Hotel Operations Manager

Kasa•Mineral, VA

58d•$70,000 - $73,000

About The Position

Kasa is looking to add a highly motivated individual to join our Property Operations team to oversee a one-of-a-kind property in Lake Anna, VA. As an Operations Manager, you will have responsibility for the on-the-ground operations of this property, including management of physical and technical challenges. You will also serve as the face of Kasa on the ground for Kasa guests. In this role, you will work closely with Kasa's centralized Property Operations support team and Guest Experience team to make the property successful and safe for all of our guests and residents. It takes a special person to oversee this property, and we hope you're excited by the challenge! Like many operations roles, there is no 'typical day'. Your role will involve a wide range of activities tending to the Kasa property in your care. These activities will be a mixture of recurring property management tasks and activities requiring more urgent attention. Managing, prioritizing, and carrying out on-site tasks is crucial for this role. You will routinely assess units and the overall building for condition and upkeep, as well as assist guests and residents with their needs as they arise. This includes replacing broken items, coordinating with our housekeeping partners to maintain a high level of building cleanliness, and searching for potential areas for improvement. You'll need to take the initiative to identify and execute building improvements while being financially prudent. An important component of the role will be to maintain proper logs and certifications to keep the building in compliance. During emergencies, you will be the primary party responsible for providing support for lockouts, last-minute requests, and assisting with other guest issues. As our eyes and ears on the ground, you will also work with our Trust and Safety team to implement on-site security protocols and be present at the property to personally oversee the departure of problematic guests. Working closely with other teams at Kasa and utilizing Kasa's communications and scheduling tools will be crucial to coordinating on-the-ground operations. You will have the opportunity to collaborate with a small team of other San Francisco building managers to share best practices and support each other!

Requirements

5+ years of work experience, ideally in the hospitality or service industry
You have an innate ability to serve a diverse base of guests and deliver experiences with a service mindset
You are comfortable "rolling up your sleeves" as a boutique hotel manager and can "run the show" autonomously
You thrive in an environment with constantly shifting priorities and are able to be flexible and adaptable at a moment's notice, potentially on nights and weekends
You have a mix of both front-of-house and back-of-house work experience, giving you unique insight into the total operations of a property
You have excellent time management skills and enjoy juggling multiple time-sensitive projects at the same time
You understand how to deliver an excellent guest experience while remaining financially prudent
You have a passion for and track record of creating magical experiences for guests and clients
You have a proven history of meeting or exceeding budgeted revenue and expense targets
You are outgoing and able to "read the room" extremely well, being able to proactively address issues before they impact a guest's stay
You are comfortable navigating spreadsheets and are technically savvy, willing to use new technology systems including virtual communication tools as a way to collaborate with a fully remote team while juggling guest issues
You are open-minded towards new forms of hospitality and personnel management
You are plugged into the Ocean City community or have a passion for forming strong community bonds within new neighborhoods
You have a keen sense for what the new local hot spots are and can be a source of knowledge to guests, helping to curate unique local experiences
Travel is part of your DNA and you have a passion for the hospitality, tech, and real estate industry
This role requires regular access to a reliable vehicle to use for work, a valid driver's license, and a clean driving record with proof of insurance

Nice To Haves

You've worked for an alternative hospitality brand in the past
You've had experience with sales (corporate, groups, and leisure)
You've implemented or executed a robust preventative maintenance program

Responsibilities

Define and build out the Kasa management playbook for the property - you will determine processes, best practices, systems & tools to ensure the property is operating smoothly
Ensure the property remain in compliance with various City and State reporting requirements
Oversee contracted Housekeeping partners and external vendors and delegate daily tasks as needed
Oversee preventative maintenance efforts property-wide
Partner with the Kasa Procurement team to establish PAR levels for operating supplies and ensure orders are placed on a regular basis, with an eye towards fiscal prudence
Inspect and provide feedback to housekeeping partners to ensure cleanliness standards are upheld throughout the building
Serve as the face of Kasa to guests in the building, as well as the neighborhood at-large
Ensure guest access points are always in good working order, allowing for a seamless, pleasant arrival, and departure experience
Provide ad-hoc emergency support for lockouts, time-sensitive requests, and other guest issues

Benefits

Kasa Travel Credit: We love to travel! Kasa employees get an allowance of free stays with us in any of our locations, plus a discount on any night for friends and family.
Generous Stock Option Plan: At Kasa, our compensation philosophy is to offer a total compensation package that over-indexes on equity to encourage our team to think like owners (by being owners) and benefit from the growth in value that our collective hard work creates.
Flexible PTO: Full-time exempt Kasa employees are encouraged to take time off as they need and see fit, ensuring that it's not disruptive to their work.
Cell phone reimbursement: We reimburse a portion of your monthly cell phone bill to say thanks for using your personal phone during the workday.
401(k) plan: As you invest in yourself and your future, Kasa invests in you too: we match 100% of the first 1% of your deferred salary.
Health Coverage: We've invested in comprehensive health insurance options to help when you need it most, including a company-sponsored plan with fertility coverage.
Other Perks: Qualifying full-time roles are eligible for a wi-fi stipend, home office stipend, and more!

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