Team Lead, Hospitality Operations

Responsibilities

• Manage all hospitality operations within a specific zone, overseeing Hospitality Ops Managers and Coordinators
• Directly own relationships with a subset of homeowners to ensure satisfaction
• Set team schedules to support guests and owners sustainably
• Ensure homes are consistently functional, clean, and stocked
• Lead the team to deliver exceptional guest experiences and resolve in-stay issues
• Monitor field team productivity, task completion, and inspection coverage
• Uphold standards for cleanliness, maintenance, and hospitality touches
• Partner with the General Manager and central teams to align with market strategy
• Act as an escalation point for owner or guest concerns
• Provide coaching, development, and performance reviews for team members
• Track and report on operational KPIs including review scores and churn risk

Requirements

• 5+ years in hospitality, operations, or property management
• Experience leading frontline or field teams in high-volume environments
• Strong organizational and leadership skills
• Valid driver’s license and reliable transportation
• Ability to work weekends, holidays, early mornings, and evenings
• Frequent travel within the market required

Preferred Qualifications

• Proficiency using mobile tools and task management platforms

Benefits

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

About the Company

Roofstock is a leading end-to-end investment platform for single-family rental homes, merging real estate investment with cutting-edge technology to reinvent the rental housing ecosystem.