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Pass the Keys (A)

By John Mullins


It was a cold, blustery February morning in 2019. Pass the Keys co-founders Alex Lyakhotskiy and Zoe Vu were reflecting with their team on the three and a half years that their fast-growing company had been in business. “We’re now managing 480 properties in nine cities across the UK. Most of our owner-hosts love what we do,” said Lyakhotskiy. “But I’m worried, Zoe. We still have too many service quality issues – a maid that doesn’t show up, a key that’s missing from its key-box, and many more. And, for all our growth, only two of our cities are running profitably. Are we on the right path? Or should we be considering a pivot to another strategy that would serve us better.

Learning objectives

  1. Understand what digital transformation means at an enterprise level; i.e. cutting across all businesses and functions
  2. Evaluate agile ways of working
  3. Evaluate digital products and services and the digitalisation of assets from a strategic perspective
  4. Understand the challenges in rolling out agile working methods and the human and organisational challenges involved
  5. Analyse what digital transformation means for an established company in a traditional industry


Publication Date: November 2021
LBS Case Code: CS-21-017
Subjects: , ,
Geography: ,
Pages: 11
Format: pdf