Team Lead, Hospitality Operations

Team Lead, Hospitality OperationsRockaway Beach, ORAs 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.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 ReflectionWe are entrepreneurs ? Launch a startup within a startupWe are better together ? Work across functions & business units to do it fast and wellWe focus on impact ? Build a profitable business unit with satisfied owners, teammates, and guestsWe think like investors ? Enhance owners' and Roofstock's ROIRoofstock'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.About the RoleAs the Team Lead, Hospitality Operations, you will serve as the day-to-day operational leader of your zone (~100120 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.ResponsibilitiesManage all hospitality operations within your zone, overseeing 23 Hospitality Ops Managers and a team of CoordinatorsDirectly own the relationship with owners for a subset of the homes in your zone, acting as those owners' Hospitality Operations Manager directly; the number of homes you are directly responsible for will depend on zone dynamics, but the expectation is you would own a similar number of homes as your Hospitality Operations Managers doSet your team's schedule within your zone to best support guests and owners in a sustainable way for the teamEnsure 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 issuesMonitor and improve field team productivity, task completion, and inspection coverageUphold standards for cleanliness, maintenance reporting, guest gifts, and hospitality touchesEnsure timely and accurate supply stocking across homes in your portfolioPartner with the General Manager and central teams to align execution with market strategy and collaborate closely in-market with other zones and shared teamsAct as an escalation point for owner or guest concerns not resolved at the coordinator/manager levelProvide coaching and development to team members and support performance reviewsTrack and report on operational KPIs including review scores, churn risk, and supply usageOther duties as assignedWork Environment & Physical DemandsFrequent travel within market requiredAvailability to frequently work weekends, holidays, early mornings, and evenings (with 2 days off each week)Qualifications5+ years in hospitality, operations, or property managementExperience leading frontline or field teams in high-volume, service-focused environmentsStrong organizational and leadership skillsComfortable using mobile tools and task management platformsAttention to detail and commitment to brand standardsCalm under pressure and responsive in the face of guest or owner escalationsValid driver's license and reliable transportation requiredNice to HaveProficiency using mobile tools and task management platformsTravel RequiredFrequent travel within market requiredAvailability to frequently work weekends, holidays, early mornings, and evenings (with 2 days off each week)Compensation may be adjusted based on experience, skills, and interview performance.Our compensation reflects several US geographic markets. The base pay for this position represents the expected salary for this position. Ultimately, in determining your pay it will be based on several factors including location, job-related knowledge, skills, experience and other job related factors. Roofstock is a total compensation company; the base salary is only a part of our total compensation package.Generous PTO Policy12 Paid HolidaysVolunteer Time OffPaid Parental Leave401k ProgramWellness and home office/cell phone subsidiesRobust health, dental, vision insurance, and moreMust be authorized to work in the U.S. is a precondition of employment and we are unable to sponsor H1-B Visas at this time.Any offer of employment is conditioned upon the successful completion of a background investigation.Roofstock is an equal opportunity employer. In keeping with the values of Roofstock, we make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight.