Head of Hotel Operations

About The Company
At Flow, we're reimagining what it means to live, work, and connect. More than just a real estate company, Flow is a brand, a technology platform, and an operations ecosystem spanning condominiums, hotels, multifamily residences, and office spaces. We're building a new kind of living experience: one that's flexible, connected, and designed to create genuine community and real value for the people who call Flow home.

Our mission is oneness: prioritizing our residents and their experiences, and fostering connection with ourselves, their neighbors, and the natural world. By putting people at the center of everything we do, we're creating vibrant, human-centered communities where life, work, creativity, and play all come together in one place.

About The Role
As Head of Hotel Operations you will lead all aspects of operations across our properties — from launch and setup, to day-to-day management, to continuous optimization. You will build and implement operational frameworks, embed Flow's values into every guest touchpoint, drive revenue performance, and shape a culture of hospitality that creates genuine connection and belonging.

You will work closely with leadership, real estate/development, marketing, and finance teams to ensure operational excellence, scalable growth, guest satisfaction, and profitability.

Responsibilities

• Launch & Operational Setup
• Build and implement operational frameworks, SOPs, staffing plans, and service standards for new and existing properties.
• Establish all systems and workflows for front desk, housekeeping, maintenance, guest services, and shared spaces
• Design and maintain guest experience standards that reflect Flow's values of belonging, wellbeing, connection, and compassionate service
• Daily Operations & Performance Management
• Oversee end-to-end operations across all properties to ensure efficiency, consistency, and high service quality
• Monitor and manage core KPIs including occupancy, revenue per room, guest satisfaction, and operating costs
• Identify opportunities to streamline processes, reduce friction, and enhance operational scalability
• Revenue Optimization & Business Growth
• Drive revenue performance across properties through pricing, occupancy management, upsells, ancillary services, and guest retention strategies
• Evaluate and introduce new revenue opportunities aligned with the Flow mission
• Team Leadership & Culture Building
• Lead, mentor, and develop a high-performing operations team
• Foster a collaborative, empowered, and accountable environment with continuous learning and feedback
• Compliance, Quality & Supplier Oversight
• Ensure properties meet all local regulations, licensing requirements, safety standards, and risk management protocols
• Oversee quality assurance for cleanliness, maintenance, guest safety, and service reliability
• Manage relationships with suppliers, contractors, and vendors to meet quality and cost standards
• Reporting & Continuous Improvement
• Provide regular reporting on operational performance, financial metrics, guest insights, and team performance to leadership
• Use data, feedback, and industry best practices to drive continuous improvement across all operations
• Develop scalable playbooks and operational models to support growth into new markets and property types

Ideal Background

• 8+ years of senior leadership experience in hotel/property/hospitality operations — ideally in boutique hotels, lifestyle hotels, extended-stay, or multi-property operations
• Demonstrable track record of launching new hotel properties, building operational processes and SOPs, and scaling operations successfully
• Strong commercial acumen — experience managing P&L, optimizing revenue, controlling costs, and driving profitability in hospitality businesses
• Passion for hospitality, guest experience, community-building, and brand-driven service
• Excellent leadership, team-building, communication, and people management skills
• Ability to build structure from ambiguity: thrive in a start-up, fast-paced, evolving environment; comfortable with building from the ground up
• Strong problem-solving skills, operational discipline, attention to detail, and a hands-on mindset
• Alignment with Flow's values: someone who believes in creating more than a stay — building belonging, well-being, and connection

Benefits

• Comprehensive benefits package (Medical / Dental / Vision / Disability / Life)
• Paid time off and 13 paid holidays
• 401(k) retirement plan
• Healthcare and Dependent Care Flexible Spending Accounts (FSAs)
• Access to HSA-compatible plans
• Pre-tax commuter benefits
• Employee Assistance Program (EAP), free therapy through SpringHealth, acupuncture, and other wellness offerings

Flow is proud to be an equal opportunity workplace and hires regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity and/or expression, pregnancy, Veteran status any other characteristic protected by federal, state or local law. In addition, we provide reasonable accommodation for qualified individuals with disabilities.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.