Who Are We?
1. Pass the Keys is a fast-growing short-let management company, originally founded in London in 2015 and now UK wide across 80 locations in the UK and Spain.
2. We manage hundreds of properties on multiple platforms including Airbnb, and VRBO and our recently launched Direct bookings site.
3. We offer a fully managed service for our hosts and guests (including Listing & Revenue Management, 24/7 Guest Services, & Cleaning & Maintenance services)
4. Our Mission: “ We create opportunities in every corner of the world, for our hosts, our guests and our people”.
Role Overview:
We are looking for a proactive, self driven, customer focused individual to support our growing portfolio within York.
Using Pass the Keys internally developed technology, integrated CRM tools, and external booking platforms, the role includes client relationship management, listing and operational support, commercial and revenue driven decision making.
Flexible to work hours to meet business needs, and based on team rota structure.
Availability to travel within York to visit our properties for viewings and upkeep requirements.
What You Will Be Doing?
5. Manage our relationships with hosts, providing them with world-class customer service to ensure maximised use of our services, and long-term retention.
6. Manage day-to-day communications with providers and hosts, provide proactive solutions and solve issues while coordinating work with the City Manager
7. Set expectations with our clients as to what is operationally possible and actively work to retain them within the portfolio.
8. Gather quantitative and qualitative insights that can drive product improvements
9. Improve processes and contribute to the team’s vision and strategy as well as the overall company growth
10. Execute and communicate proactive account management with clients to maximise revenue for customers and the business.
11. Complete frequent portfolio reviews to add value to listings, and actively support and guide clients on guest & provider feedback to support end user experience.
12. Efficiently onboard new clients signed up by the City Manager and provide them with an outstanding customer experience
13. On site support by inspecting of properties, and driving them towards success
14. Ensure all Pass the Keys standard operating procedures are adhered to within daily practice, and we efficiently communicate to clients, when required, any business developments.
Requirements
Who do We Want?
15. Self-driven, performance-orientated & outstanding organisational skills
16. Customer service experience 3 years +
17. Knowledge of Google G Suite & Sheets
18. Excellent English written and spoken communication skills.
19. Local knowledge is required
20. Experience hosting or staying at Airbnb or properties is a plus
21. Availability to work flexible hours to meet business needs including weekends
22. Hybrid working scheme - onside plus working from home
23. Travel to the London office once a month
Benefits
Salary £28 - 31K
Bonus scheme available after passing probation
30 Days holiday (inc Bank Holidays)
Birthday Day Off
Flexible working policy