Job Description

Operations Manager - East Shropshire & Stafford

Full-time Hybrid 30,000+ (DOE)

Pass the Keys - Short-Let & Holiday-Let Property Management

Location:

East Shropshire & Stafford (must be locally based)

Working Pattern

Flexibility for weekends, occasional evenings/out-of-hours

About Us

Pass the Keys is the UK's leading full-service short-let and holiday-let management company, supporting homeowners with hassle-free hosting since 2015. Operating across 70+ locations, we're committed to delivering exceptional guest experiences and reliable property management.

We are looking for an organised, proactive, and hands-on

Operations Manager

to drive operational excellence across our territory. If you thrive in a fast-paced environment, love problem-solving, and take pride in delivering five-star hospitality, this is the role for you.

Key ResponsibilitiesService Delivery & Scheduling

Manage daily cleaning and maintenance schedules. Oversee check-ins, check-outs, and guest requests. Review upcoming bookings and plan operational needs ahead of time. Coordinate maintenance tasks to minimise guest disruption.

Supplier & Provider Management

Recruit, onboard, and train cleaning and maintenance providers. Act as main point of contact for suppliers and contractors. Monitor performance through feedback, data, and spot checks. Process provider and client adjustments as required.

Quality Control & Compliance

Conduct regular property inspections and spot checks. Maintain stock of linen and guest consumables. Ensure full compliance with safety certificates and regulations. Oversee key management and maintain organised storage areas.

Guest & Client Support

Lead operational setup of new properties. Handle escalated guest and client issues professionally. Respond to guest reviews and drive service improvements. Manage client communication relating to property details and guest experience.

Key Performance Indicators

Strong Airbnb/Booking.com guest review scores. High cleanliness ratings and quality inspection results. 100% health & safety compliance. Efficient provider app usage and timely service delivery. Contribution to territory NBV and Gross Profit targets.

What We're Looking ForEssential

Experience in Operations Management or Hospitality. Excellent organisational and time-management skills. Experience managing contractors or field-based teams. Strong problem-solving skills and calm escalation handling. Confident communicator, both written and verbal. Tech-savvy and comfortable using apps/software tools. Hands-on approach and willingness to carry out field inspections. High attention to detail.

Desirable

Experience in short-term rentals or property management. Familiarity with PMS or ticketing systems.

Additional Requirements

Based in East Shropshire/Stafford with ability to travel to local properties. Comfortable working Thursday-Monday with flexibility. Occasional travel to other territories for training/meetings.

Why Join Pass the Keys?

A fast-growing company with global ambitions. Supportive culture built on Drive, Evolve, Take Pride, and Together. Autonomy and trust--results matter more than micromanagement. Professional growth and development opportunities. Flexible work arrangements where possible. Competitive salary with clear progression. A collaborative, inspiring team environment
Job Type: Full-time

Pay: 29,228.86-32,000.00 per year

Work Location: Hybrid remote in Telford TF2 8NZ