Senior Operations Manager

About 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.

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.
• 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

Additional Information

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.

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