The Life Of A City Manager - London Edition
Working for a short-let company can be very rewarding, but also rather challenging at times. Property managers experience a lot of unpredictable seasonality and market changes and last-minute guest requests. We managed to squeeze five minutes in with our very own City Manager - Katya, so that we could hear all about the “Life of a City Manager” directly from the biggest operator within the business.
What are your day-to-day responsibilities?
My overall responsibility is to ensure that everything runs smoothly - from having all the cleaners, fresh linen and amenities arrive at the properties on time to making sure that each property is advertised on various platforms and educating our account managers on the most recent market changes. I also visit new homes in the areas we look after and work closely with the Pass the Key’s HQ team which allows me to help shape decisions that affect the business globally.
What is the difference between an Account Manager and City Manager?
A city manager is a role that allows us to oversee the entire operation within the city. We hire suppliers (eg. cleaners; maintenance), conduct portfolio audits, set pricing structures, and attend sales viewings. The difference between a City Manager and a Client Success Manager is that the Client Success Team focuses only on the host experience and retention, whilst the City Manager focuses on the actual operations and growth of the local portfolio.
Tell us more about your clients.
As we like to say, London is always very different from the rest of the territories managed by Pass the Keys. Some of our clients are first-time property buyers exploring the short-let experience; others have their second property in London whilst living in the countryside. We manage a diverse range of properties - from the tiniest studio in Brixton to a Victorian history house in the heart of Holborn.
What made you join the Pass the Keys team?
Operationally speaking, I’ve always been interested in working in a fast-paced and busy environment. I was lucky enough to apply for the right job at the right time. My career with Pass the Keys started back in 2018 as an account manager, and slowly progressed to Operations Manager, and now - a City Manager.
And what about your background - have you always worked in property management?
Funny you’d ask… I’ve spent the last 12 years working in hospitality. My very first job in London was at The Savoy where I was a coordinator within the Housekeeping department; I then moved to a start-up marketplace where I was responsible for all acquisitions for the UK and Ireland, and I was overseeing over 17 cities, and 3000 cleaners. As I always say, I have never been in a NON-hospitality environment.
What do you love the most about your current role?
I love how dynamic the role is! There is never a dull moment. We get to work with suppliers and team members from all around the world. It is fascinating how fast we can convert a property, have it advertised within days, and take its first bookings. I’ve always liked a bit of healthy competition so having multiple territories to work with definitely makes my job very exciting.
How many bookings do you manage per month, and what is the secret to your success as a City Manager?
I thought you’d never ask! 😀 In June, we received a total of 420 bookings which was our second highest record of all time; in other words, we have had over 1,000 bookings in the last three months. What makes me and my team successful is definitely our dedication to providing exceptional service and our passion for short-let operations. I work with a very strong team that supports me in overseeing the city and implementing new practices (you can check out ‘Meet the London Team’ to find out more about our team.
Why should property owners choose Airbnb hosting with Pass the Keys?
Pass the Keys is one of the unique platforms out there. We are well established within the territories we look after and have a stable operation that is perfectly aligned with the market. We work hand-in-hand with our HQ team and cover over 70 territories within the UK, providing opportunities for both hosts, guests, and small local businesses. A host can become a guest and a territory owner. Our Direct website is a new generation of supporting tools to help us be the top third operator in our industry.