Team Lead, Hospitality Operations

Roofstock•Rockaway Beach, OR

11d•Onsite

About The Position

As the Team Lead, Hospitality Operations, you will serve as the day-to-day operational leader of your zone (~100–120 homes). Reporting to the General Manager, you’ll manage a team of Hospitality Operations Managers and Hospitality Coordinators to deliver a five-star guest experience, maintain homeowner satisfaction, and execute key operating standards. This is a hands-on leadership role for someone who thrives in field operations, enjoys mentoring others, and knows how to drive performance without needing full ownership of sales or pricing strategy. Think of it as a mini-GM role with less direct financial responsibility and more operational execution. The Short-Term Rental (STR) team at Roofstock has the opportunity to build and shape an entirely new business unit, focusing on owners, guests, and teammates, and extending hospitality to everyone. The team plans to expand within current markets and roll out new markets, operating in a fast-paced, intense, and exhilarating startup-like environment.

Requirements

5+ years in hospitality, operations, or property management
Experience leading frontline or field teams in high-volume, service-focused environments
Strong organizational and leadership skills
Comfortable using mobile tools and task management platforms
Attention to detail and commitment to brand standards
Calm under pressure and responsive in the face of guest or owner escalations
Valid driver’s license and reliable transportation required

Nice To Haves

Proficiency using mobile tools and task management platforms

Responsibilities

Manage all hospitality operations within your zone, overseeing 2–3 Hospitality Ops Managers and a team of Coordinators
Directly own the relationship with owners for a subset of the homes in your zone, acting as those owners’ Hospitality Operations Manager directly; the number of homes you are directly responsible for will depend on zone dynamics, but the expectation is you would own a similar number of homes as your Hospitality Operations Managers do
Set your team’s schedule within your zone to best support guests and owners in a sustainable way for the team
Ensure homes across your zone are consistently functional, clean, and stocked (FCS)
Lead the team to deliver exceptional guest experiences and prompt resolution of in-stay issues
Monitor and improve field team productivity, task completion, and inspection coverage
Uphold standards for cleanliness, maintenance reporting, guest gifts, and hospitality touches
Ensure timely and accurate supply stocking across homes in your portfolio
Partner with the General Manager and central teams to align execution with market strategy and collaborate closely in-market with other zones and shared teams
Act as an escalation point for owner or guest concerns not resolved at the coordinator/manager level
Provide coaching and development to team members and support performance reviews
Track and report on operational KPIs including review scores, churn risk, and supply usage
Other duties as assigned