Supervisor, Hospitality Operations

As a Hospitality Operations Manager, you’ll play a key role in ensuring exceptional stays and satisfied owners within your assigned zone. You will be directly responsible for the stewardship of a subset of homes within your zone and the relationships with their owners, while at the same time adopting a team mentality to make sure the entire zone is operating well. You’ll work alongside Hospitality Coordinators and report to the Team Lead, Hospitality Ops. Your primary focus will be on operational execution — making sure homes are functional, clean, and stocked (FCS), supporting guest readiness, resolving in-stay issues, and proactively maintaining owner satisfaction. This is a field-based, people-first role ideal for someone who loves hospitality, problem-solving, and ownership.

Responsibilities

Ensure homes under your stewardship are consistently FCS and guest-ready; Directly manage a team of housekeepers, overseeing day-to-day operations including scheduling, task assignment, performance monitoring, and providing ongoing coaching and feedback; Prioritize and delegate tasks, determining which responsibilities to handle directly and which to dispatch to Hospitality Coordinators for completion, such as inspections, restocks, and other hospitality touches across the zone; Collaborate with Hospitality Coordinators and other Hospitality Operations Managers in your zone to support a team-first mentality at all times; Maintain property-level expertise by visiting homes regularly and anticipating guest or owner issues; Act as the operational point of contact for assigned homeowners, ensuring responsiveness and support; Coordinate with central Guest Experience and Maintenance teams to resolve guest-reported issues; Take ownership of guest and owner issues by independently approving solutions, such as guest compensation and cost-sharing arrangement with owners as needed; Identify opportunities to elevate the guest experience through personalization, speed, and detail; Monitor guest review scores and collaborate with your team lead to raise performance where needed; Support inventory accuracy, issue prevention, and general property care across your assigned homes; Partner cross-functionally with onboarding, revenue, and field teams to ensure alignment; Serve as a thought partner to the Team Lead, actively contributing to the design, adaptation, and updating of process flows to better suit the operational needs of the zone; Support as needed with training of new team members; Provide cross coverage as needed in other zones

Requirements

3–5 years of operational experience in hospitality, property management, or related field; Strong communication and organizational skills; Experience coordinating or delivering fieldwork in a fast-paced setting; Proven ability to solve problems and act with urgency; Tech savvy and comfortable using mobile and desktop task tools; Valid driver’s license and reliable transportation required; Frequent travel within market required; Availability to frequently work weekends, holidays, early mornings, and evenings (with 2 days off each week); Must be authorized to work in the U.S.; H1-B visa sponsorship not available at this time

Benefits

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