Team Lead, 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 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. This is a hands-on leadership role for someone who thrives in field operations, enjoys mentoring others, and knows how to drive performance without needing full ownership of sales or pricing strategy. Think of it as a mini-GM role with less direct financial responsibility and more operational execution.

Responsibilities

• 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
• Ensure homes across your zone are consistently functional, clean, and stocked (FCS)
• 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
• Uphold standards for cleanliness, maintenance reporting, guest gifts, and hospitality touches
• Ensure timely and accurate supply stocking across homes in your portfolio
• 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
• Act as an escalation point for owner or guest concerns not resolved at the coordinator/manager level
• Provide coaching and development to team members and support performance reviews
• Track and report on operational KPIs including review scores, churn risk, and supply usage
• Other duties as assigned
• Work Environment & Physical Demands
• Frequent travel within market required
• Availability to frequently work weekends, holidays, early mornings, and evenings (with 2 days off each week)

Requirements

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

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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