Hotel Operations Manager Jobs in Pennsylvania

About Kasa

Kasa is the leading tech-enabled hotel and apartment hotel brand and manager. 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. Behind the scenes, we build technology that combines with our innovative operations to grow a globally scalable offering that delivers high-quality stays to guests. Our guests enjoy seamless check-ins, caring service, and attractive amenities — and if anything comes up, our on-site and remote guest experience team is available throughout their stay, ensuring our hospitality is rarely seen but always felt.

Location: 225 N. 13th Street in Center City, Philadelphia

The Role

Reporting to an Area General Manager, as Hotel Manager you will work as the leader of a high-performing team that delivers high-quality outcomes for Kasa's property partners and guests. You will be responsible for the day-to-day operations of your property, or portfolio of properties, and for exceeding the expectations of every guest who walks through your doors.

You'll lead a team of employees at one or more properties in a defined geographic area. These employees may span departments that include Front Desk, Housekeeping, Maintenance, Security, and F&B. You'll ensure that your team effectively prioritizes their workflows while Kasa standards are always met. You will spend approximately 95% of your time onsite, coaching teams, inspecting execution, and upholding a high bar for guest experience and operational standards.

You will communicate with partners and guests to resolve issues, develop creative strategies to improve performance, and participate in revenue, marketing, and operational performance conversations.

You will also define and evaluate the activities of a broad set of indirect stakeholders both within your property(ies) and with external vendors and other third parties. To be successful, you will integrate the Kasa core values–Seek the Root Cause, Hall of Fame Hosts, Feed Two Birds with One Scone, and Fearless Feedback–into the decisions you make and the actions you take.

Key Responsibilities

• Oversee operations at your assigned property(ies), which may include rooms, housekeeping, maintenance, security, and F&B.
• Own property-level projects to include minor renovations and CapEx projects.
• Lead, develop, delegate as necessary, and hold teams accountable.
• Design and manage the guest and employee journeys; proactively looking for ways to reduce effort, as well as surprise and delight guests, along each journey touchpoint.
• Drive operating profit per unit by driving revenues, managing cost controls, and partnering with colleagues on the Commercial team.
• Monitor guest feedback across all channels and work to eliminate recurring issues.
• Champion a culture of service excellence and operational excellence in support of a hospitality-centered operating model.
• Build relationships with local businesses, vendors, and the broader community.

Required Attributes

• Experienced Hospitality Leader: 4+ years of hotel management experience. Proficiency with property management systems and other core hospitality software.
• Guest Experience and Culture Champion: Demonstrated ability to drive guest experience scores (GSS, NPS, or brand-specific metrics). Experience using OTA reviews to drive improvements. Track record of building a service-first culture that reduces complaints and increases repeat visits.
• Revenue and Yield Management: Fluent in RevPAR/TRevPAR, ADR, and occupancy optimization; able to work with revenue management teams and systems. Effectively identifies, prioritizes, and secures business partnerships to expand revenue streams further and over time will fully own Revenue monitoring or partnership workstreams.
• Empathetic Leader: Recognized as an inclusive leader who leads with empathy, understanding, and intuition to meet the needs of direct reports, partners, and customers.
• Strategic Thinker and Owner Mindset: The ability to think critically, anticipate future trends and develop effective long-term strategies to achieve organizational goals. Leaders at this level have the ability to ID root causes, create project plans, and drive themselves and their team members to prioritize, schedule and complete sizable project plans at the building, market and regional level.
• Predictive Analyzer: Leverages historical data to anticipate future events or outcomes, identify potential risks or opportunities, and make data-driven decisions based on those predictions.
• Team Builder: Skillfully hires and dismisses personnel, making informed decisions aligned with team and organizational needs. Balances individual growth with overall objectives, fostering a productive and collaborative work environment.
• You must be comfortable hiring and developing high performers and parting ways with those who don't meet the bar.
• Financial Acumen: Understand and interpret financial statements and operational data from a variety of sources; synthesize data to make informed recommendations and changes in team goals and tactics.
• Culture Translator: Reconcile and educate others on country-specific cultural norms to promote awareness, inclusion, and belonging.
• Prolific Communicator: Confident and clear communicator with the ability to partner and influence at all levels in an engaging and comprehensive manner; comfortable with being in the spotlight, driving crucial conversations, and delivering feedback.

Curious about the Kasa experience? Save 15% when you book on kasa.com

Benefits

• Kasa Travel Credit: We love to travel! Kasa employees get an allowance of free stays with us in any of our locations, plus a discount on any night for friends and family.
• The Pay: The starting base pay range for this role is $87,000 - $90,000 and is set based on multiple considerations, including business needs, market demands, talent availability, experience, and unique skills and attributes. The base pay range is subject to change and may be modified. This role may also be eligible for equity, bonus, perks, benefits, and Kasa Travel Credits.
• Paid Time Off: Full-time hourly Kasa employees accrue paid time off at a generous rate that increases with tenure.
• Health Coverage: We've invested in comprehensive health insurance options to help when you need it most, including a company-sponsored plan with fertility coverage.

Kasa is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by law. All employment is decided based on qualifications, merit, and business need.

Kasa is an E-Verify participant. We will verify the identity and employment eligibility of all persons hired to work in the United States by matching information employees provide on the Form I-9 against records available to the Social Security Administration (SSA) and the Department of Homeland Security (DHS). You may find more information here and here.

Kasa does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or People & Talent team.

A Note on Recruiting & Job Scams

The Kasa Talent Acquisition team will only communicate from email addresses that use the URLs kasa.com and us.greenhouse-mail.io. We will not use apps such as Facebook Messenger, WhatsApp, or Google Hangouts for communicating with you. We will never ask you to send us money or technology to work for our company. If you believe you are a scam victim, please review your local government consumer protections guidance and reach out to them directly. US-based applicants may refer to this article from consumer.ftc.gov for more details.