- Reporting to the Territory Manager, you will be the engine of our local operations, responsible for the end-to-end service delivery for our portfolio of properties
- This is a performance-driven role where your success will be measured by core operational KPIs, including guest satisfaction ratings, cleanliness scores, health and safety compliance, and supplier performance
- Manage the cleaning and maintenance schedules, allocating tasks to providers and ensuring timely service completion for all bookings
- Oversee daily operational coverage, responding to guest requests and efficiently managing check-in and check-out procedures
- Review new bookings to proactively plan and resource all operational requirements in advance
- Coordinate and schedule all maintenance tasks, ensuring minimal disruption to guests and clients
- Recruit, onboard and train new providers, ensuring they meet our high standards for service and professionalism
- Serve as the primary point of contact for all suppliers, managing communications, tracking hours, and reviewing performance
- Monitor supplier performance through data, feedback, and spot checks to drive continuous improvement
- Process and approve client and provider adjustments as required
- Implement and enforce quality standards through regular spot checks, property inspections, and adherence to detailed cleaning checklists
- Manage inventory for linen and guest consumables, coordinating orders to ensure properties are always well-stocked
- Ensure all properties comply with safety regulations by maintaining up-to-date safety certificates
- Oversee key control processes and conduct regular storage inspections to maintain security and organisation
- The Operations Manager plays a crucial role in the territory’s success. Performance will be measured by your ability to deliver excellence across the following metrics:
- Guest Satisfaction & Quality:
- Airbnb & Booking.com Rating: Achieving and maintaining target guest review scores on major booking platforms
- Airbnb Cleanliness Score: Hitting the target score specifically for cleanliness, reflecting the quality of housekeeping services
- Operational Compliance & Efficiency:
- Property Spot Checks: Meeting targets for the quantity and quality score of completed property inspections
- App Usage: Ensuring high adoption and consistent usage of our internal app by all service providers
- Health & Safety: Maintaining 100% compliance on all required property safety certificates and checks
- Financial Contribution:
- NBV & Gross Profit: Contributing to the territory’s financial goals (NBV vs Previous Year, Gross Profit NBV %) by managing operational costs, maximising efficiency, and preventing revenue loss due to operational failures
Location & Work Environment
Must be based in London and able to travel to properties to carry out on-site visitsThis is a hands-on role that requires strong organisational skills, and a sharp eye for detailThe ideal candidate thrives in a fast-paced environment, excels at complex scheduling and problem-solving, and has a passion for creating seamless, five-star experiencesExcellent communication skills, both written and verbalExperience in the short-term rental or property management industryExceptional organisational and time-management skills, with demonstrable experience in complex schedulingFlexible working requirement: Flexible hours to meet business needs. You may also be required to work occasional evenings/ out of hours to meet operational demandFamiliarity with property management software (PMS) or ticketing systemsStrong problem-solving abilities and a talent for handling escalations with a calm and professional demeanourProven experience in an Operations or Hospitality Management roleTech-savvy and comfortable using various software platforms and mobile apps for scheduling, communication, and task managementA hands-on attitude and willingness to be in the field conducting inspections and meeting providersExperience managing third-party contractors, suppliers, or a distributed workforce
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