Global Vision: Join an ambitious company aspiring to be the global leader in short-let and holiday-let property management.
• A Strong Company Culture: Our four core values—Drive, Evolve, Take Pride, and Together—guide everything we do.
• Autonomy & Independence: We manage by results, not input. No micromanagement—just accountability and impact.
• Professional Growth Opportunities: We encourage responsibility and development, allowing you to expand your skills as much as you can handle.
• Flexible Work Arrangements: We understand the importance of work-life balance and support flexible scheduling where possible.
• Competitive Salary: While there may be places that pay more, we offer competitive wages with strong career progression opportunities.
• A Great Team: Work alongside inspiring colleagues in a supportive and collaborative environment.

UK-Specific Benefits:

• 22 days of holiday plus an extra day off for your birthday.
• Pension scheme with salary sacrifice, matching contributions up to 7%.
• Enhanced maternity pay—up to 90% of salary for six months.
• Bonus scheme available after passing probation

Salary: £29,000 - £32,000