Supervisor, Hospitality Operations

About the role

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. 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
• Other duties as assigned

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
• Work Environment & Physical Demands
• Frequent travel within mark

Benefits

Additional Information

What we do and why we do it As the leading end-to-end investment platform for single-family rental homes (SFR), our mission is to reinvent the rental housing ecosystem for the benefit of all. We successfully merge our passion for helping investors build wealth through real estate with cutting edge technology that transforms the way they do it. How it's going (and growing) With a talented team of 750+ Roofsters, our collaborative, can-do culture is what fuels our growth. In 2022, we closed on our Series E, raising $240 million, and have offices in the Bay Area and New York City. Our growth includes recent acquisitions of Stessa (financial and asset management software), RentPrep (tenant screening and placement service for landlords), and Mynd (property management platform for both Retail and Institutional investors). In 2025, Roofstock took an ownership stake in Casago (short-term rental management services), expanding our platform to support both long-term and short-term rental investment services. Roofstock's Values → Short-Term Rental (STR) Org Reflection We are entrepreneurs → Launch a startup within a startup We are better together → Work across functions & business units to do it fast and well We focus on impact → Build a profitable business unit with satisfied owners, teammates, and guests We think like investors → Enhance owners' and Roofstock's ROI

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