Senior Operations Manager

Kasa • Denver, CO

24d • $81,000 - $83,000 • Onsite

About The Position

Kasa is a technology-enabled hotel and apartment hotel brand and manager that partners with owners of multifamily and boutique hospitality properties. The Senior Operations Manager leads a high-performing team to deliver strong outcomes for property partners and guests. The role reports to an Area General Manager, requires living within driving distance of assigned properties, and involves spending 95% of work time onsite.

The manager supervises multidisciplinary teams, which may include rooms, housekeeping, maintenance, security, and food and beverage. They ensure workflows are effectively prioritized and Kasa standards are consistently met. The role also involves communicating with partners and guests to resolve issues, developing strategies to improve performance, participating in revenue, marketing, and operational discussions, and evaluating the work of indirect stakeholders, vendors, and third parties. The manager is expected to apply Kasa's core values: Seek the Root Cause, Hall of Fame Hosts, Feed Two Birds with One Scone, and Fearless Feedback.

Requirements

• At least 2 years of hotel management experience.
• Proficiency with property management systems and other core hospitality software.
• Demonstrated ability to improve guest experience scores, such as GSS, NPS, or brand-specific metrics.
• Willingness to roll up their sleeves and take on tasks as needed.
• Ability to identify, prioritize, and secure business partnerships that expand revenue streams.
• Inclusive, empathetic leadership that responds to the needs of direct reports, partners, and customers.
• Critical-thinking skills and the ability to anticipate trends and develop long-term strategies.
• Ability to identify root causes, create project plans, and drive completion of sizable projects at building, market, and regional levels.
• Ability to use historical data to anticipate outcomes, identify risks and opportunities, and make data-driven decisions.
• Ability to hire and dismiss personnel in line with team and organizational needs, while balancing individual growth and overall objectives.
• Ability to understand and interpret financial statements and operational data and use them to make informed recommendations and changes to goals and tactics.
• Ability to reconcile and explain country-specific cultural norms in support of inclusion and belonging.
• Confident, clear communication and the ability to partner with and influence people at all levels.
• Must live within driving distance of assigned properties.

Responsibilities

• Lead teams that may include rooms, housekeeping, maintenance, security, and food and beverage.
• Drive operating profit per unit by increasing revenue, managing cost controls, and partnering with Commercial team colleagues.
• Monitor guest feedback across channels and eliminate recurring issues.
• Promote service and operational excellence in support of a hospitality-centered operating model.
• Build relationships with local businesses, vendors, and the broader community.
• Supervise teams and ensure that workflows are prioritized and Kasa standards are met.
• Communicate with partners and guests to resolve issues.
• Develop strategies to improve property performance and participate in revenue, marketing, and operational performance discussions.
• Define and evaluate the activities of indirect stakeholders, vendors, and other third parties.
• Hire and develop high-performing employees and make personnel decisions, including dismissals, in line with team and organizational needs.
• Use historical data and financial and operational information to make recommendations, set team goals, and guide tactics.
• Identify root causes, develop project plans, and help teams prioritize, schedule, and complete projects at building, market, and regional levels.
• Reconcile and educate others about country-specific cultural norms to promote awareness, inclusion, and belonging.
• Communicate clearly, influence stakeholders at all levels, lead important conversations, and deliver feedback.

Benefits

• Kasa Travel Credit: allowance for free stays at Kasa locations and discounts for friends and family.
• Flexible PTO for full-time exempt employees.
• Comprehensive health insurance options, including a company-sponsored plan with fertility coverage.
• 401(k) plan with a 100% match on the first 3% of deferred salary.
• Qualifying full-time roles may receive a Wi-Fi stipend, home office stipend, and other perks.
• The role may be eligible for equity, bonus, and additional perks and benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed