About the role
We manage a growing portfolio of short-term rental properties across Portsmouth, Chichester, and West Sussex as part of the Pass the Keys network. We're looking for an experienced operator to take ownership of day-to-day operations across the territory — the most senior operational role in the business, reporting directly to the Directors.
You won't be doing this alone. A Guest Support Team (8am–10pm, daily) handles first-line guest contact and routine admin. An Operations Assistant works alongside you on the ground — spot checks, property issues, and more advanced admin. Your job is to own the standards, systems, and outcomes that tie it all together, and to be the final point of accountability below the Directors who are also there to support you.
What you'll own
Full operational ownership of the property portfolio — standards, compliance, guest and host experience — working with the Guest Support Team and Operations Assistant who will help you achieve this
Territory growth through retention and reputation — keeping hosts happy and renewing, with service quality driving referrals (not a proactive sales role — new host viewings are handled by the Directors, who hand over to you for onboarding, follow-up, and ongoing host questions)
Guest review score and service standards, diagnosing and fixing recurring issues at the root
Design and continuous improvement of operational processes and systems
Managing the Operations Assistant and any local team, with day-to-day people decisions made independently
Supplier and contractor relationships, including negotiating and signing off contracts within an agreed budget
Being the final escalation point for issues the Guest Support Team and Operations Assistant can't resolve
Operational and commercial reporting to the Directors — KPIs, growth, risks, and recommendations
Sharing weekend on-call cover with the Directors and Operations Assistant, on a fair rota
Essential
Significant experience running operations at senior level
Exceptional organisational ability — proven track record of holding complex, multi-site operations together
A track record of building or improving processes and systems
Experience managing and developing a team
Confident, independent decision-maker — comfortable owning outcomes, but equally comfortable working closely with Directors and colleagues rather than operating in isolation
Strong communicator, including reporting upward to owners/directors
Full driving licence, with willingness to travel around Portsmouth and Chichester
Desirable
Background in property, hospitality, or short-term rental management
Experience with HubSpot or similar CRM
Experience in a multi-site or franchise-style business
Benefits
The most senior operational role in the business, with direct access to the Directors and genuine support — not a role where you're left to sink or swim
Real autonomy and decision-making authority within your domain
A structured team around you: Guest Support Team, Operations Assistant, and Directors sharing the load
Bonus structure tied to KPI performance, host retention, and portfolio growth
A clear path to shape how the business runs as it scales
Pay: £38,000.00-£42,000.00 per year
Work Location: In person
