Hospitality Operations Manager
Skills
About the Role
You'll play a key role in ensuring exceptional stays and satisfied owners within your assigned zone. You'll be directly responsible for stewarding a subset of homes and the relationships with their owners, while adopting a team mentality to make sure the entire zone operates well. Working alongside Hospitality Coordinators and reporting to the Team Lead of Hospitality Ops, your primary focus will be operational execution — making sure homes are functional, clean, and stocked, supporting guest readiness, resolving in-stay issues, and proactively maintaining owner satisfaction. This is a field-based, people-first role ideal for someone who loves hospitality, problem-solving, and ownership.
Requirements
- 3-5 years of operational experience in hospitality, property management, or related field
- Strong communication and organizational skills
- Experience coordinating or delivering fieldwork in a fast-paced setting
- Proven ability to solve problems and act with urgency
- Tech savvy and comfortable using mobile and desktop task tools
- Valid driver's license and reliable transportation required
Responsibilities
- Ensure homes under your stewardship are consistently functional clean and stocked and guest-ready
- Directly manage a team of housekeepers, overseeing scheduling, task assignment, performance monitoring, coaching and feedback
- Prioritize and delegate tasks such as inspections and restocks to Hospitality Coordinators
- Collaborate with Hospitality Coordinators and other Hospitality Operations Managers to support a team-first mentality
- Maintain property-level expertise by visiting homes regularly and anticipating guest or owner issues
- Act as the operational point of contact for assigned homeowners
- Coordinate with central Guest Experience and Maintenance teams to resolve guest-reported issues
- Take ownership of guest and owner issues by independently approving solutions such as guest compensation
- Identify opportunities to elevate the guest experience through personalization, speed, and detail
- Monitor guest review scores and collaborate with your team lead to raise performance where needed
- Support inventory accuracy, issue prevention, and general property care across assigned homes
- Partner cross-functionally with onboarding, revenue, and field teams to ensure alignment
- Serve as a thought partner to the Team Lead in designing and updating process flows
- Support training of new team members
- Provide cross coverage as needed in other zones
Benefits
- Generous PTO Policy
- 12 Paid Holidays
- Volunteer Time Off
- Paid Parental Leave
- 401k Program
- Wellness and home office/cell phone subsidies
- Health, dental, and vision insurance