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Guest Operations Associate

Full-time · Denver, CO (in-office) · Reports to Owner

About Modern Midstay

Modern Midstay is a real estate and hospitality business that acquires, renovates, furnishes, and manages small multi-family buildings in Denver’s best neighborhoods. We own and operate 64 units across 12 buildings, ranging from 1 to 4-unit rentals up to 15-unit apartment buildings.

Our vision is to be the best owner-operator of small-scale real estate in the country. In our first five years, we’ve grown our Denver portfolio to $20M in real estate. In the next five years, we’ll build a scalable system to double the portfolio while providing our guests and investors the best service at the lowest cost.

Check us out at our website (www.ModernMidstay.com) and Airbnb profile (http://www.airbnb.com/p/modernmidstay)

Role Objective

This is a hands-on operating role for someone early in their career who wants to learn a ton and make an immediate impact. You'll work closely with the owner to execute the day-to-day bookings and pricing strategy, coordinate turnovers and maintenance requests with our Maintenance Manager, and build the systems that will help us scale. You’ll wear many hats and every week will bring new challenges. As you develop, you'll take on more ownership of pricing, guest experience, and systems — and grow into the Guest Operations Manager role within 18–24 months.

Bookings, Revenue & Listings Management (~50% of time)

• Respond to guest inquiries across booking channels and match prospective guests with the best property based on dates, budget, and preferences.
• Execute and refine pricing under the owner's direction, surfacing opportunities to improve occupancy, length of stay, and net rental revenue.
• Manage CRM, reservations, leases, security deposits, guest payments, and calendars.
• Support new channel and marketing experiments to increase leads and bookings.
• Onboard new properties across PMS, listing platforms, and operational systems. 
• Build and maintain KPI reporting for bookings, NOI performance, and strategic goals.

Guest Experience (~10% of time)

• Continuously improve our guest experience standards. Drive guest satisfaction and 5-star reviews through responsiveness, friendliness, and effective issue resolution.
• Own the guest communication infrastructure: automated messages, templates, welcome guides, newsletters, and announcements.
• Serve as the primary guest-facing point of contact from inquiry through move-out, routing operational and maintenance issues internally rather than handing the guest off.
• Resolve escalated guest issues professionally and efficiently.
• Experiment with new ways to delight our guests (eg, welcome gifts, new amenities, etc)

Hospitality & Maintenance Operations (~40% of time)

The Guest Operations Associate owns the guest communications and office management, while the Maintenance Manager owns the field execution and contractor management.

Check in/out and cleaning operations

• Coordinate the check-in/out, cleaning, and inspection schedule with our guests, cleaning company, and Maintenance Manager.
• Drive operational efficiencies, cost reductions, and quality control around our turnover process.
• Order consumables, linens, housewares, and FF&E. The Maintenance Manager is responsible for organizing inventory in the field and providing input on ordering needs.

Repair & maintenance coordination

• Receive and dispatch of guest repair requests, oversee task details and resolution in our task management software, and own related guest communications. 
• Share on-call responsibilities with our Maintenance Manager with a goal of minimizing after hours workload while still responding to guest emergencies and urgent bookings. 
• Support the project management of renovations and furnishing projects, as needed.

In addition to managing the day-to-day responsibilities above, you’ll help us build the system that supports the Guest Operations function. This includes our internal tools and databases, third party software, SOPs, troubleshooting guides, and communication templates.

What we’re looking for

• 2 to 4 years of experience in tech (operations, sales, strategy/BizOps), finance, or consulting. Hospitality or real estate experience is a plus, but not a requirement.
• Analytical and motivated by financial results. You think in terms of pricing, occupancy, and net revenue, and can make tradeoffs and negotiate the best booking outcomes.
• Bias to action with an ownership mentality. Good judgment in ambiguous situations.
• Problem solver and fast learner. All we do is solve problems, so you must enjoy the challenge.
• Excellent written and verbal communication skills and style.
• Systems thinker and builder. You move between high-level business requirements and in-the-weeds process and SOP building.
• Heavy user of gSheet, gDoc, CRM, PMS, and other business software.
• Organized under pressure. You juggle bookings, turnovers, guests, vendors, and schedules without dropping balls.
• Comfortable with an operating role with a lot of autonomy. You’ll spend time in the office, in the field (to stay close to our properties and guest experience), and working from home. You’ll constantly be collaborating with the internal team, guests, and contractors.
• Willing and able to respond to urgent bookings or guest emergencies on nights and weekends.

Compensation

• Base salary of $70k to $75k DOE plus semi-annual cash bonuses of up to 15% tied to net rental revenue, controllable operating costs, and strategic initiatives.
• After your first year, you'll have the opportunity to participate in a portion of the ongoing distributions of our real estate investments.
• Clear path to the Guest Operations Manager role with more responsibilities and compensation.

How to Apply

• Please email ben@modernmidstay.com with your resume and a few sentences on why you’re excited about the role.