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Senior Operations Manager

New York City, New York

About Kasa

Kasa is the leading tech-enabled hotel and apartment hotel brand and manager. We partner with owners of multifamily and boutique hospitality properties to deliver stylish, professionally managed accommodations to business and leisure travelers alike. We took the best that hotels and short-term rentals had to offer and created a new class of hospitality that is well-priced, reliable, and offers a large selection of great locations.

Unlike traditional hotel operators, we prioritize automation, AI-driven pricing, and data-driven decision-making to optimize revenue and improve guest experiences. Behind the scenes, we build technology that combines with our innovative operations to grow a globally scalable offering that delivers high-quality stays to guests. Our guests enjoy seamless check-ins, caring service, and attractive amenities — and if anything comes up, our on-site and remote guest experience team is available throughout their stay, ensuring our hospitality is rarely seen but always felt.

The Role

As a Senior Operations Manager, you will work as the leader of a high-performing team that delivers high-quality outcomes for Kasa's property partners and guests. You will be responsible for the day-to-day supervision of your team(s) and for exceeding the expectations of every guest who walks through your door; spending 95% of your time onsite.

You’ll lead a multidisciplinary team of employees. You’ll ensure that your team effectively prioritizes their workflows while Kasa standards are always met.

You will communicate with partners and guests to resolve issues, develop creative strategies to improve performance, and participate in revenue, marketing, and operational performance conversations.

You will also define and evaluate the activities of a broad set of indirect stakeholders both within your property(ies) and with external vendors and other third parties. To be successful, you will integrate the Kasa core values–Seek the Root Cause, Hall of Fame Hosts, Feed Two Birds with One Scone, and Fearless Feedback–into the decisions you make and the actions you take.

Key Responsibilities

  • Lead teams which may include rooms, housekeeping, maintenance, security, and F&B.
  • Drive operating profit per unit by driving revenues, managing cost controls, and partnering with colleagues on the Commercial team.
  • Monitor guest feedback across all channels and work to eliminate recurring issues.
  • Champion a culture of service excellence and operational excellence in support of a hospitality-centered operating model.
  • Build relationships with local businesses, vendors, and the broader community.

Required Attributes

  • Hospitality Leader: 2+ years of hotel management experience. Proficiency with property management systems and other core hospitality software.
  • Guest Experience and Culture Champion: Demonstrated ability to drive guest experience scores (GSS, NPS, or brand-specific metrics).
  • No Task Too Small Mentality: If something needs to be done, you’re willing to roll up your sleeves to get it done.
  • Revenue: Effectively identifies, prioritizes, and secures business partnerships to expand revenue streams further.
  • Empathetic Leader: Recognized as an inclusive leader who leads with empathy, understanding, and intuition to meet the needs of direct reports, partners, and customers.
  • Strategic Thinker: The ability to think critically, anticipate future trends and develop effective long-term strategies to achieve organizational goals. Leaders at this level have the ability to ID root causes, create project plans, and drive themselves and their team members to prioritize, schedule and complete sizable project plans at the building, market and regional level.
  • Predictive Analyzer: Leverages historical data to anticipate future events or outcomes, identify potential risks or opportunities, and make data-driven decisions based on those predictions.
  • Team Builder: Skillfully hires and dismisses personnel, making informed decisions aligned with team and organizational needs. Balances individual growth with overall objectives, fostering a productive and collaborative work environment.
    • You must be comfortable hiring and developing high performers and parting ways with those who don’t meet the bar.
  • Financial Acumen: Understand and interpret financial statements and operational data from a variety of sources; synthesize data to make informed recommendations and changes in team goals and tactics
  • Culture Translator: Reconcile and educate others on country-specific cultural norms to promote awareness, inclusion, and belonging.
  • Prolific Communicator: Confident and clear communicator with the ability to partner and influence at all levels in an engaging and comprehensive manner; comfortable with being in the spotlight, driving crucial conversations, and delivering feedback.

Want to learn more about the Kasa experience? Save 15% on kasa.com

Benefits

  • 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.

  • The Pay: The starting base pay range for this role is between $85,000 and $90,000 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. This role may also be eligible for equity, bonus, perks, benefits, and Kasa Travel Credits.

  • Remote Work: With flexibility as a core value, and over three-quarters of the team working remotely, Kasa employees are able to work from anywhere!

  • Generous Stock Option Plan: We believe the success of our business should be shared with our team. As you grow with us, we increase the opportunities for you to become part-owners of our company.

  • 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.

  • 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.

  • 401(k) plan: As you invest in yourself and your future, Kasa invests in you too: we match 100% of the first 3% of your deferred salary.

  • Other Perks: Qualifying full-time roles are eligible for a wi-fi stipend, home office stipend, and more!

Kasa is an Equal Opportunity Employer. We do not discriminate based on 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 based on qualifications, merit, and business need.

Kasa is an E-Verify participant. We will verify the identity and employment eligibility of all persons hired to work in the United States by matching information employees provide on the Form I-9 against records available to the Social Security Administration (SSA) and the Department of Homeland Security (DHS). You may find more information here and here.

Kasa does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or People & Talent team.

A Note on Recruiting & Job Scams

The Kasa Talent Acquisition team will only communicate from email addresses that use the URLs kasa.com and us.greenhouse-mail.io. We will not use apps such as Facebook Messenger, WhatsApp, or Google Hangouts for communicating with you. We will never ask you to send us money or technology to work for our company. If you believe you are a scam victim, please review your local government consumer protections guidance and reach out to them directly. US-based applicants may refer to this article from consumer.ftc.gov for more details.

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