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Hospitality Operations Manager - Remote

Company: Kasa Living, Inc.
Location: Denver
Posted on: February 25, 2021

Job Description:

Who We AreKasa is building a global accommodations brand. We offer trustworthy, well located, and well priced, home-like accommodations that feature tech-enabled, seamless check-in, and personalized virtual service. We want our guests to not just stay with us but to truly settle into our Kasas while traveling.Kasa's product is built on the flexibility and scalability of its systems. Unlike a typical hotel, we are able to profitably operate buildings with as few as 2-5 Kasas as well as those with several hundred. And instead of a front desk, we have a 24/7 virtual guest experience team that provides guests with attentive and personalized service. We focus on marrying operations and technology, which allows us to centralize processes, automate tasks and reduce the need for on-site staffing at our locations. This lowers the price for our guests, and improves the value for our landlord partners. We have Kasas all over the country and are expanding into new markets every day.At Kasa, we aren't only investing in product, technology and properties; we're investing in people! We believe that our teams help the company-as well as each other-grow. We hope each career path at Kasa is unique and exciting. Many employees have been able to advance and move into other roles within Kasa in order to continue pursuing their passions!The RoleWe are looking for a systems savvy multi-tasker who understands what we're all about helping travelers feel at home in a new area. Your goal will be to create a positive, lasting impression of Kasa so guests come back to stay with us again and again. You'll be accountable for sourcing and retaining property management vendors and employees in a territory of Kasa markets, communicating with our existing vendors to ensure they maintain a high standard of unit quality, handling ordering requests, resolving operational issues, coordinating with our Guest Experience team to ensure our guests are supported in-person, and taking initiative to help build scalable processes.You'll primarily work virtually and remote, with occasional visits to apartments in your region. There will be travel involved for recruiting, training and quality assurance purposes. Though the work is remote, we are building a team that is collaborative, dedicated and passionate.About The TeamKasa's Property Operations department mission Ensure our guests receive a reliable on-site experience and support organizational operations on the ground.Our team members are located all over the country, have diverse backgrounds, and come from many different industries. Everyone joined Kasa because they are passionate about delivering high quality standards to ensure that our guests love their experience while staying with Kasa.The JobPeople Management* Hire, train, and manage the Property Operations management team, currently 20+ and growing!* Provide collaborative support around daily operational challenges* Contribute to training and other resources for local representatives* Develop programs to train our remote personnel on high quality property maintenance and management techniquesCross-Functional Involvement* Coordinate system improvement efforts with the Tech & Product team* Work with the Launch Operations team to ensure all expansion projects have a smooth handoff* Develop a new Preventive Maintenance Program in conjunction with our Partner relationship team* Streamline maintenance issue submission + resolution workflow between guests, the Guest Experience team, property partners, and on-site representativesLeadership + Strategy* Participate in + lead meetings with team members from other departments and various Kasa thought leaders* Develop + execute ongoing departmental objectives and key results* Determine how best to deliver high quality standards while improving both operational and financial efficiencies* Establish tools and processes that increase accountability in the field and enhance Kasa quality standardsRequirementsMust Have* 7-10+ years of work experience in operations, overseeing complex real-world initiatives, preferably experience leading Hotel engineering or Multi-Family Property Operations* Experience with strategy development and building scalable processes* Experiencing hiring and managing tea members, ideally to include remote non-exempt employees (i.e. a field team)* The ability to interpret and analyze financial and non-financial data* Exceptional communication skills, both written and spoken* Bachelor's DegreeNice to Have* Masters in Business Administration, Operations Research or something similar* 1-2 years of experience in a startup environment (and liked it!)* Knowledge of housekeeping, maintenance, property and/or short term rental management* Experience hiring, supporting and building culture amongst a remote team* Experiencing sourcing and managing a team of contractorsWhat We Want In Everyone At Kasa...* You're proactive by nature and can act decisively when needed* You're lighthearted and can handle stressful situations with a calm and positive demeanor* You enjoy technology and you're eager to learn new systems and platforms* You pride yourself on communication and organizational skills* You're reliable, on time, and follow through on what you promise* You're a team player who is committed to uplifting your coworkers and the companyIn one year, you will succeed at Kasa by having* Aligned our maintenance and hospitality operations departments around quantitative and qualitative performance management methods* Tracked and Reduced the number of physical defects encountered by our guests, improving our overall ratings and NPS* Partner with tech & product to build tools to achieve these objectives with increasing efficiency (hours per turn), offload crucial functions to partners and reduce costsBenefits* ? Kasa Travel Credit We love to travel! Kasa employees get an allowance of free stays with us in any of our locations, plus a 50% discount on any nights for friends and family* ?? Remote Work With Flexibility as a core value and over three quarters of the team remote, Kasa employees are able to work from anywhere. Less time commuting, longer weekend trips, and more time to accomplish deep work without distraction. Naturally, occasional in-person time is required for key meetings and gatherings* ?Health Coverage Medical, Dental, and Vision coverage, with generous employer contribution* ?? Flexible PTO Policy Full time Kasa employees don't accrue vacation, we encourage people to take time off as they need and see fit, ensuring that it's not disruptive to their work. Sick days and personal days also fall under this policy, just be sure to communicate with your manager around taking time off.Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.Kasa is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by law. All employment is decided on the basis of qualifications, merit, and business need.

Keywords: Kasa Living, Inc., Denver , Hospitality Operations Manager - Remote, Executive , Denver, Colorado

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