General Manager, Reno, NV

Job Description: The Role We are looking to add a highly motivated individual to join our Operations team to oversee a unique hotel property in Reno, NV with about 83 rooms. As a General Manager, you will have responsibility for all on-the-ground operations of this property, including management of physical and technical challenges. You will also serve as the face of Kasa to guests, vendors, and the community. In this role, you will report to the Portfolio General Manager, Mountain West and work closely with Kasa's centralized Property Operations support team and Guest Experience team to collectively make the properties successful and safe for all of our guests. It takes a special person to oversee these properties, and we hope you're excited by the challenge! As we expand the portfolio of hotels, there is potential for this role to grow in scope. About the Team This role is in our Portfolio Operations department. Our team's mission is to deliver outstanding guest quality and industry-leading financial results through strong partner relationships, excellent service, and an ownership mentality. Our team members are located all over the country, have diverse backgrounds, and come from many different industries. Everyone joined Kasa because they are passionate about delivering high-quality standards and ensuring that our properties are beloved by guests, indispensable to property partners, and desired by neighbors. Day in the life of a Kasa General Manager, Reno, NV Like many operations roles, there is no 'typical day'. Your role will involve a wide range of activities tending to the Kasa properties in your care, and as the property leader, you will set your own schedule, while ensuring that critical property matters and guest needs are attended to in a timely manner. You'll lead the hotel's operational strategy, including the marketing, social media, and community outreach plan, developing the revenue management strategy, as well as overseeing any needed FF&E upgrades or installation. You will have direct oversight of the property's budget, and you will be empowered to make spending decisions on behalf of Kasa. You'll also manage day-to-day operations of each property, serving as the property "host" for VIP guests, special events, and incorporating a personal touch into each guest's stay. Wearing the owner's cap, you will be in charge of the success of each hotel and use your independent judgement to ensure that the decisions you make are in the best interest of the hotel. This could be anything from fulfilling guest requests to signing group sales contracts. During emergencies, you will be the primary party responsible for providing support for lockouts, last-minute requests, and assisting with other guest issues. As our eyes and ears on the ground, you will also work with our Trust and Safety team to develop on-site security protocols and be present at the property to personally oversee the departure of problematic guests, when necessary. Working closely with other teams at Kasa and utilizing Kasa's communications and scheduling tools will be crucial to coordinate on-the-ground operations. You will have the opportunity to collaborate with other general managers to share best practices and support each other! Back of house aspects: Define and build out the Kasa management playbook for the property - you will determine processes, best practices, systems & tools to ensure the property is operating smoothly Ensure the property remain in compliance with various City and State reporting requirements Oversee contracted Housekeeping partners and external vendors and delegate daily tasks as needed Oversee preventative maintenance efforts property-wide Partner with the Kasa Procurement team to establish PAR levels for operating supplies and ensure orders are placed on a regular basis, with an eye towards fiscal prudence Inspect and provide feedback to housekeeping partners to ensure cleanliness standards are upheld throughout the building Guest Experience Serve as the face of Kasa to guests in the building, as well as the neighborhood at-large Ensure guest access points are always in good working order, allowing for a seamless, pleasant arrival, and departure experience Provide ad-hoc emergency support for lockouts, time-sensitive requests, and other guest issues Experience 5+ years of work experience, ideally in the hospitality or service industry You have an innate ability to serve a diverse base of guests and deliver experiences with a service mindset You are comfortable "rolling up your sleeves" as a boutique hotel manager and can "run the show" autonomously You thrive in an environment with constantly shifting priorities and are able to be flexible and adaptable at a moment's notice, potentially on nights and weekends You have a mix of both front-of-house and back-of-house work experience, giving you unique insight into the total operations of a property You have excellent time management skills and enjoy juggling multiple time-sensitive projects at the same time You understand how to deliver an excellent guest experience while remaining financially prudent You have a passion for and track record of creating magical experiences for guests and clients You have a proven history of meeting or exceeding budgeted revenue and expense targets You are outgoing and able to "read the room" extremely well, being able to proactively address issues before they impact a guest's stay You are comfortable navigating spreadsheets and are technically savvy, willing to use new technology systems including virtual communication tools as a way to collaborate with a fully remote team while juggling guest issues You are open-minded towards new forms of hospitality and personnel management You are plugged into the Ocean City community or have a passion for forming strong community bonds within new neighborhoods You have a keen sense for what the new local hot spots are and can be a source of knowledge to guests, helping to curate unique local experiences Travel is part of your DNA and you have a passion for the hospitality, tech, and real estate industry Plus if... You've worked for an alternative hospitality brand in the past You've had experience with sales (corporate, groups, and leisure) You've implemented or executed a robust preventative maintenance program In one year, you will succeed at Kasa by having: Effectively and efficiently achieved a superior guest experience by leveraging on-site resources combined with Kasa's tech-enabled centralized systems Become a respected leader and thought partner by the Kasa leadership team Achieved market-leading guest reviews and RevPAR penetration ahead of forecast Cultivated at least one working relationship with a community partner that provides unique benefits for guests of the properties Established at least one new source of top-line ancillary revenue Developed a plan for each property to capture a larger market share and stronger brand presence in its second year of operations 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 50% discount on any nights for friends and family Generous Stock Option Plan: We believe the success of our business should be shared with our team. As you grow with us, we increase the opportunities for you to become part-owners of our company. Flexible PTO: Full-time exempt Kasa employees are encouraged to take time off as they need and see fit, ensuring that it's not disruptive to their work. Cell phone reimbursement: We reimburse a portion of your monthly cell phone bill to say thanks for using your personal phone during the work day. 401(k) plan: As you invest in yourself and your future, Kasa invests in you too: we match 50% of the first 4% of deferred salary. Competitive Salary: We offer base salaries at or above market rates plus additional earning opportunities based on the position Health Coverage: We've invested in comprehensive health insurance options to help when you need it most Who We Are Kasa is building a global accommodations brand unlike any other. We took the best that hotels and short-term rentals had to offer and created a new class of hospitality that is well priced, trustworthy, and that offers a large selection of great locations. Our guests enjoy seamless check-ins, spacious apartments, and attractive amenities, helping them feel right at home. If anything comes up, our remote guest experience team is available 24/7, ensuring our hospitality is always felt, though rarely seen. Behind the scenes, we build technology that combines with our innovative operations to grow a globally scalable offering that delivers high-quality stays. Our products and systems unlock unparalleled flexibility to operate anywhere from a few Kasa to a few hundred Kasas in any type of building, in just about any location. We currently have Kasas in over 17 states and are expanding into new markets all the time. All of this is made possible by our team members, each of whom plays a critical role in fulfilling our vision and mission. We strive to foster a culture that values feedback, support, and collaboration throughout the organization. As a remote-first company, we work hard to bridge the gap of distance through initiatives that foster connection across Kasa. A few examples include lively All-Hands meetings, department get-togethers (online and in-person), and teamwide celebrations of important milestones. We offer benefits that encourage team members to stay at Kasa properties to experience our product firsthand and meet local team members when nearby. Guests are crucial to Kasa's mission. Accordingly, every new Kasa team member gets trained in our Guest Experience Akademy during their onboarding. Our team is fortunate to have diverse backgrounds, personalities, and experiences united by a commitment to excellence and passion for our industry. If Kasa's vi