Pass the Keys

Operations

• 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.
• Oversee the operational setup of new properties during onboarding, including photography, initial cleaning, key handover, and health & safety checks.
• Act as the primary escalation point for operational issues, managing and resolving guest and client resolution cases efficiently and professionally.
• Respond thoughtfully to guest reviews, addressing feedback and implementing changes to improve future service.
• Manage client and guest communication preferences related to property information and "Guest Success" initiatives.

Operations Manager

Full-stack Engineer

• Drive the User Experience: You will facilitate the delivery of features that directly improve ease of use. You’ll collaborate with our Senior Product Owner to identify friction in the host or guest journey and build the solutions to remove it.
• AI-Augmented Delivery: You will use AI tools (Windsurf, Gemini, etc.) to rapidly master and contribute to our code-base. You'll bridge the gap between your foundational web knowledge (HTML/CSS/JS) and our professional architecture to ship code that is both creative and compliant.
• Collaborate with Stakeholders: You will act as a bridge between business needs and technical reality. You’ll work with teams like Marketing, Guest Services, or Operations to ensure that the features you build satisfy real-world requirements for our franchise network.
• Full-Stack Execution: You will work across the front and back end, ensuring that our data-driven reporting and content-driven websites are fast, reliable, and visually polished.
• Post-Launch Validation: Success isn't just merging code. You will look at user behaviour after launch to see if your work actually helped, and you’ll facilitate the discussion on how we can make it even better in the next iteration.
• Systemic Discipline: While we encourage creative problem-solving, you will ensure your work respects our architectural guardrails and passes our automated quality and code-review standards.

Operations Manager

Associate Product Engineer – AI Augmented