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Operations Supervisor

New York City, New York

Join Our House 

Mint House offers tailored residential hospitality - apartment-style accommodations that combine the comforts of home with the convenience of a hotel. 

Designed for today's modern traveler, our tech-enabled spaces cater to bleisure guests seeking both productivity and relaxation. Each Mint House property is thoughtfully designed with a modern aesthetic and sustainable practices, capturing the unique charm of each city. 

Located in vibrant downtown hubs including New York, Denver, Nashville, Washington D.C., and Dallas, Mint House provides all the essentials for routine living on the road. 

Discover more about our innovative approach to hospitality at minthouse.com and follow @staymint on Instagram. 

THE ROLE

Mint House is seeking a highly motivated and energetic Operations Supervisor to join our ground team. As an Operations Supervisor, you will play a crucial role in ensuring our guests have an exceptional experience during their stay. This individual will work closely with our Market Lead & Operations Manager to provide travelers with what they expect and ensure Mint House standards and cleanliness operations are met.This is a fantastic opportunity for someone looking to gain valuable hospitality experience and contribute to revolutionizing the hotel experience for modern business travelers.

AT MINT HOUSE YOU WILL

  • Respond promptly to guest requests, issues, and other outreach in real-time to deliver a seamless and delightful experience to our guests
  • First point of escalation for any guest-related issues beyond Property Hosts; authorize service recovery gestures, up to and including rate adjustments.
  • Act as a helpful resource in the field to troubleshoot guest issues in real-time and promptly report any guest maintenance concerns or issues during a guest's Mint House stay.
  • Foster a guest-centric culture to drive exceptional results and create a positive and welcoming environment.
  • Support our Property Hosts by training, coaching and providing performance feedback with an eye towards execution.
  • Monitor and escalate recurring performance issues and procedure/policy adherence by Front Desk Team to management for alternative addressing.
  • Monitor and respond to guest feedback/mid-stay surveys within internal communication systems (Slack); follow-up with guest issues reported in pass-on logs.
  • Ensure all public guest areas are well-maintained and clean.
  • Master our software systems to assist guests with their stay, reservations, and communication amongst the team effectively.
  • Work with the Sales Team to assist in pre-arrival guidance for the Property Host, Providing them with information as liaison to other departments.
  • Serve as main Front Desk point of contact for groups.
  • Participate in interviews for the Front Desk Team.
  • Train new hires on policies, procedures, and systems at the Front Desk.
  • Create preliminary weekly schedules based on business demands and PTO requests for final approval by management.
  • Perform front-of-house duties as needed, arranging front desk coverage during staff shortages, including flexibility to cover shifts as needed. Provide operational support, which may include working Front Desk shifts as needed during call offs, PTO requests.
  • First point of contact to coordinate coverage for Front Desk call-outs.
  • Assist with inventory and ordering duties for the Front Desk (guest supplies/consumables at front desk, luggage tags, etc.), and receipt of deliveries
  • Responsible for tracking, verifying, and reporting of host name mentions, guest satisfaction scores, and room upgrade commissions.
  • Ad-hoc projects and initiatives as assigned by management.

WE ARE LOOKING FOR

  • A minimum of 4 years of experience working in hospitality and/or a customer-facing environment, demonstrating your ability to provide exceptional guest service
  • Willingness to work a flexible schedule to assist with staffing coverage in case of call-outs and openness to working evenings and weekends
  • Strong multitasking and organizational skills with significant attention to detail to ensure a seamless guest experience
  • Understanding the importance of creating a meaningful experience and bringing that spirit to our guests, ensuring their satisfaction
  • Embody Mint House's core values of being gritty, adaptable, and stress-tolerant, contributing to a positive and resilient work environment
  • Demonstrated honesty, reliability, and ability to work effectively both independently and as part of a team
  • Confidence to take charge and effectively problem solve when needed to address guest needs and concerns
  • Comfortable with tech-forward thinking and the use of mobile applications and business systems to enhance guest experiences
  • Energy and dedication. Mint House is transforming the traditional hotel model and defining a new category of residential hospitality. The Mint House team believes deeply in this mission and invests the time, energy and effort needed to make it a reality


Compensation Range: $65,000 - $70,000 USD

🏠Mint Houses' compensation philosophy is driven by our company value of fostering inclusivity. To best ensure pay equity, we typically bring in fresh mints near the middle of our listed compensation bands and lead with the best overall compensation package (i.e. all people hired at the same experience & level are brought in at the same salary, equity, and benefits). Our Talent team will work with you and can provide more details on our philosophy.

🏠Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

🏠Mint House is an Equal Opportunity Employer and a workplace of belongingness. We’re committed to diversity and maintaining a work environment that is free from harassment and discrimination. Applicants from all backgrounds are encouraged to apply, and will not be discriminated against on the basis of any protected status under federal, state, or local law. 

🏠New York City is where we call home, and you'll find HQs near Grand Central at 450 Lexington Ave, right within a WeWork space. No matter where our team members are located, we work on East Coast hours to foster collaboration, communication, and enjoy some lively emoji exchanges. At Mint House, we pause amidst the hustle to celebrate our wins, celebrating personal and company achievements via Slack. Embracing individuality, we honor each person and property, encouraging authenticity.

🏠 Mint House participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Right To Work 

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 🏠 At Mint House, we are committed to promoting work-life integration in the most natural and enjoyable way possible. That's why we're excited to offer our team members complimentary nights at any Mint House location of their choice, plus exclusive year-round discounts. It's our way of ensuring that our employees can experience firsthand the comfort and convenience we champion. Enjoy your stay on us and see just how we blend work, life, and play at Mint House! 🛌

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