Team Lead, Hospitality Operations

Description

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.

• Ensure homes across your zone are consistently functional, clean, and stocked (FCS)
• Track and report on operational KPIs including review scores, churn risk, and supply usage
• Uphold standards for cleanliness, maintenance reporting, guest gifts, and hospitality touches
• Act as an escalation point for owner or guest concerns not resolved at the coordinator/manager level
• 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
• Ensure timely and accurate supply stocking across homes in your portfolio
• 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
• Manage all hospitality operations within your zone, overseeing 2–3 Hospitality Ops Managers and a team of Coordinators
• Set your team’s schedule within your zone to best support guests and owners in a sustainable way for the team
• 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
• Provide coaching and development to team members and support performance reviews

Requirements

Must be authorized to work in the U.S. is a precondition of employment and we are unable to sponsor H1-B Visas at this time.

Any offer of employment is conditioned upon the successful completion of a background investigation.

• Strong organizational and leadership skills
• Comfortable using mobile tools and task management platforms
• Attention to detail and commitment to brand standards
• 5+ years in hospitality, operations, or property management
• Calm under pressure and responsive in the face of guest or owner escalations
• Frequent travel within market required
• Valid driver’s license and reliable transportation required
• Availability to frequently work weekends, holidays, early mornings, and evenings (with 2 days off each week)
• Experience leading frontline or field teams in high-volume, service-focused environments

Benefits

Roofstock’s STR team has the opportunity to build and shape an entirely new business unit together. The team is obsessed with people, in particular our owners, our guests, and our teammates. We extend our hospitality to everyone around us, there’s no such thing as “not my job,” and we celebrate our wins together. We plan to expand within our current markets as well as to roll out new markets in the years to come. Much like a startup business, things are fast-paced, intense, and exhilarating. And when the team wins, we all win.

Competitive & Unique Benefits Package

• Paid Parental Leave
• 12 Paid Holidays
• Robust health, dental, vision insurance, and more
• 401k Program
• Volunteer Time Off
• Wellness and home office/cell phone subsidies
• Generous PTO Policy

Training + Development

Interview process

Visa Sponsorship

Security clearance