Hospitality Operations Manager

The Role

Kasa is looking to add a highly motivated individual to join our Property Operations team to oversee a one-of-a-kind property in Detroit, MI. As a Hospitality 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 and building residents.

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

About the Team

This role is in our Property Operations department. Our mission is to ensure our guests have a seamless experience from the time they arrive until the moment they depart. 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.

Day in the life of a Kasa Hospitality Operations Manager

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 operations managers in different markets to share best practices and support each other

Back of house aspects:

• 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

Guest Experience

• 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

• Effectively and efficiently achieved a superior guest experience by leveraging on-site resources combined with Kasa's tech-enabled centralized systems
• Become a respected leader and thought partner by the Kasa leadership team
• Achieved market-leading guest reviews and RevPAR penetration ahead of forecast
• Cultivated at least one working relationship with a community partner that provides unique benefits for guests of the properties
• Established at least one new source of top-line ancillary revenue
• Developed a plan for each property to capture a larger market share and stronger brand presence in its second year of operations

• 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 Detroit 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

• 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

• 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 work day.
• 401(k) plan: As you invest in yourself and your future, Kasa invests in you too
• The Pay: The starting base pay range for this role is between $62,000 and $65,000 and is set based on multiple considerations including business needs, market demands, talent availability, experience, and unique skills and attributes. The base pay range is subject to change and may be modified in the future. This role may also be eligible for equity, bonus, perks, benefits, and Kasa Travel Credits.
• 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