Air Freight Operations Coordinator supporting Import Air at Toll Group. Focuses on accurate documentation, coordination, and regulatory adherence for efficient service delivery.
About the role
- Operations Manager at Pass the Keys overseeing property management and service delivery in London. Responsible for performance metrics and guest satisfaction in a fast-paced role.
Responsibilities
- 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, ensuring each property is fully prepared to welcome its first guests.
- 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.
Requirements
- Proven experience in an Operations or Hospitality Management role.
- Exceptional organisational and time-management skills, with demonstrable experience in complex scheduling.
- Strong problem-solving abilities and a talent for handling escalations with a calm and professional demeanour.
- Experience managing third-party contractors, suppliers, or a distributed workforce.
- Excellent communication skills, both written and verbal.
- 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.
- Desirable: Experience in the short-term rental or property management industry.
- Desirable: Familiarity with property management software (PMS) or ticketing systems.
- Additional Requirements: Must be based in London and able to travel to properties to carry out on-site visits
- Weekend Working: Requirement to work Thursday to Monday pattern and flexible hours to meet business needs. You may also be required to work occasional evenings/ out of hours to meet operational demand.
- Travel Requirements: Occasional travel to other PTK territories for meetings and training.
Benefits
- 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.
- 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
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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