When Vicky launched Pass the Keys in Shropshire back in 2021, it started as a jump into a new industry after a successful career in the motor trade. Growth came quickly. In 2022, Andy joined full-time and together they’ve built a successful short-let management company with big goals for the future.
Today they manage 55 properties and are setting their sights on 100 within the next one to two years.
Choosing Pass the Keys
Vicky and Andy come from strong management, customer service and sales backgrounds, having worked at Audi for years. Andy focused on finance and business management, while Vicky worked in sales and customer relations. Their 50 years of combined experience in the motor trade industry provided them with a range of skills that would prove invaluable as Pass the Keys franchise owners.
“All that sales experience and customer service…we now use that in our business every day,” Andy mentioned.
When Vicky decided to rent out one of her properties on Airbnb, she realised she didn’t have the time to manage it. That’s when she found Pass the Keys. At first, she wanted to use their short-let management services but found out they didn’t operate in her area. Recognising the business opportunity, Vicky and Andy explored the franchise programme together.
What drew them to Pass the Keys was the blueprint: national brand strength, technology that takes the heavy lifting out of daily ops, and ongoing support and training.
Brand strength
They liked the company’s reputation, seeing other successful territories across the UK. Knowing they were joining a tested model eased their worries about jumping into a new industry and lowered that risk.
“To have a group of territories out there that were very successful…why not be a part of that?” Andy added.
Technology
Pass the Keys’ platform pulls the moving parts of short-let management into one place, so Vicky and Andy can run the day smoothly and focus on the bigger picture.
Vicky explained, “The technology that Pass the Keys give us really helps our daily operations. It gives us visibility on bookings and guest messages. From the bookings, we can arrange our cleaners, any maintenance that needs doing, and spot-check properties. It also gives us insight into our revenue and what occupancy rates we’re looking at. It’s basically everything in one package. It’s all interlinked with the listing platforms we use, so we can instantly see bookings coming in, messages from guests, and the interaction is great through it.”
Solid support
Pass the Keys offered a comprehensive training programme and ongoing support, so they felt good knowing they wouldn’t be starting from zero.
“To have the backup of the franchisor is extremely comforting…to know that if you do have a question, they’ve had that experience already,” Andy stated.
Vicky added, “Throughout the week we’ve got a really nice network and there’s lots of training and development always available as well.”
A typical day
Vicky and Andy’s days are filled with diverse managerial responsibilities, while also being the face of the company. Here’s a peek into their typical day:
Morning
- Schedule tasks and set priorities for the day.
- Organise any maintenance tasks.
Throughout the day
- Spot-check properties for quality.
- Meet new property owners who want to partner with Pass the Keys.
- Arrange professional photoshoots.
Other ongoing tasks
- Look at guest reviews to spot trends that help improve the guest experience.
- Maintain strong relationships with hosts through regular updates, calls, and emails.
Long-term goals
With their franchise thriving, Vicky and Andy have set ambitious goals. They plan to expand their portfolio to 100 properties by bringing on a Client Success Manager. To solidify their leadership in Shropshire’s short-let market, they will adopt an increasingly strategic role and focus on scaling their business and driving long-term growth.
“We’ll then take other personnel on to hopefully allow us to take a more of an overhead view of the business, “Andy stated.
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