Hospitality Manager

Reports to: Director of Hospitality Operations

Schedule: 40-50 hours per week, including Saturdays

Overview

The Hospitality Manager is the on-site owner of the guest experience. You are the person who walks the property every day, keeps housekeeping and maintenance running on schedule, manages vendors, and makes sure every guest arrives to a spotless, fully functioning space, every time. You’ll work closely with all of our teams and vendors, and report directly to the Director of Hospitality Operations. This is a hands-on leadership role for someone who takes pride in the details and enjoys running a property like it’s their own.

What You'll Do:

Guest Experience

• Tour and inspect all properties daily — monitor cleanliness, product quality, and everything a guest sees and touches to deliver a five-star experience.

• Respond promptly and professionally to guest complaints and concerns and own them through to resolution.

• Assist with check-out (10:00 AM) and check-in (4:00 PM) and answer the phone system politely and professionally when needed.

• Assist with special and/or coordinated events for guests.

Housekeeping & Turnovers

• Hold daily stand-ups with the cleaning manager and lead cleaners; oversee the cleaning schedules the cleaning manager builds.
• Ensure every guest room turnover is complete at least 30 minutes before check-in.
• Resolve cleaner-related issues with the cleaning manager and machinery issues with maintenance.

Maintenance & Property Care

• Document deficiencies in guest rooms, report them to maintenance, and follow every project through to timely completion.
• Manage and communicate maintenance issues proactively — nothing sits unresolved.
• Oversee preventative maintenance items and check and change site access codes.

Vendors, Inventory & Supplies

• Manage supplier and cleaning inventory alongside the cleaning manager; order and maintain necessary supplies and guest extras.
• Coordinate and maintain strong relationships with third-party suppliers, vendors, and contractors.

Operations & Reporting

• • Develop and maintain on-site SOPs and inventory systems.
  • Meet weekly with the Director of Operations covering revenue management, inventory, maintenance, marketing, and issue/complaint management.

What Success Looks Like:

• Overall guest review score of 4.9 or higher.

• Every turnover completed 30+ minutes before check-in. No guest ever waits on a room.

• Monthly revenue targets (set with the Director of Operations) are met.

• Strong vendor relationships and active local outreach.

What We're Looking For:

• An ultimate team player. Works independently and leads well within a team.

• Proven experience delegating and managing day-to-day operations at a property, hotel, resort, or short-term rental portfolio.

• Extremely detail-oriented and takes visible pride in their work.

• Strong time management, problem-solving, and decision-making skills.

• Demonstrates ethics and integrity.

• Intermediate computer skills (Google Workspace) and the ability to learn new software quickly. Property Management Software experience a plus.

• Intermediate social media platform skills.

• Fluent in English; Spanish is highly preferred.

• Reliable transportation.

• Able to lift up to 20 pounds.