Operations Manager

Join our team as an Operations Manager, where you will be responsible for the end-to-end service delivery for our portfolio of properties. You will manage cleaning and maintenance schedules, oversee daily operational coverage, coordinate maintenance tasks, recruit and train new providers, and serve as the primary point of contact for all suppliers. Your success will be measured by core operational KPIs, including guest satisfaction ratings, cleanliness scores, health and safety compliance, and supplier performance. This is a hands-on role that requires strong organizational skills and a passion for creating seamless, five-star experiences.

• Manage the end-to-end service delivery for a portfolio of properties, ensuring high standards of cleanliness, maintenance, and guest satisfaction.
• Oversee daily operational coverage, respond to guest requests, and efficiently manage check-in and check-out procedures.
• Recruit, onboard, and train new providers, ensuring they meet high standards for service and professionalism, and monitor supplier performance.
• Location & Work Environment: Must be based in London and able to travel to properties to carry out on-site visits
• This is a hands-on role that requires strong organisational skills, and a sharp eye for detail
• The ideal candidate thrives in a fast-paced environment, excels at complex scheduling and problem-solving, and has a passion for creating seamless, five-star experiences
• Excellent communication skills, both written and verbal
• Experience in the short-term rental or property management industry
• Exceptional organisational and time-management skills, with demonstrable experience in complex scheduling
• Flexible working requirement: Flexible hours to meet business needs. You may also be required to work occasional evenings/ out of hours to meet operational demand
• Familiarity with property management software (PMS) or ticketing systems
• Strong problem-solving abilities and a talent for handling escalations with a calm and professional demeanour
• Proven experience in an Operations or Hospitality Management role
• Tech-savvy and comfortable using various software platforms and mobile apps for scheduling, communication, and task management
• A hands-on attitude and willingness to be in the field conducting inspections and meeting providers
• Experience managing third-party contractors, suppliers, or a distributed workforce