Senior Operations Manager

Kasa • New York City, NY

11d • Onsite

About The Position

Kasa is the leading tech-enabled hotel and apartment hotel brand and manager. We partner with owners of multifamily and boutique hospitality properties to deliver stylish, professionally managed accommodations to business and leisure travelers alike. We took the best that hotels and short-term rentals had to offer and created a new class of hospitality that is well-priced, reliable, and offers a large selection of great locations. Unlike traditional hotel operators, we prioritize automation, AI-driven pricing, and data-driven decision-making to optimize revenue and improve guest experiences. Behind the scenes, we build technology that combines with our innovative operations to grow a globally scalable offering that delivers high-quality stays to guests. Our guests enjoy seamless check-ins, caring service, and attractive amenities — and if anything comes up, our on-site and remote guest experience team is available throughout their stay, ensuring our hospitality is rarely seen but always felt. As a Senior Operations Manager, you will work as the leader of a high-performing team that delivers high-quality outcomes for Kasa's property partners and guests. You will be responsible for the day-to-day supervision of your team(s) and for exceeding the expectations of every guest who walks through your door; spending 95% of your time onsite. You’ll lead a multidisciplinary team of employees. You’ll ensure that your team effectively prioritizes their workflows while Kasa standards are always met. You will communicate with partners and guests to resolve issues, develop creative strategies to improve performance, and participate in revenue, marketing, and operational performance conversations. You will also define and evaluate the activities of a broad set of indirect stakeholders both within your property(ies) and with external vendors and other third parties. To be successful, you will integrate the Kasa core values–Seek the Root Cause, Hall of Fame Hosts, Feed Two Birds with One Scone, and Fearless Feedback–into the decisions you make and the actions you take.

Requirements

• 2+ years of hotel management experience.
• Proficiency with property management systems and other core hospitality software.
• Demonstrated ability to drive guest experience scores (GSS, NPS, or brand-specific metrics).
• If something needs to be done, you’re willing to roll up your sleeves to get it done.
• Effectively identifies, prioritizes, and secures business partnerships to expand revenue streams further.
• Recognized as an inclusive leader who leads with empathy, understanding, and intuition to meet the needs of direct reports, partners, and customers.
• The ability to think critically, anticipate future trends and develop effective long-term strategies to achieve organizational goals. Leaders at this level have the ability to ID root causes, create project plans, and drive themselves and their team members to prioritize, schedule and complete sizable project plans at the building, market and regional level.
• Leverages historical data to anticipate future events or outcomes, identify potential risks or opportunities, and make data-driven decisions based on those predictions.
• Skillfully hires and dismisses personnel, making informed decisions aligned with team and organizational needs. Balances individual growth with overall objectives, fostering a productive and collaborative work environment. You must be comfortable hiring and developing high performers and parting ways with those who don’t meet the bar.
• Understand and interpret financial statements and operational data from a variety of sources; synthesize data to make informed recommendations and changes in team goals and tactics.
• Reconcile and educate others on country-specific cultural norms to promote awareness, inclusion, and belonging.
• Confident and clear communicator with the ability to partner and influence at all levels in an engaging and comprehensive manner; comfortable with being in the spotlight, driving crucial conversations, and delivering feedback.

Responsibilities

• Lead teams which may include rooms, housekeeping, maintenance, security, and F&B.
• Drive operating profit per unit by driving revenues, managing cost controls, and partnering with colleagues on the Commercial team.
• Monitor guest feedback across all channels and work to eliminate recurring issues.
• Champion a culture of service excellence and operational excellence in support of a hospitality-centered operating model.
• Build relationships with local businesses, vendors, and the broader community.

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 : We believe the success of our business should be shared with our team. As you grow with us, we increase the opportunities for you to become part-owners of our company.
• 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.
• 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.
• 401(k) plan: As you invest in yourself and your future, Kasa invests in you too: we match 100% of the first 3% of your deferred salary.
• Qualifying full-time roles are eligible for a wi-fi stipend, home office stipend, and more!

What This Job Offers

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