Supervisor, Hospitality Operations

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 its going (and growing)

With a talented team of 750 Roofsters our collaborative can-do culture is what fuels our 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.

Roofstocks 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 Roofstocks ROI

About the Team

Roofstocks 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 theres 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 a Hospitality Operations Manager youll play a key role in ensuring exceptional stays and satisfied owners within your assigned zone. You will be directly responsible for the stewardship of a subset of homes within your zone and the relationships with their owners while at the same time adopting a team mentality to make sure the entire zone is operating well.

Youll work alongside Hospitality Coordinators and report to the Team Lead Hospitality Ops. Your primary focus will be on operational execution making sure homes are functional clean and stocked (FCS) supporting guest readiness resolving in-stay issues and proactively maintaining owner satisfaction.

This is a field-based people-first role ideal for someone who loves hospitality problem-solving and ownership.

Responsibilities

• Ensure homes under your stewardship are consistently FCS and guest-ready
• Directly manage a team of housekeepers overseeing day-to-day operations including scheduling task assignment performance monitoring and providing ongoing coaching and feedback.
• Prioritize and delegate tasks determining which responsibilities to handle directly and which to dispatch to Hospitality Coordinators for completion such as inspections restocks and other hospitality touches across the zone
• Collaborate with Hospitality Coordinators and other Hospitality Operations Managers in your zone to support a team-first mentality at all times
• Maintain property-level expertise by visiting homes regularly and anticipating guest or owner issues
• Act as the operational point of contact for assigned homeowners ensuring responsiveness and support
• Coordinate with central Guest Experience and Maintenance teams to resolve guest-reported issues
• Take ownership of guest and owner issues by independently approving solutions such as guest compensation and cost-sharing arrangement with owners as needed
• Identify opportunities to elevate the guest experience through personalization speed and detail
• Monitor guest review scores and collaborate with your team lead to raise performance where needed
• Support inventory accuracy issue prevention and general property care across your assigned homes
• Partner cross-functionally with onboarding revenue and field teams to ensure alignment
• Serve as a thought partner to the Team Lead actively contributing to the design adaptation and updating of process flows to better suit the operational needs of the zone
• Support as needed with training of new team members
• Provide cross coverage as needed in other zones
• Other duties as assigned

Qualifications

• 35 years of operational experience in hospitality property management or related field
• Strong communication and organizational skills
• Experience coordinating or delivering fieldwork in a fast-paced setting
• Proven ability to solve problems and act with urgency
• Tech savvy and comfortable using mobile and desktop task tools
• Valid drivers license and reliable transportation required

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)

Compensation

Compensation may be adjusted based on experience skills and interview performance.

Pay Transparency

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.

Competitive & Unique Benefits Package

• Generous PTO Policy
• 12 Paid Holidays
• Volunteer Time Off
• Paid Parental Leave
• 401k Program
• Wellness and home office/cell phone subsidies
• Robust health dental vision insurance and more

Must 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.

Commitment to Equal Employment Opportunity

The company provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to race color religion sex gender gender expression gender identity national origin ancestry citizenship age physical or mental disability marital status sexual orientation military or veteran status genetic information or any other category protected by federal state and local laws. This policy applies to all aspects of the employment relationship including recruitment hiring compensation promotion transfer disciplinary action layoff return from layoff training and social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.

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