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