Operations Manager

About Kasa

Kasa is the leading tech-enabled hotel and apartment hotel brand and manager. Kasa has built a hospitality operating system that fundamentally improves the profitability of hospitality assets while delivering a high quality, digitally forward experience to guests. 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.

The Role

Kasa is seeking an entrepreneurial leader to be Market Manager overseeing operations of our Los Angeles & Long Beach Market.  Kasa is a rapidly growing flexible accommodations brand that works with premiere real estate partners to offer guests the quality of an established hospitality brand and the comfort of a fully furnished short-term rental apartment.  The company combines technology and innovative new ways of operating to create a brand that is beloved by guests and indispensable to our property partners.  As a Market Manager, you will be responsible for the overall guest quality, financial, and operational outcomes of the Kasa units and properties you oversee and will build and maintain a team of Kasa employees and third-party contractors to help support the 365-day-a-year needs of our guests and property partners.  You will have the opportunity to propose and implement new ideas, and the ability to work with a broad and talented set of other Kasa teams to innovate and find ways to create ever better guest and partner experiences.

About the Team

This role is part of Kasa’s Portfolio Operations department, whose mission is to ensure our guests, partners, and neighbors have a seamless Kasa experience. You will oversee a set of passionate and engaged team members within the Los Angeles & Long Beach market, including contracted housekeeping partners and maintenance specialists. You will report to the Portfolio General Manager for the West portfolio and will be able to collaborate (and commiserate) with other Market Managers and field teams across Kasa’s national set of markets.

Day in the life of a Kasa Market Manager

Your role will involve a wide range of activities leading and operating in the market.  Broadly, you will work with your team to achieve four main goals in the market:

1. Ensure that every Kasa guest has a five-star stay. This means establishing dependable standards for cleanliness, maintenance, wifi and technology uptime, unit listing accuracy (on kasa.com and other websites), and coordinating with Kasa’s central Guest Experience team when local engagement is needed.
2. Build mutually beneficial relationships with local property partners. This means spending the time with the leasing office and building maintenance teams at properties Kasa operates in, seeking to find ways to make Kasa a net benefit to their property and vice versa.
3. Maintain every unit to a level that Kasa can be proud of. Whether repairing and replacing furniture, restocking, touch up painting, or performing more involved maintenance, you want every Kasa unit you oversee to be one you’d be proud for a family member or friend to stay in, for a day or a month.
4. Monitor your market’s expenses and adhere to budgets. Your job isn’t to count every dollar, but you are ultimately accountable to making sure that each dollar spent can be explained and tied back to achieving your other goals, and ensuring the team avoids wastefulness or inattention.

In practice, achieving these goals will require you to spend significant time in the field at properties, meeting with and shadowing your team, engaging with local property partners, or supporting guests.  We expect Market Managers to spend 60-75% of time at properties, and 25-40% of time behind a desk or in meetings.  When not directly engaged at properties, you can expect to spend time organizing and prioritizing the schedules of your teams, pushing for additional support and/or resources to resolve issues you have identified, or learning about and implementing a series of improved technologies and processes that Kasa is continuously developing to support our Portfolio Operations teams.

Experience

• You have 4+ years of community, operations or property management experience.
• You have 1-2+ years of experience managing hourly employees.
• You’ve been responsible